Product Support Engineer I

Pay

The pay range for this role is: $21.15-$35.95/Hourly.
The base pay actually offered to the successful candidate will take into account, without limitation, the candidate’s location, education, job-knowledge, skills, and experience in prior relevant roles.
Incentives may also be provided as part of Haemonetics’ employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms.
Employees may also be eligible to participate in the Company’s long-term incentive plan, with eligibility and target amount dependent on the role.
In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, “flexible time off” for salaried employees and, 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, and/or health and welfare benefits.

Qualifications

• 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.

Requirements

• 1–2 years of technical, customer support, or field service experience.
• Associate’s degree required (Technical, Engineering, or related field preferred).
• Every 2 years of relevant technical experience may substitute for 1 year of college education toward the associate’s degree requirement.

Skills

• 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

In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, “flexible time off” for salaried employees and, 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, and/or health and welfare benefits.

Schedule

Participate in scheduled Level I hotline coverage during normal business hours. 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.