[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.ResponsibilitiesProvide frontline technical and operational support to customers and internal teamsAnswer and document hotline calls from customers, Product Support, and field staffFollow defined troubleshooting scripts and established escalation pathsEscalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teamsProvide assistance with device operation questions and basic maintenance guidancePerform basic service activities such as troubleshooting and coordinating part replacementSupport parts and tool tracking, including basic part ordering and returns under guidanceUse required business systems (including Oracle and Salesforce) for case documentation and part managementParticipate in scheduled Level I hotline coverage during normal business hoursProvide after-hours hotline support on a rotational basisParticipate 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 staffSupport cross-functional projects and operational initiatives as assignedMaintain service documentation and follow expense management guidelines when applicableSupport customer satisfaction metrics through professional communication and timely issue resolutionAdhere to all applicable regulatory requirements and internal quality standardsSkillsExperience working in a technical or operational customer support environmentAbility to follow structured troubleshooting processes and escalation proceduresStrong attention to documentation accuracy and regulatory complianceProfessional customer communication skillsAbility to work in a hotline support environment with scheduled coverageWillingness to travel for training and field shadowing when requiredAbility to work after hours as part of an on-call rotation1–2 years of technical, customer support, or field service experienceAssociate'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 requirementMedical device experienceExperience as a service or device repair engineer in hospitals, blood banks or plasma centersBilingual in SpanishExperience in a call center environmentBenefits401(k) with up to a 6% employer match and no vesting periodAn employee stock purchase planFlexible time off for salaried employeesFor hourly employees, accrual of three to five weeks’ vacation annually (based on tenure)Accrual of up to 64 hours (annually) of paid sick timePaid and/or floating holidaysParental leaveShort- and long-term disability insuranceTuition reimbursementHealth and welfare benefitsCompany OverviewHaemonetics 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 SponsorshipHaemonetics 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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