Media Production Robotics field Engineer

EVS

8d • Hybrid

About The Position

The Field Engineer provides technical assistance and hands-on support for customer service requests, including incidents, change requests, and product deployments. This role ensures timely issue resolution, customer satisfaction, and operational excellence through on-site interventions and remote support.

Requirements

• Strong diagnostic and troubleshooting skills.
• Excellent communication and customer service abilities.
• Ability to work independently and collaboratively in dynamic environments.
• Familiarity with EVS product families and systems (or willingness to learn).
• Commitment to continuous learning and operational excellence.

Responsibilities

• Take ownership of customer service requests and ensure accurate categorization, investigation, and resolution.
• Provide technical support via phone, email, and on-site visits, including configuration and installation of products and systems.
• Participate in system upgrades, configuration changes, and preventive maintenance.
• Monitor and track service requests, ensuring clear and ongoing communication with clients.
• Escalate unresolved issues to higher support tiers when necessary.
• Manage customer expectations throughout the support lifecycle.
• Deliver technical training and coaching to customers and internal teams.
• Act as the technical lead during high-profile events, demos, and crisis situations.
• Foster strong customer relationships through proactive communication and support.
• Provide feedback to product teams to enhance reliability and usability.
• Create and maintain technical documentation, procedures, and knowledge base entries.
• Contribute to continuous improvement initiatives within the support organization.
• Participate in operational readiness and transition activities for new product releases.
• Ensure compliance with service level agreements (SLAs) and operational level agreements (OLAs).
• Define and implement temporary workarounds and long-term solutions.
• Participate in 24/7 on-call rotations for critical deployments and support coverage.

Benefits

• Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits.
• EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one.
• We also provide a Savings Plan (401K) in which the company will match 25% of all employee contributions.
• Our hybrid way of working policy will help you preserve your work-life balance.
• EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities.
• You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals.
• EVS is also proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed