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:
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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.
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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.
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You will help to develop, define and execute a culture that leverages rewards and recognition.
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You will develop and mentor your team through on-boarding, open communication, training, development opportunities and performance management processes.
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You will build and maintain employee morale and motivation; ensuring the team is appropriately staffed with required competencies.
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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.
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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.
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Experience working with customer support teams at distributors.
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Strong technical subject matter experience and expertise in managing function leaders.
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Demonstrated skills in leadership, performance coaching, problem solving, planning, and delegating.
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Proven capability to collaborate with all levels of the organization.
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Excellent verbal and written communication skills and strong interpersonal/communication skills
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Fluent in English (written and verbal).
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Strong organizational skills, especially in a multi-tasking environment
What you can expect from us:
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This is a hybrid role based out of our Hoofddorp location, with a minimum requirement of eight days a month onsite.
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Opportunity for an annual bonus
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On the job training & career advancement opportunities.
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Additional benefits including but not limited to volunteer paid days off, bike plan and much more.
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25 days holidays / year
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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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