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
