[Remote] Product Support Engineer I

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

Company H1B Sponsorship