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.
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.
Remote Helpline information
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A Remote Helpline job involves providing assistance, support, or guidance to customers, clients, or employees over the phone, chat, or email from a remote location. Responsibilities may include answering inquiries, troubleshooting issues, and offering emotional support depending on the industry. This role often requires strong communication skills, active listening, and problem-solving abilities. It is commonly found in customer service, technical support, healthcare, and counseling fields.
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Remote Helpline representatives often handle high call volumes and interact with individuals experiencing stress, frustration, or crisis, which can be emotionally demanding. Many employers provide comprehensive training, regular supervision, and access to resources such as on-call supervisors or mental health support to help staff manage these challenges. Additionally, teams typically meet virtually for debriefings and peer support, fostering a sense of connection despite working remotely. These systems ensure representatives feel supported and are able to deliver high-quality, empathetic service to those in need.
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To thrive as a Remote Helpline representative, you need excellent communication skills, active listening abilities, and a high school diploma or equivalent, with many employers preferring some customer service experience. Familiarity with call center software, CRM systems, and standard office technology is often required, and some roles may ask for certifications in crisis intervention or mental health first aid. Patience, empathy, and the ability to remain calm under pressure are essential soft skills that set top performers apart. These skills are vital for providing effective, compassionate assistance to callers and maintaining a positive experience even in challenging situations.
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Full-time
Medical, Dental, Vision, Life
Re-posted 11 days ago
Job description
Description
Come Join the Dean Technology Team!
DTI offers competitive salaries, excellent health, vision, dental, life insurance and work/life balance in a challenging and rewarding environment. We are experiencing a period of significant growth and are looking for energetic Team members to grow with us
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.
About Dean Technology
Sourced by ZipRecruiter
Industry
Electrical equipment, appliance, and component manufacturing
Company size
201 - 500 Employees
Headquarters location
Addison, TX, US
Year founded
1989