Robotics Field Engineer

EVS

6d•Hybrid

About The Position

As part of an international team, the Field Engineer provides technical expertise and hands-on support for customer service requests, including incidents, change requests, implementation, and product (hardware/software) deployments. This role ensures timely issue resolution, customer satisfaction, and operational excellence through on-site interventions and remote support in the Americas.

Requirements

3+ years of experience with complex machinery/robotics: embedded software/hardware implementation, repairs, upgrades etc.
Strong diagnostic and troubleshooting skills.
Excellent communication and customer service abilities.
Ability to work independently and collaboratively in dynamic environments.
Willingness to learn EVS product families and systems.
Commitment to continuous learning and operational excellence.
Ability to travel

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.