About the Position

Field Engineer

Location: Allendale, USA

Company: T-Motion

Scope

As part of an international team, the Field Service Engineer provides technical expertise and hands-on support for customer service requests, including incidents, change requests, implementation, and product (hardware/software) deployments. This role ensures timely issue resolution, customer satisfaction, and operational excellence through on-site interventions and remote support in the Americas.

Responsibilities

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.

Requirements

Experience: 3+ years of experience with complex machinery/robotics: embedded software/hardware implementation, repairs, upgrades, etc.
Skills:
- Strong diagnostic and troubleshooting skills.
- Excellent communication and customer service abilities.
- Ability to work independently and collaboratively in dynamic environments.
- Willingness to learn EVS product families and systems.
- Commitment to continuous learning and operational excellence.
- Ability to travel.

We Offer

Salary: From $66,400 annual (depending on experience)
Benefits:
- Competitive wage in line with skills and the market.
- Comprehensive healthcare coverage for you and your eligible family members, paid at 80% by the company.
- Savings Plan (401K) with company match up to 4% of your pay.
- Training and internal mobility opportunities.
- Friendly and lively work environment driven by ambitious goals.
- Inclusive workplace where diversity is valued.

About the Company

Becoming part of the EVS Team means more than just a job. You will receive a competitive wage, comprehensive healthcare benefits, and the opportunity to grow your skills and career. EVS is proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed. Discover more about what makes EVS an exceptional place to work by visiting our website. Join us and bring your potential to life!

A background check will be conducted in accordance with applicable laws. Employment with EVS is contingent upon the successful completion of this background check.

Field Engineer

Job description