Technical Support Specialist Lead

CooperCompanies•Dallas, TX

19d

About The Position

Provides technical leadership across the Technical Support organization and serves as a recognized expert in 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. Develops technical competency across the organization and ensures effective use of D365 CRM processes and data. Acts as the primary technical trainer and mentor for the Technical Support team and serves as the highest level of technical escalation. Owns and governs D365 CRM processes for case management, work order creation, asset management, and incident tracking. Advises customers, commercial teams, and company leadership on product value, technical capabilities, installation requirements, workflow benefits, and implementation strategies. Supports business growth through customer consultations, technical evaluations, pre-installation planning, and continuous improvement initiatives. Work is performed primarily in an office environment or approved remote work setting. The role involves frequent interaction with customers, field engineers, sales personnel, and internal stakeholders using phone, email, Microsoft Teams, and other remote communication tools. It requires prolonged sitting and computer use while managing customer and service records in D365 CRM, as well as managing multiple priorities in a fast-paced environment. Occasional travel may be required to customer sites, company facilities, training events, trade shows, customer meetings, and team meetings; travel is up to 25%. The employee must maintain accurate and timely documentation and comply with company policies, quality requirements, and applicable safety procedures. The good-faith estimated salary range is $96,980–$129,309. The actual amount offered depends on factors including location, skills, and experience. CooperSurgical describes its total compensation plan as competitive; the recruitment team can provide more information about variable pay opportunities and benefits.

Requirements

Associate's or Bachelor's degree in a technical field, or an equivalent combination of education and experience.
Meet 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 effectively 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.
At least 7 years of relevant field service, technical support, laboratory equipment, medical device, or related technical experience.
Demonstrated experience leading complex technical investigations, customer escalations, and cross-functional initiatives.
Ability to manage multiple priorities, escalations, customer requests, and strategic initiatives in a fast-paced environment.
Ability to maintain accurate and timely D365 CRM documentation and comply with company policies, quality requirements, and applicable safety procedures.

Nice To Haves

Previous experience serving as a trainer, mentor, technical lead, or subject matter expert.
Experience supporting strategic customer engagements, technical sales activities, and pre-installation planning initiatives.

Responsibilities

Serve as the highest-level technical escalation resource for customer, field service, and product-related issues.
Lead investigation and autonomous resolution of complex customer and product issues, collaborating as needed and implementing corrective actions.
Establish troubleshooting methodologies, technical support standards, and organizational best practices.
Establish governance and standards for D365 CRM case management, work order creation, incident classification, and asset management.
Ensure consistent CRM utilization and data quality across processes, workflows, and reporting.
Analyze technical support, asset, incident, and service data to identify trends and operational improvement opportunities.
Drive initiatives to improve service quality, efficiency, customer satisfaction, and product reliability.
Develop and deliver technical training for Technical Support and Field Service personnel on products, procedures, troubleshooting methodologies, and service processes.
Assist in developing and maintaining 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, lead onboarding and competency development, and identify and address organizational skill gaps.
Provide functional leadership, technical direction, and guidance across the Technical Support organization while promoting continuous learning, knowledge sharing, and service excellence.
Serve as the primary technical liaison for strategic sales opportunities, product evaluations, and customer demonstrations.
Partner with Commercial, Sales, and Marketing teams on business development initiatives and key customer engagements.
Lead technical discovery discussions and recommend appropriate solutions based on customer needs.
Explain product benefits, technical capabilities, workflows, integration requirements, and implementation strategies in customer meetings.
Advise on equipment selection, laboratory workflow optimization, and operational best practices.
Establish standards for pre-installation assessments, site readiness reviews, and deployment planning in partnership with senior leadership.
Support complex customer discussions about technical performance, applications, and long-term equipment strategies.
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.
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.