Field Service Technician (Chicago)

Evolv Technologies Holdings•Chicago, IL

20h•Onsite

About The Position

The Field Service Technician (FST) will help 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. Success in the role involves technical training, troubleshooting, customer relationship building, and administrative proficiency. The FST will report to the Sr. Manager, Technical Support, and be part of a collaborative team culture focused on trust, ongoing development, kindness, authenticity, courage, drive, and fun.

Requirements

Understanding of the technical aspects of products, including hardware and software components.
Ability to undergo and apply technical training on products, tools, equipment, and software.
Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
Skills in maintaining, repairing, and upgrading equipment.
Competence in performing scheduled software maintenance and upgrades.
Ability to establish and maintain strong, long-lasting relationships with clients.
Excellent verbal and written communication skills.
Ability to train customer employees and security staff.
Capability to manage time effectively and complete work orders on time.
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.
Ability to work collaboratively with customers, operations, engineering, and management teams.
Taking the initiative in both group and independent situations.
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.

Nice To Haves

Experience in the elevator or security technology industry.

Responsibilities

Undergo Evolv Express technical training on products, tools, equipment, and software.
Shadow experienced field service engineers to learn job tasks and challenges.
Build relationships with customers, assess their needs, and address questions.
Perform basic field service tasks including installation, maintenance, and repair of 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 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 and other Evolv revenue organization members.
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.