Product Support Engineer I

Haemonetics Software Solutions; Utah; Hybrid; USD 29,000 - 50,000; Full time

Benefits offered by this job

401(k) with up to 6% employer match

Employee stock purchase plan

Flexible time off

Vacation accrual for hourly employees

Paid sick time

Holidays

Parental leave

Disability insurance

Tuition reimbursement

Health and welfare benefits

Job summary

Haemonetics is seeking a frontline Technical Support professional in Utah to provide technical and operational assistance to customers and internal teams. You will handle hotline calls, follow structured troubleshooting, and escalate complex issues to senior Product Support Engineers while shadowing field staff.

The role requires 1–2 years in a technical customer-support setting and an Associate’s degree (or equivalent).

Qualifications

• 1–2 years of technical, customer support, or field service experience.
• 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.

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

Technical customer support

Troubleshooting processes

Regulatory compliance

Professional customer communication

On-call rotation

Travel for training

Education

Associate’s degree

Education equivalency

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. 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].

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


• 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.

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.

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.

EEO Policy Statement

Throughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world's blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development.