Field Services Technician (Waltham, MA)

The Elevator Pitch 

Are you ready to be part of something impactful and exciting? Do you have a passion for delivering top-notch customer service while working hands-on with cutting-edge security technology? As a Field Support Technician at Evolv Technology, you'll be at the forefront of security technology, building lasting relationships with clients and keeping our systems protecting what matters most. 

From troubleshooting technical issues to providing world-class support and proactive maintenance, every day is an opportunity to showcase your skills and ensure our security solutions are always performing at their best. Join us and be a part of something that’s not only rewarding but crucial for safety and security! 

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: 

• Participate in EvolvED, our new hire orientation.  
• Begin Evolv technical training on the products you will be working with, as well as the tools, equipment, and software you will use in the field. 
• Begin to support and learn your assigned area and local customers. 
• Attend orientation sessions to learn about the company's values, policies, and culture, and meet their team members and colleagues. 
• 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, assess their needs, and answering any questions or concerns they may have. 
• Start performing basic field service tasks, such as 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, and other members of Evolv’s CX 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 break fix events. 
• 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 of 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 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 systems related to i