Technical Support Specialist Lead (Medical Devices)

Location: Dallas, TX, United States; Livingston, NJ, United States; or Trumbull, CT, United States. Work is performed primarily in an office environment or approved remote work setting, with travel of up to 25% to customer sites, company facilities, training events, trade shows, customer meetings, and team meetings.

Salary: $96,980–$129,309 per year.

Company

hirify.global develops and supports medical and laboratory equipment, technologies, and related customer solutions.

What you will do

• Serve as the highest-level technical escalation resource for customer, field service, and product-related issues, leading investigations and corrective actions.
• Establish troubleshooting methodologies, technical support standards, and best practices across customer support and field service operations.
• Govern Dynamics 365 CRM processes for case management, work orders, incident classification, asset management, reporting, and data quality.
• Develop and deliver technical training, certification programs, competency assessments, documentation, and onboarding initiatives.
• Support strategic sales opportunities, customer demonstrations, technical discovery, equipment selection, laboratory workflow optimization, pre-installation assessments, and deployment planning.
• Partner with Product Management, Engineering, Quality, Regulatory, Sales, Marketing, and Service teams on product introductions, lifecycle management, customer feedback, and service improvement.

Requirements

• Associate's or Bachelor's degree in a technical field, or an equivalent combination of education and experience.
• Meet all requirements of Senior Technical Support Specialist and be recognized as a technical expert in assigned product lines, technologies, laboratory applications, or workflows.
• Demonstrated ability to develop technical training programs, certification standards, competency frameworks, and technical documentation.
• 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.
• Strong understanding of equipment installation requirements, laboratory workflows, and customer applications.
• Proven experience mentoring, coaching, and developing technical personnel, with strong leadership, presentation, facilitation, stakeholder management, analytical, problem-solving, and decision-making skills.
• Ability to communicate technical concepts and business value to customers, commercial teams, and executive leadership and build trusted relationships across organizational levels.
• 7+ years of relevant field service, technical support, laboratory equipment, medical device, or related technical experience, including experience leading complex technical investigations, customer escalations, and cross-functional initiatives.

Nice to have

• Previous experience serving as a trainer, mentor, technical lead, or subject matter expert.
• Experience supporting strategic customer engagements, technical sales activities, and pre-installation planning initiatives.

Culture & Benefits

• Office-based or approved remote work setting with frequent collaboration through phone, email, Microsoft Teams, and other remote communication tools.
• Fast-paced environment requiring management of multiple priorities, escalations, customer requests, and strategic initiatives.
• Competitive total compensation plan with potential variable pay and benefits.
• Compliance with company policies, quality requirements, and applicable safety procedures is required.