Field Service Technician (Dallas)

Evolv Technologies Inc.•Dallas, TX

10d•$30 - $40•Onsite

About The Position

As a Field Service Technician (FST), you will help ensure a seamless customer rollout of our life-saving products. You will support product demos and installations, as well as provide maintenance, upgrades, and repairs to existing field units. Success in the role involves building strong customer relationships, troubleshooting technical issues, and ensuring optimal product performance. The role requires a commitment to exceptional customer service and technical proficiency. You will be joining the Field Service team, reporting to the Director of Global Services. The team culture is based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive, and fun.

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 85-95% of the time), including to strategic locations and special event support activities.
Candidates may reside anywhere within the greater Dallas-Fort Worth metro area.
Must comply with Evolv's Travel & Expense and Timekeeping policies.
Must participate in E-verify after Form I-9 completion.

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

Begin Evolv Express technical training on products, tools, equipment, and software.
Shadow an experienced field service engineer to learn tasks and challenges.
Build relationships with customers, assess their needs, and answer questions.
Perform basic field service tasks, including installing, maintaining, and repairing equipment.
Document work in service reports or other documentation.
Attend team meetings to discuss projects, share best practices, and receive feedback.
Learn and utilize company internal processes and systems (inventory management, invoicing, scheduling).
Take initiative in group and independent situations to ensure success.
Develop strong interpersonal relationships with teammates, sales executives, and customer success managers.
Gain a strong understanding of the technical requirements of Evolv products.
Build rapport with clients and create a lasting impression.
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 diagnostic tools.
Perform scheduled software maintenance and upgrades.
Train customer employees and security staff.
Manage time effectively to ensure timely completion of work orders.
Comply with Evolv's Travel & Expense and Timekeeping policies.
Perform installations, repairs, and preventive maintenance at customer locations.