FIELD SERVICE SPECIALIST (TECH) @ HSD-MELT
The Field Service Specialist (Tech) is responsible for the end-to-end deployment and maintenance of queue management systems across various client sites. This includes performing pre-installation site surveys, configuring both software and hardware, and providing ongoing technical support to ensure system uptime. You will act as a vital link between the client and the engineering team based in Nairobi, escalating complex technical hurdles while maintaining professional standards on-site.
Beyond technical troubleshooting, this role emphasizes client training and performance monitoring. You will be expected to deliver user guides, conduct training sessions for end-users, and analyze system feedback to contribute to product improvements. Detailed reporting on service visits and infrastructure health is required to maintain the high service standards expected by the company. The ideal candidate will be self-motivated and capable of working both independently in the field and collaboratively with the broader tech department.
Beyond technical troubleshooting, this role emphasizes client training and performance monitoring. You will be expected to deliver user guides, conduct training sessions for end-users, and analyze system feedback to contribute to product improvements. Detailed reporting on service visits and infrastructure health is required to maintain the high service standards expected by the company. The ideal candidate will be self-motivated and capable of working both independently in the field and collaboratively with the broader tech department.
Key Requirements
3 years of professional experience in field service or technical support.
Bachelor’s Degree or Diploma in Information Technology or Computer Science.
Experience in deploying and configuring queue management software.
Ability to perform technical site surveys prior to installation.
Expertise in diagnosing and resolving hardware-related issues.
Proven ability to provide remote technical assistance and site support.
Experience in training end-users and creating user documentation.
Proficiency in monitoring real-time system performance and functionality.
Strong reporting skills for documenting service visits and resolutions.
Ability to coordinate with international engineering teams for escalations.