{"id":2884432,"url":"https://alion.io/job/coopercompanies-technical-support-specialist-lead","title":"Technical Support Specialist Lead","company":{"id":2859488,"name":"CooperCompanies","domain":"coopercos.com","url":"https://alion.io/company/coopercos","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":13,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":96980,"max":129309,"currency":"USD","period":"year","gross":null,"usd_annual":129309},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Teams","optional":false}],"status":"live","first_seen_at":"2026-10-19T21:29:03Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-20T04:07:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nProvides 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.\n Technical Leadership\nServe as the highest-level technical escalation resource for customer, field service, and product-related issues.\nLead autonomous resolution of complex customer and product issues through investigation, collaboration, and corrective action implementation.\nEstablish troubleshooting methodologies, technical support standards, and best practices across the organization.\nEstablish governance and standards for D365 CRM case management, work order creation, incident classification, and asset management.\nEnsure consistent utilization and data quality across CRM processes, workflows, and reporting.\nAnalyze technical support, asset, incident, and service data to identify trends and opportunities for operational improvement.\nDrive continuous improvement initiatives that improve service quality, efficiency, customer satisfaction, and product reliability.\nTraining\nDevelop and deliver technical training for Technical Support and Field Service personnel.\nTrain technical personnel on products, procedures, troubleshooting methodologies, and service processes.\nAssist in development and maintenance of training materials, competency assessments, technical documentation, and knowledge management resources. \nPartner with internal technical training team to ensure audit readiness for training and certification programs.\nTeam Development\nMentor and develop Technical Support Specialists at all levels.\nLead onboarding and technical competency development programs.\nIdentify organizational skill gaps and develop plans to address technical development needs.\nProvide functional leadership, technical direction, and guidance across the Technical Support organization.\nPromote a culture of continuous learning, knowledge sharing, and service excellence.\nCommercial & Customer Support\nServe as the primary technical liaison for strategic sales opportunities, product evaluations, and customer demonstrations.\nPartner with Commercial, Sales, and Marketing teams to support business development initiatives and key customer engagements.\nLead technical discovery discussions to understand customer needs and recommend appropriate solutions.\nParticipate in customer meetings to explain product benefits, technical capabilities, workflows, integration requirements, and implementation strategies.\nProvide expert consultation regarding equipment selection, laboratory workflow optimization, and operational best practices.\nEstablish standards and best practices for pre-installation assessments, site readiness reviews, and deployment planning activities in partnership with Senior leadership.\nSupport complex customer conversations involving technical performance, applications, and long-term equipment strategies.\nCross-Functional Leadership\nPartner with Product Management, Engineering, Quality, Regulatory, Sales, Marketing, and Service teams to improve products, processes, and customer outcomes.\nSupport new product introductions and lifecycle management activities.\nProvide field and customer feedback to product development and leadership teams.\nLeverage D365 CRM reporting and analytics to improve support effectiveness and operational performance.\nDrive customer experience and service excellence initiatives.\nPerform other duties as assigned.\n Education & Technical Skills\nAssociate's or Bachelor's degree in a technical field or equivalent combination of education and experience.\nMeets all requirements of Senior Technical Support Specialist.\nRecognized technical expert in assigned product lines, technologies, laboratory applications, or workflows.\nDemonstrated ability to develop technical training programs, certification standards, and competency frameworks.\nAdvanced knowledge of troubleshooting methodologies, service operations, CRM processes, and technical support best practices.\nExpert-level proficiency with D365 CRM, service processes, asset management, incident management, and reporting tools.\nStrong understanding of equipment installation requirements, laboratory workflows, and customer applications.\nProfessional Skills\nProven experience mentoring, coaching, and developing technical personnel.\nAbility to influence technical strategy, process improvements, and organizational best practices.\nStrong leadership, presentation, facilitation, and stakeholder management skills.\nAbility to effectively communicate technical concepts and business value to customers, commercial teams, and executive leadership.\nDemonstrated ability to build trusted relationships with customers and internal stakeholders at all organizational levels.\nStrong analytical, problem-solving, and decision-making abilities.\nExperience\n7+ years of relevant field service, technical support, laboratory equipment, medical device, or related technical experience.\nPrevious experience serving as a trainer, mentor, technical lead, or subject matter expert preferred.\nDemonstrated experience leading complex technical investigations, customer escalations, and cross-functional initiatives.\nExperience supporting strategic customer engagements, technical sales activities, and pre-installation planning initiatives preferred.\nWork Environment & Physical Requirements\nWork is performed primarily in an office environment or approved remote work setting.\nFrequent interaction with customers, field engineers, sales personnel, and internal stakeholders via phone, email, Microsoft Teams, and other remote communication tools.\nRequires 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.\nMust be able to effectively manage multiple priorities, escalations, customer requests, and strategic initiatives in a fast-paced environment.\nMay require occasional travel to customer sites, company facilities, training events, trade shows, customer meetings, and team meetings.\nMust maintain accurate and timely documentation of customer interactions, cases, incidents, assets, work orders, and service activities within D365 CRM.\nRequired to comply with all company policies, quality requirements, and applicable safety procedures.\nTravel up to 25%\nTo 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.\nWe 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 .\nAs 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. 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