Product Support Engineer I — Frontline Tech & Field Support

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

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