Field Engineer

EVS; Allendale (NJ); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Health benefits

401K with company match

Training & mobility

Job summary

EVS is seeking a Field Service Engineer to provide on-site and remote support for customers across the Americas. You will handle incidents, changes, deployments, and trainings, ensuring timely resolution and customer satisfaction.

The role includes troubleshooting, installation/configuration, system upgrades, and proactive client communication. Travel to support customers is required, and you will lead technical activities during critical deployments.

Qualifications

• 3+ years of experience with complex machinery/robotics (embedded software/hardware, repairs, upgrades).
• Strong diagnostic and troubleshooting abilities.
• Excellent communication and customer service skills.

Responsibilities

• Take ownership of service requests; categorize, investigate, and resolve.
• Provide technical support via phone, email, and on-site visits; configure and install products.
• Participate in upgrades, changes, and preventive maintenance; monitor requests and communicate with clients.

Skills

Robotics experience

Troubleshooting

Customer service

Remote support

Travel readiness

Job description

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.

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.
• 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.
• 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

Offered wage : from $ 65 000 annual (+ depending on experience)

Becoming part of the EVS Team not only means that you will receive a competitive wage in line with your skills and the market, but also healthcare benefits. EVS offers comprehensive healthcare coverage for you and your eligible family members, paid at 80% by the company. We also provide a Savings Plan (401K) in which the company will match up to 4% of your pay.

EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities. You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals.

EVS is also proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed. Discover more about what makes EVS an exceptional place to work by visiting our website. Join us and bring your potential to life!

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