Field Service Specialist at Riana Group

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