Technical Support Specialist Lead
CooperCompanies
Summary
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.
Job description
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.
Requirements
- 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
- 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
- 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
- Previous experience serving as a trainer, mentor, technical lead, or subject matter expert preferred
- Experience supporting strategic customer engagements, technical sales activities, and pre-installation planning initiatives preferred
Benefits
- Competitive total compensation plan
- Variable pay opportunity
- Benefits package
Company overview
CooperCompanies (Nasdaq: COO) is a leading global medical device company headquartered in San Ramon, California, with a workforce of over 15,000 employees. The company operates through two primary business units: CooperVision and CooperSurgical. CooperVision is a trusted leader in the contact lens industry, focusing on vision correction and improving daily visual experiences for millions worldwide. CooperSurgical specializes in fertility and women's healthcare, providing innovative medical devices and solutions that support reproductive health and family planning. With products sold in over 130 countries, CooperCompanies positively impacts more than fifty million lives annually. The company generates approximately $4.1 billion in annual revenue and maintains a strong global presence, leveraging its expertise in medical device manufacturing to address critical healthcare needs in both vision care and women's health sectors. CooperCompanies is publicly traded and continues to expand its market leadership through strategic acquisitions, product innovation, and operational excellence.