Engineering Workforce Planner

Scope

At EVS, we pioneer LIVE production solutions that create return on emotion.  Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content.  As our team continues to grow, we are seeking a Jr. Support Engineer/Scheduler to support our customers through both on-demand and project-based assignments.

This hybrid internal and customer-facing role is responsible for effectively communicating EVS’s solutions and value, while managing the daily planification of technical resources. Key responsibilities include assigning, organizing, and relaying information to and from technical staff, as well as ensuring the optimal allocation of resources to stakeholders.

By owning the scheduling function, the Jr. Support Engineer will gain valuable exposure to EVS technologies, strengthen collaboration with the broader team, uphold service-level commitments, and contribute to an exceptional customer experience.

Job Description

• Maintain and optimize scheduling of engineering staff to optimize customer service scheduling, ensuring alignment with business objectives. 
• Implement best practices in assignment processes to enhance accessibility and usability for both workforce and customer service teams. . 
• Support the team with reporting and real-time adjustments as necessary to meet operational demands. 
• Serve as the initial point of contact for internal stakeholders and professional service requests.   
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, restoration,
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Participate in the planification of service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
• Adhere to department policies and procedures

• Collaborate with Project Management to facilitate projects requests.

• Collaborate with Sales, Technical Account Managers, and CSMs to ensure communication through support.

Profile

• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Process oriented mindset.
• Knowledge of Broadcast equipment, routing, and audio/video systems.
• Basic understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards a plus.

Must Have

• Team player, motivated, and proactive.
• Analytical and problem-solving mindset.
• Scheduling experience or managing resource allocations is a plus
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Strong communication skills.
• Demonstrates resilience and maintains a positive, solutions-oriented approach in high-pressure situations.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one. We also provide a Savings Plan (401K) in which the company will match 25% of all employee contributions. And yes, you read that right: no tricks, no fine print, no hidden catches & no asterisks. Our hybrid way of working policy will help you preserve your work-life balance. 

EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities. You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals. 

EVS is also 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!