Field Service Technician; Newark, NJ

Job Overview

Are you highly committed to delivering exceptional customer service and building strong, long‑lasting relationships with clients? Do you enjoy working closely with customers and colleagues to troubleshoot technical issues and provide effective solutions that minimize downtime and ensure optimal performance? As a Field Service Technician (FST), you will help us ensure a seamless customer rollout of our life‑saving products; support product demos and installations, and provide maintenance, upgrades, and repairs to existing field units.

In the first 30 days, you will:

• Begin Evolv Express technical training on the products, tools, equipment, and software you will use in the field.
• Shadow a more experienced field service engineer to observe their work, learn from their expertise, and familiarize yourself with typical tasks and challenges.
• Begin building relationships with customers, assessing their needs, and answering any questions or concerns.
• Start performing basic field service tasks—installing, maintaining, and repairing equipment—and documenting your work in service reports or other forms.
• Attend team meetings to discuss ongoing projects, share best practices, and receive feedback and guidance from your 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:

• Take the initiative in group and independent situations to ensure Evolv, you, and your customer are set up for success.
• Develop 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.

• Product Knowledge:
  Understanding 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 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.

• Project Management:
  Ability 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.

• 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…