Field Service Technician (Columbus, OH)

The Work

Technical Skills:

• Product Knowledge: Understanding the technical aspects of the products, including hardware and software components.
• Troubleshooting: Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
• Equipment Maintenance: Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.
• Software Maintenance: Competence in performing scheduled software maintenance and upgrades.
• Customer Service Skills: Customer Relationship Building: Ability to establish and maintain strong, long-lasting relationships with clients.
• Communication: Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns.
• Customer Training: Ability to train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation.
• Operational Skills: Project Management: Capability to manage time effectively, ensuring the timely completion of all assigned work orders.
• Administrative Proficiency: Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs).
• Inventory and Supply Chain Management: Knowledge of internal processes and systems related to inventory management, invoicing, and scheduling.

Success Outcomes Over the First 6-12 Months

• Begin Evolv Express technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field.
• Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize yourself with the typical tasks and challenges of the job.
• Build relationships with customers, assess their needs, and answer any questions or concerns they may have.
• Perform basic field service tasks, such as installing, maintaining, and repairing equipment, and document their work in service reports or other forms.
• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from their manager or supervisor.
• Learn about the company's internal processes and systems, such as inventory management, invoicing, and scheduling, and how to use them effectively.
• Be taking the initiative in group and independent situations to ensure Evolv, you, and your customer are set up for success.
• Develop strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv's revenue organization.
• Have a strong understanding of the technical requirements of Evolv products.
• Create a good rapport with our clients and create a lasting impression.
• Independently resolve 2-5 break fixes.
• Complete all required administrative tasks such as expenses, work orders, and RMAs.
• Demonstrate a thorough understanding of the Express system and software.
• Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.
• Independently perform repairs on the Express units.
• Assist in on-the-job training of new personnel and third-party service providers.

The Work

What type of work will you be doing?

Technical Skills:

• Product Knowledge: Understanding the technical aspects of the products, including hardware and software components.
• Troubleshooting: Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.
• Equipment Maintenance: Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.
• Software Maintenance: Competence in performing scheduled software maintenance and upgrades.
• Customer Service Skills: Customer Relationship Building: Ability to establish and maintain strong, long-lasting relationships with clients.
• Communication: Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns.
• Customer Training: Ability to train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation.
• Operational Skills: Project Management: Capability to manage time effectively, ensuring the timely completion of all assigned work orders.
• Administrative Proficiency: Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs).
• Inventory and Supply Chain Management: Knowledge of internal processes and systems related to inventory management, invoicing, and scheduling.

Success Outcomes Over the First 6-12 Months

• Begin Evolv Express technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field.
• Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize yourself with the typical tasks and challenges of the job.
• Build relationships with customers, assess their needs, and answer any questions or concerns they may have.
• Perform basic field service tasks, such as installing, maintaining, and repairing equipment, and document their work in service reports or other forms.
• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from their manager or supervisor.
• Learn about the company's internal processes and systems, such as inventory management, invoicing, and scheduling, and how to use them effectively.
• Be taking the initiative in group and independent situations to ensure Evolv, you, and your customer are set up for success.
• Develop strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv's revenue organization.
• Have a strong understanding of the technical requirements of Evolv products.
• Create a good rapport with our clients and create a lasting impression.
• Independently resolve 2-5 break fixes.
• Complete all required administrative tasks such as expenses, work orders, and RMAs.
• Demonstrate a thorough understanding of the Express system and software.
• Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.
• Independently perform repairs on the Express units.
• Assist in on-the-job training of new personnel and third-party service providers.

Where is the role located?

This role is based in the Greater Columbus, Ohio area and offers flexibility in your home location, provided you can travel to customer sites with relative ease. It involves approximately 75%-85% regional travel to perform onsite break/fix and preventative maintenance. While limited remote work may be possible, this is primarily a field-based position.

What is the leadership like for this role?

You will be joining the Field Service team, reporting to the Director of Global Services. The team culture is one based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive and fun!

What is the salary range?

The base salary range for this full-time position is $30-$40 hour + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonus, equity, or benefits.

What is the benefits package?

At Evolv, we're on a mission to help make public spaces safer through innovative security technology. So, we're looking for future teammates who embody our values, people who: Do the right thing, always; Put people first; Own it; Win together; and continue to Be bold, stay curious. Our Benefits Include:

• Equity as part of your total compensation package
• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• A 401(k) plan (and 2% company match)
• Flexible Paid Time Off (PTO)- take the time you need to recharge, with manager approval and business needs in mind
• Quarterly stipend for perks and benefits that matter most to you
• Subscription to Calm

Additional benefits include:

• Tuition reimbursement to support your ongoing learning and development

Our commitment to diversity, equity, and inclusion is reflected in our policies and practices. Evolv is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv participates in E-verify for all employees after the completion of Form I-9.