Note: The job is a remote job and is open to candidates in USA. Haemonetics is a company dedicated to providing diverse and dynamic work environments. They are seeking a Product Support Engineer I to deliver technical and operational support to customers and internal teams, ensuring effective troubleshooting and issue resolution.
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
- 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
- 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
- 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
Benefits
- 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
- Health and welfare benefits
Company Overview
Haemonetics is a global medical technology company that provides Blood Management and Interventional Technologies. It was founded in 1971, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.haemonetics.com.Company H1B Sponsorship
Haemonetics has a track record of offering H1B sponsorships, with 2 in 2025, 3 in 2024, 3 in 2023, 2 in 2022, 4 in 2021. Please note that this does not guarantee sponsorship for this specific role.
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