Technical Support Lead & Training Architect (D365)

CooperSurgical; Dallas (TX); Hybrid; USD 97,000 - 129,000; Full time

Job summary

CooperSurgical seeks a senior Technical Leader for the Technical Support organization with extensive experience in customer support operations, service processes, and D365 CRM. The role drives major escalations, sets service standards, and develops training and certification programs to support strategic commercial initiatives.

You will mentor the Technical Support team, own case management processes, and act as a strategic advisor to customers, sales, and leadership while guiding continuous

Qualifications

• 7+ years of relevant field service, technical support, or related experience.
• Proven experience leading complex investigations and cross-functional initiatives.
• Ability to influence technical strategy and drive process improvements.

Responsibilities

• Serve as the highest-level technical escalation resource for customer, field service, and product issues.
• Establish governance for D365 CRM case management, work orders, and asset records.
• Lead training and mentoring for Technical Support and Field Service teams.

Skills

Leadership

Mentoring

Communication

Problem solving

Stakeholder mgmt

Education

Technical degree or equivalent

Tools

D365 CRM

Job description

CooperSurgical seeks a senior Technical Leader for the Technical Support organization with extensive experience in customer support operations, service processes, and D365 CRM. The role drives major escalations, sets service standards, and develops training and certification programs to support strategic commercial initiatives.

You will mentor the Technical Support team, own case management processes, and act as a strategic advisor to customers, sales, and leadership while guiding continuous