Technical Support Engineer I – Medical Devices

Haemonetics; Nevada (IA); On-site; USD 29,000 - 48,000; Full time

Benefits offered by this job

401(k) with employer match

Employee stock purchase plan

Flexible time off

Paid vacation

Job summary

Haemonetics seeks a frontline technical support specialist to assist customers and internal teams with device operation questions and troubleshooting. You’ll document hotline calls, follow scripts, and escalate complex issues to senior engineers while participating in field shadowing and on-site activities as needed.

Travel for training and after-hours rotation are required. You’ll maintain accurate service records and contribute to customer satisfaction metrics while adhering to regulatory

Qualifications

• Experience in technical or operational customer support environment.
• Ability to follow structured troubleshooting processes and escalation procedures.
• Attention to documentation accuracy and regulatory compliance.
• Professional communication with customers.

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 escalation paths.
• Escalate complex issues to senior engineers or internal teams.
• Assist with device operation questions and basic maintenance guidance.
• Perform basic service activities and coordinate part replacement.
• Support parts and tool tracking and basic ordering/returns.
• Use Oracle and Salesforce for case documentation and part management.
• Participate in Level I hotline coverage during business hours and rotate after-hours.
• Participate in on-site installations, preventive maintenance, or repair activities with shadowing.
• Support cross-functional projects and expense management where applicable.
• Maintain service documentation and contribute to customer satisfaction metrics.

Skills

Technical support

Troubleshooting

Documentation

Customer communication

On-call rotation

Travel for training

Education

Associate’s degree (Technical/Engineering)

Job description

Haemonetics seeks a frontline technical support specialist to assist customers and internal teams with device operation questions and troubleshooting. You’ll document hotline calls, follow scripts, and escalate complex issues to senior engineers while participating in field shadowing and on-site activities as needed.

Travel for training and after-hours rotation are required. You’ll maintain accurate service records and contribute to customer satisfaction metrics while adhering to regulatory