Product Support Engineer I — Technical Hotline & Field Support

your Jared; Northern (KY); Hybrid; USD 44,000 - 75,000; Full time

Benefits offered by this job

401(k) with up to 6% employer match

Employee stock purchase plan

Flexible time off

Vacation and sick time

Paid holidays

Parental leave

Short- and long-term disability

Tuition reimbursement

Health and welfare benefits

Job summary

Haemonetics is seeking a technical support specialist to provide frontline customer and internal team assistance. You will follow troubleshooting scripts, document calls, and escalate complex issues to senior staff.

Travel for training and on-site support is required, with after-hours coverage on a rotation basis. The role emphasizes regulatory compliance, accurate documentation, and customer-focused communication in a fast-paced environment.

Qualifications

• 1–2 years in technical or field service customer support
• Follow structured troubleshooting and escalation procedures
• Accurate documentation and regulatory compliance
• Professional communication with customers
• Willing to travel for training and field shadowing
• Work after hours on a rotating on-call basis
• Experience in a hotline support 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 issues to senior Product Support Engineers
• Assist 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
• Use Oracle and Salesforce for case documentation and part management
• Participate in on-site installations, preventive maintenance, or repairs
• Support cross-functional projects and regulatory compliance documentation
• Maintain service documentation and expense management guidance
• Support customer satisfaction metrics through professional communication

Skills

Technical customer support

Troubleshooting workflows

Documentation accuracy

Professional communication

On-call after hours

Travel for training

Bilingual in Spanish

Education

Associate’s degree

Education equivalency substitution

Tools

Oracle

Salesforce

Job description

Haemonetics is seeking a technical support specialist to provide frontline customer and internal team assistance. You will follow troubleshooting scripts, document calls, and escalate complex issues to senior staff.

Travel for training and on-site support is required, with after-hours coverage on a rotation basis. The role emphasizes regulatory compliance, accurate documentation, and customer-focused communication in a fast-paced environment.