Media Production Robotics field engineer (USA - Fairfield (NJ)) bei EVS

Scope

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. 

Job Description

Technical Support & Service Delivery 

• 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. 

Customer Engagement & Satisfaction 

• 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. 

Product & Process Improvement 

• 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. 

Incident & SLA Management 

• 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. 

Profile

• 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. 

Offer

Joining the EVS team means not only receiving a competitive salary commensurate with your skills and the market but also gaining access to a range of wellness and healthcare benefits. EVS provides you with the tools to develop your skills and advance your career through internal mobility opportunities. You'll thrive in a friendly, dynamic environment with ambitious commercial objectives.

Check out our website if you want to know more about why you should join EVS !