Technical Services Specialist

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. The Technical Services Specialist is responsible exclusively for addressing customer email inquiries of a complex nature, including product questions, suggestions, and complaints across the company’s product lines. This role requires strong written communication skills, technical troubleshooting ability, and adherence to company procedures, quality standards, and regulatory guidelines. The specialist evaluates and resolves customer issues via email while collaborating with internal teams as needed.

Customer Email Support Respond promptly and professionally to all customer emails, providing clear and accurate resolutions using product knowledge and technical troubleshooting skills. Identify when to involve other resources (engineering, vendors, IT teams, etc.) to resolve email‑based inquiries. Communicate all solutions, questions, and follow‑ups exclusively through email unless an internal escalation requires otherwise. Case Documentation Document all email interactions within the complaint handling system using guidelines to ensure accuracy, completeness, and readability. Update cases with additional information, customer attachments, and internal communications. Issue Escalation & Follow‑Up Track and manage open email cases, ensuring timely follow‑up and clear communication until resolution. Escalate cases with potential regulatory or technical impact to appropriate internal personnel. Monitor older email cases to ensure a low number of open items monthly. Cross‑Functional Collaboration (Email‑Driven) Provide well‑organized written documentation to internal groups when email cases require deeper investigation. Act as a liaison between customers and internal teams using written summaries and email-based communication. Supply expertise and clarifications for email cases involving specialized product knowledge. Peer Support Support other specialists by reviewing email case documentation, providing guidance, or assisting with complex email‑based troubleshooting. Evaluate email cases for completeness before internal escalation or project creation. Share technical knowledge to strengthen the team’s ability to resolve email inquiries. Technical Troubleshooting Apply working knowledge of diagnostics, software systems, and hardware components as they relate to resolving customer issues submitted via email. Use system tools to analyze problems described in email cases. Provide clear written explanations of findings and recommended corrective actions. Professional Behavior & Customer Experience Maintain a professional, positive, and service‑oriented tone in all email communication. Deliver concise, empathetic, and customer‑friendly written responses. Ensure satisfaction by confirming resolution outcomes via follow‑up emails. Quality & Compliance Support the ARDx Quality Management System through accurate documentation and adherence to established procedures. Understand how improper handling of email investigations may affect device safety, compliance, or quality outcomes. Escalate any observed quality concerns based on email case data. Additional Duties (Email‑Related Only) Assist with escalated email cases involving interface or configuration concerns when appropriate. Participate in training, skill development, and knowledge‑sharing to improve performance in email‑based support workflows. BASIC QUALIFICATIONS | EDUCATION: BS/BA Required and/or 3 years of related IT/Quality/customer support experience Written and verbally fluent in English, French & Spanish, with other languages an advantage.

Customer support experience in diagnostics or medical device