Robotics Field Service Engineer

ScopeAs 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.Job DescriptionTechnical 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 & SatisfactionManage 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.Profile3+ years of experience with complex machinery/robotics:embedded software/hardware implementation, repairs, upgrades etc.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 travelOfferJoining 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 !