Product Support Engineer II

haemonetics; Coventry; On-site; GBP 35,000 - 55,000; Full time

Job summary

Haemonetics is seeking a technical field service professional to deliver timely and quality service to business unit customers, with on-site support and after-hours assistance as needed.

You will install, operate, maintain, repair, and modify equipment, analyze failures and guide customers on operation and maintenance procedures, while contributing to planning phases for installations and evaluations.

Qualifications

• Associate's degree required.
• 3 years of technical field experience with proven customer satisfaction.
• Medical equipment experience required.
• Willingness to travel in the US during onboarding/trainings.

Responsibilities

• Answers and resolves hotline calls from customers or field staff and escalates when necessary.
• Assists with field service activities and administration, including creating and reviewing metrics; analyzes reports to identify problems and take corrective actions.
• Complies with all processes and quality standards; uses Oracle and Salesforce applications.
• Coordinates with other business units to resolve customer requests and issues, including special projects.
• Maintains training records, service manuals, technical bulletins and guides, and customer registrations and training records.
• Oversees parts/tools inventory, including parts returns, ordering and financial management.
• Participates in continual process improvement measures and communicates technical updates and department changes.
• Provides training and support to Customer Support staff, Field Service Engineers, and customers.
• Provides services such as installation, preventive maintenance, upgrades, product support, troubleshooting and repair on medical device systems in an assigned territory.

Skills

Field service experience

Customer service

Technical troubleshooting

Travel readiness

Education

Associate's Degree

Tools

Oracle

Salesforce

Job description

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

PURPOSE

Responsible for providing timely and quality service to business unit customers, specifically for technical support within the specified US field service region. Supports Customers & Services by providing technical support as well as on-site support. Answers technical support calls during normal business hours and provides after hours support as needed. Installs, reviews, operates, maintains, repairs, and modifies equipment. Provides service related guidance and training to customer personnel in the establishment of equipment operation, maintenance, inspection procedures and techniques. Analyzes equipment failures to determine cause and recommends corrective action. Participates and assists in planning phases related to installation, trials and evaluation of equipment and systems.

RESPONSIBILITIES

Duties are listed in order of greatest importance, the incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs:

• Answers and resolves hotline calls from customer or field staff and escalates or reroutes when necessary.
• Assists with field service activities & administration, including creating & reviewing metrics. Analyzes reports to identify problems & take corrective actions.
• Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle & Salesforce application
• Coordinates with other business units to resolve customer requests & issues, including special projects.
• Maintains new & existing documents including, but not limited to, training records, service manuals, technical bulletins and guides, and customer registration & training records.
• Oversees and reviews necessity of parts/tools inventory including parts returns, ordering and management of financials
• Participates in continual process improvement measures including the communication of technical updates & department process changes.
• Provide training & support to Customer Support staff, all Field Service Engineers, as well as customers.
• Provides business analysis and support for key customer operational activities supported by HAE field staff. Integrates with account managers and sales process for designated “key” customer accounts.
• Provides services such as installation, on-time preventative maintenance, upgrades, product support, trouble shooting and repair services on medical device systems to customers in an assigned territory.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Minimum of Associate's Degree Required
• 3 years of technical field experience with proven record of customer satisfaction.
• Medical equipment experience
• Several travel in the US during onboarding/trainings

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