Technical Support Lead & D365 CRM Expert - Remote

CooperSurgical; Trumbull (CT); Hybrid; USD 97,000 - 129,000; Full time

Job summary

CooperSurgical is seeking a Senior Technical Support Leader to drive technical leadership across the Support organization, manage major escalations, and establish service standards. The role focuses on D365 CRM processes, data governance, and continuous improvement of field service operations.

You will train and mentor the Technical Support team, collaborate with Commercial, Sales, and Product teams, and support pre-installation planning and customer engagements.

Qualifications

• Associate's or Bachelor's degree in a technical field or equivalent combination of education and experience.
• Senior-level expertise in CRM processes and service operations.
• Ability to develop training programs and certification standards.
• Experience leading complex technical investigations and customer escalations.

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.
• Establish troubleshooting methodologies, technical support standards, and best practices across the organization.
• Govern D365 CRM case management, work order creation, incident classification, and asset management.
• Provide technical training for Technical Support and Field Service personnel.
• Mentor and develop Technical Support Specialists at all levels.
• Collaborate with Product Management, Engineering, Quality, Regulatory, Sales, Marketing, and Service teams to improve products and processes.
• Leverage D365 CRM reporting and analytics to improve support effectiveness and operational performance.

Skills

D365 CRM

Technical leadership

Training & certification

Data analytics

Incident management

Education

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

Tools

D365 CRM

Job description

CooperSurgical is seeking a Senior Technical Support Leader to drive technical leadership across the Support organization, manage major escalations, and establish service standards. The role focuses on D365 CRM processes, data governance, and continuous improvement of field service operations.

You will train and mentor the Technical Support team, collaborate with Commercial, Sales, and Product teams, and support pre-installation planning and customer engagements.