Field Service Technician, (NJ, PA)

The Elevator Pitch  

Are you highly committed to delivering exceptional customer service and building strong, long-lasting relationships with clients? Do you enjoy working closely with clients and colleagues to troubleshoot technical issues and provide effective solutions that minimize downtime and ensure optimal performance?  

As a Field Service Engineer (FSE), you will help us ensure a seamless customer rollout of our life saving products. You will help our services team support product demos and installations, as well as provide maintenance, upgrades, and repairs to existing field units.  
  

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?  

In the first 30 days, you will:  

• Begin Evolv Express technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field.  

• Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize themselves with the typical tasks and challenges of the job.  

• Begin building relationships with customers, assessing their needs, and answering any questions or concerns they may have.  

• Start performing basic field service tasks, such as installing, maintaining, and repairing equipment, and documenting their work in service reports or other forms.  

• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from their manager or supervisor.  

• Learn about the company's internal processes and systems, such as inventory management, invoicing, and scheduling, and how to use them effectively.  

Within 3 months, you will:  

• Be taking the initiative in group and independent situations to ensure Evolv, you, and your customer are set up for success  

• Be developing strong interpersonal relationships with teammates, sales executives, customer success managers, and other members of Evolv’s revenue organization  

• Have a strong understanding of the technical requirements of Evolv products  

• Build a good rapport with our clients and create a lasting impression.  

• Independently resolve 2-5 break fixes.  

• Be excited about taking on more responsibility as you progress in your role  

• Complete all required administrative tasks such as expenses, work orders, and RMAs.  

By the end of the first year, you will:  

• Demonstrate a thorough understanding of the Express system and software.  

• Lead 2-4 special event support activities at strategic locations such as sports stadiums and large venues.  

• Independently perform repairs on the Express units.  

• Assist in on-the-job training of new personnel and third-party service providers.  

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?  

 
Technical Skills:  

• Product Knowledge: Understanding the technical aspects of the products, including hardware and software components.  

• Technical Training: Ability to undergo and apply technical training on products, tools, equipment, and software used in the field.  

• Troubleshooting: Proficiency in diagnosing and resolving hardware and software issues using wiring diagrams, schematics, and other diagnostic tools.  

• Equipment Maintenance: Skills in installing, maintaining, repairing, and upgrading equipment to ensure optimal performance.  

• Software Maintenance: Competence in performing scheduled software maintenance and upgrades.  
   

Customer Service Skills: 

• Customer Relationship Building: Ability to establish and maintain strong, long-lasting relationships with clients. 

• Communication: Excellent verbal and written communication skills to interact effectively with customers, assess their needs, and address questions or concerns. 

• Customer Training: Ability to train customer employees and security staff, ensuring a high level of satisfaction with the product and its operation 
  

Operational Skills 

• Project Management: Capability to manage time effectively, ensuring the timely completion of all assigned work orders. 

• Administrative Proficiency: Completing required administrative tasks, such as managing expenses, work orders, and Return Merchandise Authorizations (RMAs). 

• Inventory and Supply Chain Management: Knowledge of internal processes and system