In a world where customer experience is rapidly transforming, organizations are increasingly adopting smarter queue management systems to streamline operations and enhance client satisfaction. At the forefront of this innovation in Kenya is Q-SYS, a leading name in smart queue management solutions. We are now expanding our dynamic technical team and are inviting passionate, skilled, and motivated professionals to be part of this journey.
We are currently hiring for the position of Field Service Specialist based in Nairobi, Kenya. If you are someone who thrives in a hands-on technical environment, enjoys solving real-world challenges, and wants to work in a fast-paced tech-driven company, then this opportunity is tailored for you.
Field Service Specialist
Location: Nairobi, Kenya
Application Deadline: 5th June 2025
Working Arrangement: On-site with occasional remote support and field visits
Position Overview
The Field Service Specialist plays a critical role in ensuring that Q-SYS clients experience seamless and efficient queue management operations. This position involves the installation, configuration, maintenance, troubleshooting, and overall support of queue management systems across client sites in Kenya. The role requires a balance of technical proficiency, customer service excellence, and a proactive approach to system optimization.
This is more than just a support role — it’s a front-line position that directly shapes the customer experience and ensures the long-term functionality and value of Q-SYS systems.
Key Responsibilities
System Installation & Configuration
- Install and configure queue management software and coordinate hardware setup.
- Conduct detailed pre-installation surveys to assess client requirements and site readiness.
- Offer tailored recommendations to ensure successful deployments aligned with customer expectations.
Maintenance & Troubleshooting
- Perform regular system checks and scheduled maintenance activities.
- Troubleshoot and resolve on-site and remote technical issues efficiently.
- Collaborate with engineering teams to escalate and resolve complex challenges.
- Maintain the integrity and security of client premises during service visits.
Customer Support & Training
- Provide personalized training sessions to help clients navigate and use the system effectively.
- Address real-time customer inquiries with prompt and actionable guidance.
- Create and distribute user-friendly documentation such as quick-start guides and frequently asked questions.
System Monitoring & Reporting
- Continuously monitor the health and performance of deployed systems.
- Conduct periodic preventive maintenance to minimize disruptions.
- Collect client feedback and usage insights to drive future improvements.
- Prepare detailed service reports highlighting issues resolved, client feedback, and system enhancement suggestions.
Technical Expertise & Collaboration
- Act as the key bridge between clients and the Nairobi-based technical team.
- Provide product usage feedback and usability insights to the development team.
- Stay current on the latest features, software updates, and hardware upgrades relevant to queue management systems.
Required Skills
Technical Skills
- Solid understanding of queue management systems, including both software and hardware components.
- Proven troubleshooting ability, especially for technical and network-related issues.
- Familiarity with APIs, system integration, and basic database management.
Soft Skills
- Strong communication and interpersonal abilities, especially in client-facing scenarios.
- Self-motivated and capable of working independently with minimal supervision.
- Excellent problem-solving capabilities and attention to detail.
- Bilingual proficiency in Swahili and English (both spoken and written).
Qualifications
- A Degree or Diploma in Information Technology, Computer Science, or a closely related field.
- 1–3 years of experience in a field service or technical support role.
- Previous experience with queue management systems is a significant plus.
Key Performance Indicators (KPIs)
- Timely and accurate system installations.
- Minimization of downtime through proactive and scheduled maintenance.
- Positive customer satisfaction and feedback scores.
- High accuracy in reporting and documentation of services rendered.
Work Environment
- Predominantly field-based, with visits to client locations across Nairobi and potentially other regions.
- Occasional remote support duties depending on client needs.
- Flexibility in working hours, especially during major deployments or urgent troubleshooting requests.
- Travel may be required, including last-minute or short-notice assignments.
Why Join Q-SYS Kenya?
At Q-SYS, we are not just installing systems — we are improving experiences. When you become a part of our team, you contribute directly to helping organizations run smoother and serve their clients better. In return, we offer:
- A dynamic, fast-paced work environment.
- Opportunities to grow with a company at the cutting edge of queue management technology.
- Exposure to various industries and businesses across Kenya.
- A collaborative team culture where your input and insights matter.
How to Apply
To apply, kindly send your CV and application email to:
[email protected]
Subject Line: Q-SYS Kenya Field Service Specialist
Deadline: 5th June 2025
We encourage early applications, as reviews and shortlisting will be conducted on a rolling basis.
