Technical Support Specialist Lead

CooperSurgical is seeking a Technical Support Specialist Lead in Dallas, TX for a hybrid role. This position provides technical leadership across the Technical Support organization, owning high-level escalations while setting standards for support processes and training.

In this role, you will govern Dynamics 365 (D365) CRM case management and related service workflows, ensuring consistent utilization, strong data quality, and measurable improvements to support effectiveness and customer experience.

Key Responsibilities

• Act as the highest-level technical escalation resource for customer, field service, and product-related issues.
• Lead autonomous resolution of complex customer and product problems through investigation, collaboration, and corrective action.
• Define 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 use of CRM processes, workflows, and reporting, supporting reliable data quality.
• Analyze technical support, asset, incident, and service data to find trends and drive operational improvements.
• Drive continuous improvement initiatives that strengthen service quality, efficiency, customer satisfaction, and product reliability.
• Develop and deliver technical training for Technical Support and Field Service personnel.
• Train technical personnel on products, procedures, troubleshooting methodologies, and service processes.
• Contribute to technical training materials, competency assessments, technical documentation, and knowledge management resources.
• Partner with the internal technical training team to support audit readiness for training and certification programs.
• Mentor and develop Technical Support Specialists at all levels, including leading onboarding and competency development programs.
• Identify organizational skill gaps and create plans to address technical development needs.
• Provide functional leadership, technical direction, and guidance across the Technical Support organization, promoting continuous learning and knowledge sharing.
• 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, recommend appropriate solutions, and participate in customer meetings focused on product capabilities and implementation strategies.
• Provide expert consultation on equipment selection, laboratory workflow optimization, and operational best practices.
• Set standards 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.
• Collaborate 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, and provide field and customer feedback to product development and leadership teams.
• Use D365 CRM reporting and analytics to improve support effectiveness and operational performance.
• Drive customer experience and service excellence initiatives.
• Perform other duties as assigned.

Requirements

• Associate's or Bachelor's degree in a technical field, or an 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.
• 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 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.

Technologies

• Dynamics 365 (D365) CRM
• D365 CRM

Compensation & Benefits

• Competitive total compensation plan, including a good faith estimate of the salary range for this role of $96,980 to $129,309.

Work Environment & Physical Requirements

• Work is performed primarily in an office environment or an 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 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.
• Must comply with all company policies, quality requirements, and applicable safety procedures.

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.