Field Service Engineer

Job Title: Field Service Engineer

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:

• Participate in EvolvED, our new hire orientation.
• 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.
• Begin to support and help close top tier opportunities in North America
• 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 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 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 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 systems related to inventory management, invoicing, and scheduling.
• Soft Skills:
• Adaptability: Willingness to work under various conditions, including nights, weekends, and holidays, as required by customer needs.
• Teamwork and Collaboration: Ability to work collaboratively with customers, operations, engineering, and management teams, both as an independent contributor and team player.
• Initiative: Taking the initiative in both group and independent situations to ensure success for the company, the individual, and the customer.
• Interpersonal Relationships: Developing strong relationships with teammates, sales executives, customer success managers, and other members of the organization.
• Travel:
• Willingness to Travel: Preparedness for frequent travel (up to 50-80% of the time), including to strategic locations and special event support activities.

What is the leadership like for this role? What is the structure and culture of the team?

You will be joining the Field Service team. You will be joining a team of 4+ FSEs and report to the Director of Global Services.

The team culture is one based on building trust, collaboration, ongoing development through kindness, authenticity, courage, drive and fun!

Where is the role located?

We are looking for this Field Service Engineer to be located in or near one of the following metro areas:

-Charlotte, NC

-San Francisco, California

-Los Angeles, California

-Las Vegas, Nevada 

This role has travel requirements estimated at 50-80%.

What is the pay range?

The annual salary range for this full-time position is $75,000 - $95,000. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in role posting reflect the base salary only, and do not include bonuses, overtime pay, equity, or benefits.

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan+ company match
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

• Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.
• Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at careers@evolvtechnology.com.