TechnicalServicesSpecialist

## **JOB DESCRIPTION:** 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. This job description will be reviewed periodically and is subject to change by management. **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 writ