Website HSD Human Resource Solutions LTD
HSD Human Resource Solutions LTD
Job Title: Field Service Specialist
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Location: Dar es Salaam, Tanzania
Position Overview
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.
Key Responsibilities
1. System Installation & Configuration
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Install and configure queue management systems software, including overseeing hardware installation.
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Conduct pre-installation site surveys and recommend necessary adjustments for successful deployments.
2. Maintenance & Troubleshooting
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Perform routine maintenance to ensure optimal system performance.
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Diagnose and resolve technical issues on-site or remotely.
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Escalate complex problems to the technical support or engineering teams when necessary.
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Ensure security of client’s property and tidiness of the premises while attending to the assignment.
3. Customer Support & Training
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Provide hands-on training for end-users, ensuring they can operate the system effectively.
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Address client inquiries and provide real-time assistance for system-related concerns.
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Deliver user-friendly documentation, such as quick-start guides and FAQs, to clients.
4. System Monitoring & Reporting
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Monitor system performance and ensure real-time functionality.
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Perform periodic preventive maintenance for all clients.
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Collect and analyze user feedback to identify potential system enhancements.
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Prepare service reports, documenting visits, resolutions, and recommendations for improvement.
5. Technical Expertise & Collaboration
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Act as a liaison between the client and the technical team in Nairobi, ensuring smooth communication and understanding of client needs.
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Collaborate with the development team to provide insights on usability and system improvements.
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Stay updated on new software features, upgrades, and hardware options for queue management systems.
Skills & Qualifications
Technical Skills
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Proficiency in queue management systems, both hardware and software.
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Strong troubleshooting skills for technical and network-related issues.
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Familiarity with database management, APIs, and system integration.
Soft Skills
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Excellent communication and interpersonal skills.
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Ability to work independently and under minimal supervision.
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Strong problem-solving and organizational skills.
Qualifications
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Degree or diploma in Information Technology, Computer Science, or a related field.
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Minimum of 2-3 years of experience in a field service or technical support role.
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Experience in queue management or similar systems is an added advantage.
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Proficient in Swahili & English (reading and writing).
Key Performance Indicators (KPIs)
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Timely installation and configuration of systems.
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Reduction in system downtime through proactive maintenance.
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Positive client feedback and improved user satisfaction.
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Accuracy and timeliness of service reports.
Work Environment
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On-site visits to client locations and occasional remote support.
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Travel may be required to various client sites.
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Flexibility to work irregular hours during system rollouts or urgent support needs.
Application Process
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Subject Line: Field Service Specialist (Tech)
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Note: CV must be labelled with the applicant’s name.
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Note: Only shortlisted candidates will be contacted.
Company Contact Information
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Address: 107 Toure Drive, Masaki, P.O Box 71573, Dar Es Salaam, Tanzania
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Phone: +255 22 2128215
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Websites: www.hsd-melt.com
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Group Affiliation: MELT GROUP
To apply for this job email your details to recruitment.tanzania@hsd-melt.com