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.

Working Location: Nairobi, Kenya

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.

Skills & Qualifications

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.

Qualifications

Degree or diploma in Information Technology, Computer Science, or a related field.
Minimum of 1-3 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

Riana Group

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Field Service Specialist