Product Support Engineer I

🔥 0 minutes ago

⛰️ Colorado, Nevada, +2 more states – Remote

⛰️ Colorado – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote ⛷️ Utah – Remote

💵 $21 - $35 / hour

⏰ Full Time

🟢 Junior

📞 Support Engineer

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Haemonetics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Haemonetics is a company that provides a suite of innovative medical technology solutions aimed at improving the quality, effectiveness, and efficiency of healthcare. The company focuses on optimizing operations for plasma centers, enhancing patient care in hospitals, and driving efficiency in blood centers by offering advanced technologies that improve productivity, quality, and safety. Haemonetics is committed to advancing healthcare standards and creating better outcomes for patients through their technology and services.

📋 Description

• Provide frontline technical and operational support to customers and internal teams • Answer and document hotline calls from customers, Product Support, and field staff • Follow troubleshooting scripts and established escalation paths • Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams • Assist with device operation questions and basic maintenance guidance • Perform basic service activities, including troubleshooting and coordinating part replacement • Support parts and tool tracking, including basic part ordering and returns under guidance • Use 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 • 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 applicable regulatory requirements and internal quality standards

🎯 Requirements

• 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) • 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 • Education equivalency: every 2 years of relevant technical experience may substitute for 1 year of college education toward the associate’s degree requirement

🏖️ Benefits

• Discretionary annual bonus for non-sales roles • Eligibility for the Company’s long-term incentive plan, depending on role • 401(k) with up to a 6% employer match and no vesting period • Employee stock purchase plan • Flexible time off for salaried employees • Three to five weeks’ vacation annually for hourly employees, based on tenure • 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 • Travel for required training and field shadowing