Every day, veterinary teams around the world make decisions about their patient in front of them using IDEXX diagnostics: in-clinic analyzers, reference laboratory services, and the software that ties all of it together. When something doesn't work the way it should, a clinic can't wait until tomorrow because patient care cannot wait until tomorrow. This is where our Customer Technical Support Team brings solutions, in real time, to assure support, when they need it and in the channel of their choice.
We are looking for a Senior Director, Customer Technical Support to lead that organization across the Americas (the United States, Canada, and Latin America). You will own the end-to-end technical support experience for our largest customer base: the instruments in the clinic, their reference lab orders, the connectivity and software connecting them, and every channel customers use to reach us. You will lead through a team of senior managers, setting the strategy and the operating plan, owning the budget and accountable for the results clinics actually feel: how quickly we answer, how often we resolve on first contact, and how much confidence a veterinary team has in the diagnostics they run.
This is a role for a leader who is equally comfortable in a quarterly business review with executive leadership and in a Monday-morning look at last week's queue.
In this role
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You will set the strategy and multi-year direction for customer technical support across the Americas, and translate it into annual operating plans your leaders can execute against.
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You will lead a large, multi-site, multi-country organization through subordinate leaders: establishing objectives, evaluating performance, and building a leadership bench with the management and technical depth the business needs.
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You will build one coherent support strategy that still respects real differences across the region (language, time zone coverage, market maturity, distributor versus direct models, and country-level regulatory and operational requirements) rather than exporting a single-country playbook.
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You will own daily, weekly, and monthly attainment of operational targets: service level, first-contact resolution, time to resolution, quality, customer satisfaction, and cost to serve, and move quickly when results drift off plan.
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You will own the function's budget and financial commitments, including headcount, operating expense, and cost per contact, ensuring staffing and resources are in place to deliver the plan within IDEXX's broader financial objectives.
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You will direct the development of operating policies, procedures, escalation paths, and workforce models, and integrate corporate standards into how the organization runs day to day.
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You will ensure the technology foundation for support is planned, budgeted, and delivering measurable improvement: case management, voice and digital channels, remote diagnostics and connectivity, knowledge and self-service, and AI-assisted tooling for both customers and agents.
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You will partner across a matrixed global organization (commercial, field service, R&D and product, quality and regulatory, and IT) to drive systemic product and process fixes rather than absorbing the volume they create.
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You will work as a peer with the Global Software support and product organizations, so that customers experiencing an issue that spans instrument, connectivity, and practice software meet one coordinated IDEXX rather than a set of handoffs.
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You will partner with your geographic counterparts in EMEA and Asia Pacific to align on standards, metric definitions, and escalation paths: sharing what works, adopting what they have proven, and presenting a consistent global support model to customers and to the business.
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You will work closely with peers on the Customer Experience team, connecting support insight to the broader journey (onboarding, self-service, digital experience, and loyalty measurement) so that improvements are designed around the customer rather than around any one function.
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You will engage personally with our largest corporate and enterprise customers on escalations and business reviews, and hold key vendor and outsourced partners accountable to their commitments.
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You will prepare and deliver executive-level reporting that summarizes performance, surfaces risk, and sets strategic direction.
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You will stay current on developments in support and service technology, veterinary practice operations, and the diagnostics industry, and may represent IDEXX in relevant external forums.
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You will adhere to and model the IDEXX Purpose and Guiding Principles.
A principal partner to the CAG Diagnostics business
This role is the principal support partner to the Companion Animal Group (CAG) Diagnostics business (across both in-house diagnostics and reference laboratories) and is accountable not only for handling contacts well, but for reducing the need for them. Technical support at IDEXX is not a downstream function. The volume, type, and root cause of every customer contact is one of the clearest signals we have about how our diagnostics are actually performing in the clinic.
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You will serve as the principal support partner to CAG Diagnostics leadership across in-house diagnostics and reference laboratories, joining their operating rhythm as a peer rather than as a service provider reporting results after the fact.
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You will build the analytics and feedback discipline to identify the true sources of customer contacts: instrument reliability and consumables, assay and result quality, connectivity and software, specimen handling and logistics, billing, and onboarding or training gaps, and quantify what each is costing customers and IDEXX.
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You will carry shared accountability with CAG Diagnostics for reducing contact incidence overall, driving root-cause elimination into product design, manufacturing and laboratory operations, software releases, installation and training, and proactive customer communication.
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You will set and track demand-reduction goals (contacts per installed instrument, per test, and per practice) alongside traditional service metrics, and make the business case for investment when a fix upstream is worth more than added capacity downstream.
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You will ensure every new instrument, assay, and software launch is supported by a readiness plan: serviceability review, knowledge and self-service content, staffing, and post-launch contact monitoring with a defined feedback loop back into the business.
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You will represent the voice of the customer to CAG Diagnostics, product, and engineering leadership with evidence, influencing design and launch decisions before a product reaches the clinic.
What you need to succeed
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Bachelor's degree, or an equivalent combination of education and experience.
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10+ years of leadership experience in customer or technical support, contact center, or service operations, including significant experience leading through subordinate managers across multiple sites.
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A record of owning a function rather than running a team: you have set strategy, built the operating plan, and delivered results at scale.
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In-depth operating knowledge of technical support for instrumentation, hardware, or software products, and enough technical fluency to engage credibly with the substance of what your teams support.
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Experience owning a functional budget and being personally accountable for financial commitments.
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A record of partnering with a product or business unit as a peer (using service and support data to influence product, quality, and investment decisions) and of reducing demand at its source rather than only improving handle time.
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Command of the metrics and systems that run a modern support organization, with the judgment to know which levers genuinely move customer outcomes and which only move a dashboard.
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Demonstrated ability to lead change, reorganization, technology transition, channel shift, or service model redesign, without letting service levels slip.
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Strength working collaboratively across business units and influencing at the executive level, including negotiation of complex and highly consequential matters.
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Proven ability to operate as a peer among global and regional counterparts, aligning standards and priorities with leaders you do not manage, across geographies and time zones.
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Strong people development, performance management, and organizational design skills, with a real track record of growing leaders.
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Reasoning and analytical skills to reach root cause on ambiguous, cross-functional problems.
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Excellent written and verbal communication, with the presence to represent IDEXX to executive-level internal and external audiences.
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Integrity, authenticity, respect, and discretion with confidential information.
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Proficiency with business systems (computer usage) and modern analytical tools.
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Ability to travel up to 25% to support multi-site teams and key customers.
Nice to have
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Experience in veterinary, medical device, diagnostics, or another regulated healthcare environment.
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Experience leading digital-first or omnichannel support transformation, including self-service, remote resolution, and AI-assisted deflection.
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Experience supporting both instrument/hardware and SaaS product lines within one organization.
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Experience leading teams or service delivery across multiple countries.
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Familiarity with reliability, quality, or continuous improvement disciplines (Lean, Six Sigma, or equivalent) applied to reducing service demand.
Physical demands and work environment
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Extensive sitting, phone, and computer use.
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General office environment; occasional exposure to light industrial or laboratory settings.
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Normal office noise level, with occasional moderate noise.
What you can expect from us:
- Salary range starting at $225,000 based on experience
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Opportunity for annual cash bonus & equity grant
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Health / Dental / Vision Benefits Day-One
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5% matching 401k
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Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
If you’re looking for a role that’ll challenge you, offer a variety of work and learning, while helping an amazing industry, we’d love to hear from you!
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.
EEO Statement
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
