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EVS Broadcast Equipment · 6 hours ago

Media Production Robotics field Technician

Allendale, NJ

Full-time

Onsite

Entry, Mid Level

EVS Broadcast Equipment is a leading provider in the media production industry, seeking a Field Engineer to provide technical assistance and support for customer service requests. The role focuses on ensuring customer satisfaction through timely issue resolution, technical training, and proactive communication while also contributing to product and process improvements.

Video

Responsibilities

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

Qualification

Diagnostic skillsTroubleshooting skillsTechnical supportCustomer serviceEVS product knowledgeCommunication skillsTeam collaborationContinuous learning