Robotics field service engineer

About EVS

Our company is globally recognized as the technology leader for live video production and for being at the cutting edge of slow-motion. With EVS, you are in the middle of media, sport and entertainment.

Scope

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.

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

• 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

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 !

Job Type: Full-time

Pay: $33.50 - $40.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Relocation assistance

Ability to Commute:

• Allendale, NJ 07401 (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $34 - $40