Field Deployment & Adoption Expert

About the Role

This position with SUKA Technologies is centered around managing and facilitating the rollout of technology solutions for clients across Nairobi County. The expert in this role ensures that SUKA’s products are installed and adopted successfully, delivering hands-on support to users and acting as the crucial link between customers and the technical teams. The company values direct field engagement, teamwork, proactive problem-solving, and continuous product and process improvement.

Main Duties

• Plan and oversee end-to-end product deployments, from initial site visits through to successful system adoption at client locations.
• Conduct on-site sessions to onboard, train, and support new users, ensuring a smooth transition to using SUKA solutions.
• Troubleshoot any technical or process challenges during or after deployment, working closely with clients and internal teams to resolve issues rapidly.
• Gather and interpret feedback from the field to help refine technology features and deployment procedures.
• Analyse metrics and data to track adoption rates, usage patterns, and areas that require further action or enhancement.
• Maintain thorough documentation of best practices, deployment steps, and user feedback to facilitate ongoing improvements.
• Deliver exceptional customer service to ensure high satisfaction and encourage retention.
• Balance a dynamic schedule and independently manage multiple client engagements—sometimes in parallel—across the region.

Qualifications and Competencies

• Substantial analytical abilities for interpreting deployment outcomes and uncovering opportunities for optimization.
• Excellent written and spoken communication skills, suited for collaboration with both technical teams and end users.
• Strong troubleshooting acumen to deal with technical or procedural challenges as they arise.
• Track record in providing high-quality customer support on-site, managing varied expectations, and fostering positive professional relationships.
• Confident and engaging as a trainer, able to deliver product demonstrations and onboarding programs to varied audiences.
• Experience in roles related to field deployment, operations, or solution implementation, ideally in tech or SaaS settings.
• Ability to function independently in field locations, efficiently manage schedules, and prioritize assignments effectively.
• Proficiency with digital platforms for basic configuration and record-keeping/documentation purposes.
• A formal qualification in Information Technology, Engineering, Business, or a related discipline, or equivalent relevant experience.
• Local knowledge of Nairobi and broader Kenyan regions, and an aptitude for stakeholder engagement, is an advantage.

Additional Information

Team members are empowered to contribute to product development and improvement, directly influence client outcomes, and shape how new technologies are implemented in real-world settings.