Media Production Robotics field Technician

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

• 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

Offer

• Become part of the EVS Team and receive a competitive salary aligned with your skills and the market.
• Enjoy a comprehensive range of additional wellness and healthcare benefits.
• Gain access to training and internal mobility opportunities to develop your skills and career.
• Work in a supportive and dynamic environment with a team committed to ambitious goals.
• Be part of an inclusive workplace that values diversity and ensures equal opportunities for all.