Field Engineer

About the role

As part of an international team, the Field Service 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.

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.

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.

Benefits

• Comprehensive healthcare coverage for you and your eligible family members, paid at 80% by the company.
• Savings Plan (401K) with company matching up to 4% of your pay.
• Training and internal mobility opportunities to develop your skills and career.
• Inclusive workplace that values diversity.

Pay

From $65,000 annual (plus additional compensation depending on experience).

A background check will be conducted in accordance with applicable laws. Employment with EVS is contingent upon the successful completion of this background check.