Position summary

The Field Service Specialist is responsible for the installation, maintenance, troubleshooting, and support of queue management systems. This role involves both on-site and remote technical support to ensure seamless system operations for clients. The specialist also plays a key role in training users, providing feedback for system improvements, and collaborating with the technical and client support teams to deliver exceptional service.

Key Responsibilities:

System Installation & Configuration

•Install and configure queue management systems software, including overseeing hardware installation.

•Conduct pre-installation site surveys and recommend necessary adjustments for successful deployments.

Maintenance & Troubleshooting

•Perform routine maintenance to ensure optimal system performance.

•Diagnose and resolve technical issues on-site or remotely.

•Escalate complex problems to the technical support or engineering teams when necessary.

•Ensure security of client’s property and tidiness of the premises while attending to the assignment.

Customer Support & Training

•Provide hands-on training for end-users, ensuring they can operate the system effectively.

•Address client inquiries and provide real-time assistance for system-related concerns.

•Deliver user-friendly documentation, such as quick-start guides and FAQs, to clients.

System Monitoring& Reporting

•Monitor system performance and ensure real-time functionality.

•Perform Period preventive maintenance for all clients.

•Collect and analyze user feedback to identify potential system enhancements.

•Prepare service reports, documenting visits, resolutions, and recommendations for improvement.

Technical Expertise & Collaboration

•Act as a liaison between the client and the technical team in Nairobi, ensuring smooth communication and understanding of client needs.

•Collaborate with the development team to provide insights on usability and system improvements.

•Stay updated on new software features, upgrades, and hardware options for queue management systems

Qualifications

•Degree or diploma in Information Technology, Computer Science, or a related field.
•Minimum of 2-3 years of experience in a field service or technical support role.
•Experience in queue management or similar systems is an added advantage.
•Proficient in Swahili & English both reading and writing

Core Skills 

Technical Skills
•Proficiency in queue management systems, both hardware and software.
•Strong troubleshooting skills for technical and network-related issues.
•Familiarity with database management, APIs, and system integration.

Soft Skills
•Excellent communication and interpersonal skills.
•Ability to work independently and under minimal supervision.
•Strong problem-solving and organizational skills.

Key Performance Indicators (KPIs):
•Timely installation and configuration of systems.
•Reduction in system downtime through proactive maintenance.
•Positive client feedback and improved user satisfaction.
•Accuracy and timeliness of service reports.

Work Environment:
•On-site visits to client locations and occasional remote support.
•Travel may be required to various client sites.
•Flexibility to work irregular hours during system rollouts or urgent support needs.