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.

• 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.

• 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…