Offer summary

Qualifications:

Minimum of Associate's Degree required., 3 years of technical field experience with a proven record of customer satisfaction., Experience with medical equipment is essential., Strong problem-solving and communication skills are necessary..

Key responsabilities:

Provide technical and operational device support to customers and services.

Answer and resolve hotline calls from product support, customers, and field staff.

Conduct training on equipment operation and maintenance for customer personnel.

Manage parts inventory and service expenses within budget.

Job description

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

Supports Customers & Services by providing technical and operational device support. Answers product 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:

Adheres to all applicable regulatory requirements
Answers and resolves hotline calls from product support, customers and field staff.
Acts as escalation point for Product Support and Field Service
Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle & Salesforce application
Consistent achievement of defined customer satisfaction metrics
May assist with new hire training as directed by supervisor or manager
Maintains Level II Hotline coverage during normal business hours as well as after-hours support on a rotational basis
Oversees and reviews necessity of parts/tools inventory including part orders and returns
Overnight travel within United States required
Participate in cross functional projects as required.
Participates in clinical training in order to gain a solid working knowledge to accurately respond to customer and user inquiries, escalating needs accordingly
Provide technical, operational and maintenance training on products to blood center/commercial plasma product lines
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 on an as needed basis.
Responsible to manage parts inventory and service expenses within budget, when applicable