Technical Support Specialist Lead

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. Responsible for developing technical competency across the organization and ensuring effective utilization of D365 CRM processes and data.

Provides organizational leadership and expert technical guidance for customer support operations. Acts as the primary technical trainer and mentor for the Technical Support team while serving as the highest level of technical escalation. Owns and governs processes associated with case management, work order creation, asset management, and incident tracking within Dynamics 365 (D365) CRM. Acts as a strategic technical advisor to customers, commercial teams, and company leadership by communicating product value, technical capabilities, installation requirements, workflow benefits, and implementation strategies. Supports business growth through participation in customer consultations, technical evaluations, pre-installation planning activities, and continuous improvement initiatives.

CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. As a division of CooperCompanies, we're driven by a unified purpose to enable patients to experience life's beautiful moments. Guided by our shared values - dedicated, innovative, friendly, partners, and do the right thing - our offerings support patients throughout their lifetimes, from contraception to fertility and birth solutions, to women's and family care, and beyond. We currently offer over 600 clinically relevant medical devices to healthcare providers, including testing and treatment options, as well as an innovative suite of assisted reproductive technology and genomic testing solutions. Learn more at www.coopersurgical.com.