We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice. Job Details PURPOSE Responsible for providing timely and quality service to business unit customers, specifically for technical support within the specified UK and US field service region . Supports Customers & Services by providing technical support as well as on-site support. Answers technical support calls during normal business hours and provides after hours support as needed. Installs, reviews, operates, maintains, repairs, and modifies equipment. Provides service related guidance and training to customer personnel in the establishment of equipment operation, maintenance, inspection procedures and techniques. Analyzes equipment failures to determine cause and recommends corrective action. Participates and assists in planning phases related to installation, trials and evaluation of equipment and systems. RESPONSIBILITIES Duties are listed in order of greatest importance, the incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs: Answers and resolves hotline calls from customer or field staff and escalates or reroutes when necessary. Assists with field service activities & administration, including creating & reviewing metrics. Analyzes reports to identify problems & take corrective actions. Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle & Salesforce application Coordinates with other business units to resolve customer requests & issues, including special projects. Maintains new & existing documents including, but not limited to, training records, service manuals, technical bulletins and guides, and customer registration & training records. Oversees and reviews necessity of parts/tools inventory including parts returns, ordering and management of financials Participates in continual process improvement measures including the communication of technical updates & department process changes. Provide training & support to Customer Support staff, all Field Service Engineers, as well as customers. Provides business analysis and support for key customer operational activities supported by HAE field staff. Integrates with account managers and sales process for designated “key” customer accounts. Provides services such as installation, on-time preventative maintenance, upgrades, product support, trouble shooting and repair services on medical device systems to customers in an assigned territory. MINIMUM REQUIRED EDUCATION AND EXPERIENCE 3 years of technical support experience with proven record of customer satisfaction. Medical equipment experience (preferred) EEO Policy Statement Throughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world's blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development.

Product Support Engineer II.

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