As a Technical Customer Support Supervisor, you will lead 2 frontline leaders and a team of consultants responsible for driving customer loyalty and ensuring that our customers and distributors are satisfied and are achieving measurable value from our products and services.
This role offers the opportunity to work in veterinary diagnostics and make a direct impact on veterinary practices and patient care.
The Customer Support team plays a critical role in supporting IDEXX customers across Europe, building strong relationships and ensuring customers maximize the value of diagnostic solutions.
Why this role matters:
You will be a key contributor to customer success within the Companion Animal Group (CAG), ensuring veterinary professionals can rely on IDEXX technology to deliver critical diagnostics. You will help strengthen customer relationships, support business growth, and ultimately contribute to better outcomes for animals.
In this role:
- You will lead the team of Technical Customer Support for Northern Europe (UK, Denmark, Norway, Sweden, Finland & Netherlands). You will also lead Distributor Support and Advance Technical Support Consultants.
- You will directly lead 2 frontline leaders and approximately 6 consultants (indirectly responsible for 24 consultants), continually seeking opportunities to improve operations, including people, processes, and technology.
- You will help to develop, define and execute a culture that leverages rewards and recognition.
- You will develop and mentor your team through on-boarding, open communication, training, development opportunities and performance management processes.
- You will build and maintain employee morale and motivation; ensuring the team is appropriately staffed with required competencies.
- You will manage & implement continuous improvement initiatives & drive projects
What you need to succeed
- Preferably a bachelor’s degree in technology, life sciences, or an applicable area.
- 5+ years' experience in a customer support center environment with increasing responsibilities including people management experience and a proven track record of providing extraordinary customer service.
- Experience working with customer support teams at distributors.
- Strong technical subject matter experience and expertise in managing function leaders.
- Demonstrated skills in leadership, performance coaching, problem solving, planning, and delegating.
- Proven capability to collaborate with all levels of the organization.
- Excellent verbal and written communication skills and strong interpersonal/communication skills
- Fluent in English (written and verbal).
- Strong organizational skills, especially in a multi-tasking environment
What you can expect from us:
- This is a hybrid role based out of our Hoofddorp location, with a minimum requirement of eight days a month onsite.
- Opportunity for an annual bonus
- On the job training & career advancement opportunities.
- Additional benefits including but not limited to volunteer paid days off, bike plan and much more.
- 25 days holidays / year
- Retirement/Pension contribution percentage paid by IDEXX
Why IDEXX:
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.
We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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Skills Required
- 5+ years experience in a customer support center with increasing responsibilities including people management
- Experience working with customer support teams at distributors
- Strong technical subject matter experience relevant to diagnostics products
- Demonstrated leadership, performance coaching, problem solving, planning, and delegating skills
- Proven capability to collaborate with all levels of the organization
- Excellent verbal and written communication and strong interpersonal skills
- Fluent in English (written and verbal)
- Preferably a bachelor's degree in technology, life sciences, or an applicable area
- Strong organizational skills and ability to multitask
IDEXX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about IDEXX and has not been reviewed or approved by IDEXX.
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Healthcare Strength — Health coverage is described as comprehensive with day-one eligibility and added programs for mental health and musculoskeletal care. Feedback suggests insurance quality is strong, with multiple plan options and supportive wellness services.
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Retirement Support — Retirement savings support is highlighted through a clear 401(k) match that begins after an initial waiting period. Feedback suggests this materially strengthens total compensation beyond base pay.
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Leave & Time Off Breadth — Time-off programs are depicted as generous, including PTO, paid holidays, and volunteer days. Parental leave and adoption assistance add to the breadth of paid leave options.
IDEXX Insights
What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock. We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better. IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries. Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices. We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk. Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
