Technical Support Specialist Lead

Provides technical leadership across the Technical Support organization and serves as a recognized expert for customer support operations, service processes, and supported technologies. Leads major technical escalations, establishes service standards, develops training and certification programs, supports strategic commercial initiatives, and drives continuous improvement across support and field service operations. Responsible for developing technical competency across the organization and ensuring effective utilization of D365 CRM processes and data.

Provides organizational leadership and expert technical guidance for customer support operations. Acts as the primary technical trainer and mentor for the Technical Support team while serving as the highest level of technical escalation. Owns and governs processes associated with case management, work order creation, asset management, and incident tracking within Dynamics 365 (D365) CRM. Acts as a strategic technical advisor to customers, commercial teams, and company leadership by communicating product value, technical capabilities, installation requirements, workflow benefits, and implementation strategies. Supports business growth through participation in customer consultations, technical evaluations, pre-installation planning activities, and continuous improvement initiatives.

Technical Leadership

• Serve as the highest-level technical escalation resource for customer, field service, and product-related issues.
• Lead autonomous resolution of complex customer and product issues through investigation, collaboration, and corrective action implementation.
• Establish troubleshooting methodologies, technical support standards, and best practices across the organization.
• Establish governance and standards for D365 CRM case management, work order creation, incident classification, and asset management.
• Ensure consistent utilization and data quality across CRM processes, workflows, and reporting.
• Analyze technical support, asset, incident, and service data to identify trends and opportunities for operational improvement.
• Drive continuous improvement initiatives that improve service quality, efficiency, customer satisfaction, and product reliability.

Training

• Develop and deliver technical training for Technical Support and Field Service personnel.
• Train technical personnel on products, procedures, troubleshooting methodologies, and service processes.
• Assist in development and maintenance of training materials, competency assessments, technical documentation, and knowledge management resources.
• Partner with internal technical training team to ensure audit readiness for training and certification programs.

Team Development

• Mentor and develop Technical Support Specialists at all levels.
• Lead onboarding and technical competency development programs.
• Identify organizational skill gaps and develop plans to address technical development needs.
• Provide functional leadership, technical direction, and guidance across the Technical Support organization.
• Promote a culture of continuous learning, knowledge sharing, and service excellence.

Commercial & Customer Support

• Serve as the primary technical liaison for strategic sales opportunities, product evaluations, and customer demonstrations.
• Partner with Commercial, Sales, and Marketing teams to support business development initiatives and key customer engagements.
• Lead technical discovery discussions to understand customer needs and recommend appropriate solutions.
• Participate in customer meetings to explain product benefits, technical capabilities, workflows, integration requirements, and implementation strategies.
• Provide expert consultation regarding equipment selection, laboratory workflow optimization, and operational best practices.
• Establish standards and best practices for pre-installation assessments, site readiness reviews, and deployment planning activities in partnership with Senior leadership.
• Support complex customer conversations involving technical performance, applications, and long-term equipment strategies.

Cross-Functional Leadership

• Partner with Product Management, Engineering, Quality, Regulatory, Sales, Marketing, and Service teams to improve products, processes, and customer outcomes.
• Support new product introductions and lifecycle management activities.
• Provide field and customer feedback to product development and leadership teams.
• Leverage D365 CRM reporting and analytics to improve support effectiveness and operational performance.
• Drive customer experience and service excellence initiatives.
• Perform other duties as assigned.

Education & Technical Skills

• Associate's or Bachelor's degree in a technical field or equivalent combination of education and experience.
• Meets all requirements of Senior Technical Support Specialist.
• Recognized technical expert in assigned product lines, technologies, laboratory applications, or workflows.
• Demonstrated ability to develop technical training programs, certification standards, and competency frameworks.
• Advanced knowledge of troubleshooting methodologies, service operations, CRM processes, and technical support best practices.
• Expert-level proficiency with D365 CRM, service processes, asset management, incident management, and reporting tools.
• Strong understanding of equipment installation requirements, laboratory workflows, and customer applications.

Professional Skills

• Proven experience mentoring, coaching, and developing technical personnel.
• Ability to influence technical strategy, process improvements, and organizational best practices.
• Strong leadership, presentation, facilitation, and stakeholder management skills.
• Ability to effectively communicate technical concepts and business value to customers, commercial teams, and executive leadership.
• Demonstrated ability to build trusted relationships with customers and internal stakeholders at all organizational levels.
• Strong analytical, problem-solving, and decision-making abilities.

Experience

• 7+ years of relevant field service, technical support, laboratory equipment, medical device, or related technical experience.
• Previous experience serving as a trainer, mentor, technical lead, or subject matter expert preferred.
• Demonstrated experience leading complex technical investigations, customer escalations, and cross-functional initiatives.
• Experience supporting strategic customer engagements, technical sales activities, and pre-installation planning initiatives preferred.

Work Environment & Physical Requirements

• Work is performed primarily in an office environment or approved remote work setting.
• Frequent interaction with customers, field engineers, sales personnel, and internal stakeholders via phone, email, Microsoft Teams, and other remote communication tools.
• Requires prolonged periods of sitting and working on a computer while managing customer cases, work orders, asset records, incident records, and service documentation within D365 CRM.
• Must be able to effectively manage multiple priorities, escalations, customer requests, and strategic initiatives in a fast-paced environment.
• May require occasional travel to customer sites, company facilities, training events, trade shows, customer meetings, and team meetings.
• Must maintain accurate and timely documentation of customer interactions, cases, incidents, assets, work orders, and service activities within D365 CRM.
• Required to comply with all company policies, quality requirements, and applicable safety procedures.

Travel up to 25%

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at [email protected].

As an employee of CooperSurgical you'll receive a competitive total compensation plan. Your recruitment team will be able to share more information about any variable pay opportunity and benefit package that accompanies this role.The good faith estimate of the salary range for this role is $96,980 and $129,309. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience.