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 !
