Field Service Technician (Los Angeles, CA)

Evolv Technologies Holdings•Los Angeles, CA

23h•Hybrid

About The Position

The Field Service Technician (FST) will ensure a seamless customer rollout of our safety detection technology. This role supports product demos and installations, as well as provides maintenance, upgrades, and repairs to existing field units. The FST will be committed to delivering exceptional customer service and building strong, long-lasting relationships with clients, while also troubleshooting technical issues and providing effective solutions to minimize downtime and ensure optimal performance.

Requirements

Understanding the technical aspects of the products, including hardware and software components.
Ability to undergo and apply technical training on products, tools, equipment, and software used in the field.
Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.
Ability to establish and maintain strong, long-lasting relationships with clients.
Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns.
Capability to manage time effectively, ensuring the timely completion of all assigned work orders.
Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs).
Knowledge of internal processes and systems related to inventory management, invoicing, and scheduling.
Willingness to work under various conditions, including nights, weekends, and holidays, as required by customer needs.
Ability to work collaboratively with customers, operations, engineering, and management teams, both as an independent contributor and team player.
Taking the initiative in both group and independent situations to ensure success for the company, the individual, and the customer.
Developing strong relationships with teammates, sales executives, customer success managers, and other members of the organization.
Preparedness for frequent travel (up to 50-80% of the time), including to strategic locations and special event support activities.
Flexibility in home location within the Greater Los Angeles area, provided ability to travel to customer sites with relative ease.

Nice To Haves

Begin Evolv Express technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field.
Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize themselves with the typical tasks and challenges of the job.
Begin building relationships with customers, assessing their needs, and answering any questions or concerns they may have.
Start performing basic field service tasks, such as installing, maintaining, and repairing equipment, and documenting their work in service reports or other forms.
Be taking the initiative in group and independent situations to ensure Evolv, you, and your customer are set up for success
Be developing strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv’s revenue organization
Have a strong understanding of the technical requirements of Evolv products
Build a good rapport with our clients and create a lasting impression.
Independently resolve 2-5 break fixes.
Be excited about taking on more responsibility as you progress in your role
Demonstrate a thorough understanding of the Express system and software.
Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.
Independently perform repairs on the Express units.
Assist in on-the-job training of new personnel and third-party service providers.

Responsibilities

Install, maintain, and repair equipment.
Document work in service reports or other forms.
Attend team meetings to discuss ongoing projects, share best practices, and receive feedback.
Learn about the company's internal processes and systems, such as inventory management, invoicing, and scheduling.
Ensure Evolv, the technician, and the customer are set up for success.
Develop strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv’s revenue organization.
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 such as sports stadiums and large venues.
Perform repairs on the Express units.
Assist in on-the-job training of new personnel and third-party service providers.
Perform scheduled software maintenance and upgrades.
Train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation.
Manage time effectively, ensuring the timely completion of all assigned work orders.