Media Production Robotics field Technician
Full-time
EVS Broadcast Equipment
Globally recognized as the leader in live video technology for broadcast and new media productions, our passion, and purpose are to help our customers craft compelling stories that trigger the highest return on emotion. Our comprehensive range of solutions enables media companies and content creators to deliver the most gripping live sports images, buzzing entertainment shows, and breaking news content to billions of viewers every day – and in real-time. 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.
- 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.
- 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.
- 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.
Vacancy posted 1 day ago
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