Job Type
Full-time
Description
Position Purpose:
The Field Application Engineer (FAE) is responsible for supporting customers in all aspects of technical marketing activities and providing post-sales solutions to enhance customer satisfaction and ensure optimal system performance. This role combines technical expertise, problem-solving, and customer interaction to address customer needs at all stages of the product lifecycle. FAE staff are considered technical staff that support all high voltage products and applications. The position requires up to 50% travel for business engagements, remote customer support, troubleshooting, training, and post-sales support. This position reports to the CRO.
Essential Job Function:
System Design and Training:
• Support high voltage system design by understanding the customers' applications, interpreting schematics and applying knowledge of high voltage systems and components.
• Train partners and customers on DTI products and provide ongoing support to ensure deep customer technical engagement.
• Work closely with the sales team to coordinate and communicate customer visits, opportunity qualification, training and resolve design-in challenges effectively.
• Answer calls and e-mails from customers in a prompt timeline with proper knowledge and document the engagement.
• Determine and resolve system and application issues.
• Travel to the customer/end-user to provide design-in support.
• Troubleshoot high voltage systems and provide advanced support to customer design.
Provide Post-Sales Solution Engineering:
• Serve as a key technical resource to resolve post-design-in issues.
• Propose tailored solutions, in collaboration with product management and engineering, for complex power integration and scenarios to meet customer needs.
• Partner with customers to analyze and address performance issues, including conducting root-cause analysis and proposing innovative solutions.
• Act as a liaison between customers and internal engineering teams to communicate issues and influence product improvements.
• Create and maintain detailed documentation of solutions provided, best practices, and customer feedback.
• Collaborate with the broader team and report voice of customer (VOC) preferences (e.g., product features, hardware, software, services, etc.), use cases, and competitor landscape.
Requirements
Skills and Specifications:
• EE or technical degree or equivalent professional training.
• At least ten (10) years of experience with power applications.
• Five years of experience in a customer support position, technical helpline, technical sales and/or remote support services related to power.
• Basic understanding of high voltage applications.
• Flexible team player with attention to detail and responsible working attitude. Ability to mentor and train junior-level members of the team.
• Ability to communicate with a variety of audiences, including customers, engineers, sales reps, and suppliers.
• Strong sense of ownership on assigned tasks.
• Can-do mentality, proactive working attitude. and hands-on approach.
• Ability to travel up to 50% of the time, domestically.
• Possesses excellent English verbal and writing skills.
Must be authorized to work in the US.
