Field Service Technician (Columbus, OH)

Evolv Technologies Inc.•Columbus, OH

7h•$30 - $40•Hybrid

About The Position

As a Field Service Technician (FST), you will help ensure a seamless customer rollout of our safety detection technology. You will support product demos and installations, as well as provide maintenance, upgrades, and repairs to existing field units. This role requires a strong commitment to delivering exceptional customer service and building long-lasting client relationships, while also enjoying troubleshooting technical issues and providing effective solutions to minimize downtime and ensure optimal performance.

Requirements

Product Knowledge: Understanding the technical aspects of the products, including hardware and software components.
Technical Training: Ability to undergo and apply technical training on products, tools, equipment, and software used in the field.
Troubleshooting: Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
Equipment Maintenance: Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.
Software Maintenance: Competence in performing scheduled software maintenance and upgrades.
Customer Relationship Building: Ability to establish and maintain strong, long-lasting relationships with clients.
Communication: Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns.
Project Management: Capability to manage time effectively, ensuring the timely completion of all assigned work orders.
Administrative Proficiency: Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs).
Inventory and Supply Chain Management: Knowledge of internal processes and systems related to inventory management, invoicing, and scheduling.
Adaptability: Willingness to work under various conditions, including nights, weekends, and holidays, as required by customer needs.
Teamwork and Collaboration: Ability to work collaboratively with customers, operations, engineering, and management teams, both as an independent contributor and team player.
Initiative: Taking the initiative in both group and independent situations to ensure success for the company, the individual, and the customer.
Interpersonal Relationships: Developing strong relationships with teammates, sales executives, customer success managers, and other members of the organization.
Willingness to Travel: Preparedness for frequent travel (up to 50-80% of the time), including to strategic locations and special event support activities.
Ability to travel up to 75%-85% regionally.

Nice To Haves

Customer Training: Ability to train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation.

Responsibilities

Undergo Evolv Express technical training on products, tools, equipment, and software.
Shadow an experienced field service engineer to learn job tasks and challenges.
Build relationships with customers, assess their needs, and address questions or concerns.
Perform basic field service tasks, including installing, maintaining, and repairing equipment.
Document work in service reports or other required formats.
Attend team meetings to discuss projects, share best practices, and receive feedback.
Learn and effectively use the company's internal processes and systems (inventory management, invoicing, scheduling).
Take initiative in group and independent situations to ensure success for Evolv, the individual, and the customer.
Develop strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv’s revenue organization.
Independently resolve break fixes.
Complete administrative tasks such as expenses, work orders, and RMAs.
Demonstrate a thorough understanding of the Express system and software.
Lead special event support activities at strategic locations.
Independently perform repairs on Express units.
Assist in on-the-job training of new personnel and third-party service providers.
Understand the technical aspects of the products, including hardware and software components.
Diagnose and resolve hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
Perform scheduled software maintenance and upgrades.
Train customer employees and security staff.
Manage time effectively to ensure timely completion of all assigned work orders.
Work collaboratively with customers, operations, engineering, and management teams.
Travel frequently to customer sites, strategic locations, and for special event support.