It's pretty hard for us to troubleshoot this with very little information.
Assuming you are correctly measuring the output pin with low enough loading, there are several possibilities.
The crystal could be defective or incompatible with the chip
The load capacitors could be grossly wrong value (eval board uses
18pF implying their crystal is designed for maybe 12-16pF load).
There could be some issue with leakage (unlikely, but possible) or
PCB construction (open, short, bad via etc.) that is preventing the oscillator from working. Shorts under SMT crystals are a possibility. If the leakage was comparable to the bias resistor then it might not start. As crj11 says, you need the bias resistor (some ICs have it internal, this one does not).
The IC could be damaged
I would start by removing the crystal and load capacitors and replacing the crystal (and load caps) with a different one with compatible load capacitance of a similar level to the eval board, having a good look at the (cleaned) PCB under a microscope prior to re-assembly. Also make sure the solder and flux being used is appropriate. SMT capacitors are unmarked so checking the value with a meter prior to installation wouldn't hurt. Mistakes happen and an 18nF capacitor looks similar to an 18pF capacitor (usually the body is a bit darker in colour). Double check the bias resistor value as crj11 says, if it is too low (or too high) the oscillator will not work.
Pierce oscillator (from this document: