{"id":1128556,"url":"https://alion.io/job/haemonetics-customer-support-specialist-oxford-based","title":"Customer Support Specialist - Oxford based","company":{"id":4471,"name":"Haemonetics","domain":"haemonetics.com","url":"https://alion.io/company/haemonetics","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":132000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-22T23:28:10Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-22T05:40:23Z","board_verified":false,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"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.\nJob Details\nThe Customer Onsite Support Specialist supports patient safety at the customer site and acts as the interface between Haemonetics and the customer team. The role ensures that the BloodTrack system is deployed and functioning optimally, that issues are resolved promptly, and that service improvements are communicated, agreed and actioned appropriately.\nKey Responsibilities\nMaintain the optimal functionality of the BloodTrack system, ensuring that hardware and software issues are identified, accurately diagnosed, recorded and actively resolved.\nMonitor the onsite helpdesk support line and voicemail, responding to requests by telephone, remotely or through an onsite visit, as appropriate.\nCheck system activity and equipment reports, follow up overdue actions, and investigate tests or activities that have not transferred correctly to BloodTrack Manager.\nWork closely with clinical users, laboratory teams, hospital IT and other departments, third-party partners and Haemonetics colleagues to resolve concerns and minimise downtime.\nConduct scheduled reviews and rolling preventative maintenance of PDAs, printers, blood fridges and other relevant devices, maintaining accurate maintenance and asset records.\nProcess faulty devices, coordinate third-party repair and collection, receive and configure replacement equipment, and maintain appropriate levels of spare equipment.\nMaintain accurate helpdesk, asset, location and KPI records, including logging calls and issues and keeping system naming and device profiles current.\nPrepare and deliver regular reports, including monthly KPI reporting, and identify opportunities to improve system utilisation and service delivery.\nDevelop and maintain troubleshooting guides and other practical support materials for equipment and system issues.\nTraining & Clinical Support\nDeliver operational BloodTrack Tx, blood fridge and remote issue training, including competency assessments, for relevant customer staff such as nurses, doctors, porters and agency colleagues.\nSupport group training and educational events, including medical staff inductions, study days and link nurse sessions.\nProvide ward-based coaching and use onsite visits to reinforce good practice.\nDeliver train-the-trainer sessions and advanced troubleshooting and hardware maintenance training for link nurses.\nMaintain training databases and ensure training equipment and approved materials are available when required.\nCreate and update training slides, supporting documentation, posters, memos and other educational tools with customer input and approval.\nKeep clinical training materials aligned with current hardware and software, including up-to-date screenshots and clearly illustrated safety-critical steps.\nEducation and Experience Requirements\nRelevant professional background as a Biomedical Scientist, Pathology IT specialist, laboratory professional or Transfusion Practitioner.\nAt least 5 years of experience in a nursing or clinical environment, with experience using clinical software applications.\nClinical knowledge and practical experience sufficient to understand the context in which the products are used.\nPrevious experience delivering training, coaching or competency assessments, ideally within a clinical or healthcare environment.\nStrong written and verbal communication skills, with attentive listening and the ability to adapt to clinical and technical audiences.\nExcellent organisation and the ability to manage multiple priorities simultaneously.\nA high level of accuracy, including when working under pressure, and the ability to maintain confidential information.\nSound judgement, practical decision-making and a proactive approach to resolving issues.\nAbility to build effective customer relationships and collaborate across clinical, technical and commercial stakeholders.\nA service-focused mindset and determination to deliver reliable support in a patient-safety-critical environment.\nFull driving license.\nWorking Arrangements\nThis position is based at the customer site in Oxford, United Kingdom.\nOnsite presence is required five days per week.\nStandard working hours are 9:00 am to 5:00 pm.\nEEO Policy Statement","description_format":"text","description_chars":4405,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Surgical Instruments & Devices","Blood & Tissue Banks"],"lifecycle":[{"event":"open","at":"2026-09-22T23:28:10Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; 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