Product Support Engineer I

Haemonetics; New Mexico; On-site; USD 60,603,000 - 103,011,000; Full time

Job summary

Haemonetics is seeking a frontline Technical Support Engineer to provide frontline technical and operational support to customers and internal teams. You will answer hotline calls, document issues, follow troubleshooting scripts, and escalate complex problems to senior engineers.

Travel for training and field shadowing is required, with on-call rotations for after-hours support. Ideal candidates have 1–2 years in technical customer support, an Associate degree, and experience with regulatory

Qualifications

• Experience 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.

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.

Skills

Customer support

Technical support

Troubleshooting

Documentation

Communication

Education

Associate degree

Tools

Oracle

Salesforce

Job description

Pay Transparency

The pay range for this role is: $21.15-$35.95/Hourly The base pay actually offered to the successful candidate will take into account, without limitation, the candidate’s location, education, job-knowledge, skills, and experience in prior relevant roles. Incentives may also be provided as part of Haemonetics’ employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company’s long‑term incentive plan, with eligibility and target amount dependent on the role. In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, 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. Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. – 5 p.m. ET or email [e-mail]. 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.

Required Knowledge, Skills, & Capabilities

• 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.

Required Education And Experience

• 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.

Preferred Skills

• 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.

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