Product Support Engineer I

Haemonetics

1d • $21 - $35

About The Position

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice. Job Details What You’ll Do Provide frontline technical and operational support to customers and internal teams. Answer and document hotline calls from customers, Product Support, and field staff. Follow defined troubleshooting scripts and established escalation paths. Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams. Provide assistance with device operation questions and basic maintenance guidance. Perform basic service activities such as troubleshooting and coordinating part replacement. Support parts and tool tracking, including basic part ordering and returns under guidance. Use required business systems (including Oracle and Salesforce) for case documentation and part management. Participate in scheduled Level I hotline coverage during normal business hours. Provide after-hours hotline support on a rotational basis. Participate in required clinical and product training to build foundational product knowledge (travel required). Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff. Support cross-functional projects and operational initiatives as assigned. Maintain service documentation and follow expense management guidelines when applicable. Support customer satisfaction metrics through professional communication and timely issue resolution. Adhere to all applicable regulatory requirements and internal quality standards.

Requirements

• Experience working in a technical or operational customer support environment.
• Ability to follow structured troubleshooting processes and escalation procedures.
• Strong attention to documentation accuracy and regulatory compliance.
• Professional customer communication skills.
• Ability to work in a hotline support environment with scheduled coverage.
• Willingness to travel for training and field shadowing when required.
• Ability to work after hours as part of an on-call rotation.
• 1–2 years of technical, customer support, or field service experience.
• Experience working in a technical or operational customer support environment.
• Associate’s degree required (Technical, Engineering, or related field preferred).
• Education equivalency: every 2 years of relevant technical experience may substitute for 1 year of college education toward the associate’s degree requirement.

Nice To Haves

• Medical device experience
• Experience as a service or device repair engineer in hospitals, blood banks or plasma centers.
• Bilingual in Spanish.
• Experience in a call center environment.

Responsibilities

• Provide frontline technical and operational support to customers and internal teams.
• Answer and document hotline calls from customers, Product Support, and field staff.
• Follow defined troubleshooting scripts and established escalation paths.
• Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams.
• Provide assistance with device operation questions and basic maintenance guidance.
• Perform basic service activities such as troubleshooting and coordinating part replacement.
• Support parts and tool tracking, including basic part ordering and returns under guidance.
• Use required business systems (including Oracle and Salesforce) for case documentation and part management.
• Participate in scheduled Level I hotline coverage during normal business hours.
• Provide after-hours hotline support on a rotational basis.
• Participate in required clinical and product training to build foundational product knowledge (travel required).
• Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff.
• Support cross-functional projects and operational initiatives as assigned.
• Maintain service documentation and follow expense management guidelines when applicable.
• Support customer satisfaction metrics through professional communication and timely issue resolution.
• Adhere to all applicable regulatory requirements and internal quality standards.

Benefits

• a 401(k) with up to a 6% employer match and no vesting period
• an employee stock purchase plan
• “flexible time off” for salaried employees and, for hourly employees, accrual of three to five weeks’ vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree