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.

RESPONSIBILITIES:

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. 

PREFERRED QUALIFICATIONS:

• Customer support experience in diagnostics or medical device industry.

• Experience with software/hardware troubleshooting.

• Competence with hospital data management systems, and related technical environments with a working knowledge of diagnostics, software systems, and hardware components.

• Excellent organization, time management, and problem‑solving abilities.

• Proficiency with MS Office and Windows/Mac OS.

• Experienced in hospital Point of Care medical devices and environment would be a distinct advantage.

• Knowledgeable in a variety of health organization's IT networks, their info-structure and hierarchy would be a district advantage.

• Knowledge and experience with troubleshooting network connectivity using TCP/IP utilities and their functions. Such as Ping, Ipconfig, and Tracert would be an advantage.

• Experience with Microsoft products including Microsoft Windows 7 and 10 Enterprise, Windows 2008\2012 Server and Windows SQL 2008/2014 server would be an advantage.

• Basic understanding of Virtual Systems would be an advantage.

• Working knowledge of Excel spreadsheets and basic Excel functions would be an advantage.

• Experience with VPN and remote access including various software VPN connections, RDP, TeamViewer and GoTo Assist would be an advantage.

• Familiarity with serial communication would be an advantage.

COMPETENCIES:

• Demonstrated excellent analytical, organizational and problem-solving abilities.

• Utilizing available resources to troubleshoot customers’ complaints.

• Prioritizing cases via emails by urgency and providing immediate solutions.

• Proven ability to manage changing and competing priorities as they pertain to overall business objectives.

• Ability to adapt and adjust to fluid situations.

• Consistently deliver positive results with complaints made by customers.

• Demonstrated self-motivation, eagerness to grow professionally, and commitment to self-development.

• Motivated to learn and grow professionally.

• Taken on new tasks and responsibilities.

• Demonstrated self-management/time management skills.

• Answering high volumes of calls and consistently maintaining low totals numbers of opened cases on a monthly basis.

• Addressing and following up with customers complains/inquiries in a timely manner.

• Completing assigned interface work scope promptly for Sales.