Scope
The Field Technician 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.
Customer Engagement & Satisfaction
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.
Incident & SLA Management
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
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.
Offer
Joining the EVS team means not only receiving a competitive salary commensurate with your skills and the market but also gaining access to a range of wellness and healthcare benefits. EVS provides you with the tools to develop your skills and advance your career through internal mobility opportunities. You'll thrive in a friendly, dynamic environment with ambitious commercial objectives.
Check out our website if you want to know more about why you should join EVS
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