Media Production Robotics Field Engineer Porto

Join to apply for the Media Production Robotics Field Engineer role at EVS Broadcast Equipment.

The Field Engineer provides technical assistance and
- 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
- site interventions and remote support.

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
  - 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.
• Manage customer expectations throughout the support lifecycle.
• Deliver technical training and coaching to customers and internal teams.
• Act as the technical lead during
  - 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.
• Ensure compliance with service level agreements (SLAs) and operational level agreements (OLAs).
• Define and implement temporary workarounds and
  - term solutions.
• Participate in 24/7
  - 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!

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service, Engineering, and Information Technology
• Industries: Broadcast Media Production and Distribution, Software Development, and IT Services and IT Consulting

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