Remote Technical Support Lead, D365 & Training Champion

CooperSurgical; Livingston (NJ); Hybrid; USD 97,000 - 129,000; Full time

Job summary

CooperSurgical seeks a seasoned technical leader to guide the Technical Support organization, serving as the top escalation resource and mentor for the team. You will govern D365 CRM case management, asset tracking, and incident workflows, while driving strategic initiatives and collaboration with sales, product, and service teams.

The role emphasizes training development, governance of service standards, and continuous improvement to enhance customer outcomes and product reliability.

Qualifications

• 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.
• 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.

Responsibilities

• Serve as the highest-level technical escalation resource for customer, field service, and product 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.
• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Mentoring

Communication

Stakeholder management

Analytical thinking

Education

Associate's or Bachelor's degree in a technical field

Tools

D365 CRM

Job description

CooperSurgical seeks a seasoned technical leader to guide the Technical Support organization, serving as the top escalation resource and mentor for the team. You will govern D365 CRM case management, asset tracking, and incident workflows, while driving strategic initiatives and collaboration with sales, product, and service teams.

The role emphasizes training development, governance of service standards, and continuous improvement to enhance customer outcomes and product reliability.