Americas Senior Director, Customer Tech Support

IDEXX; Westbrook (ME); On-site; USD 225,000 - 300,000; Full time

Benefits offered by this job

Health/Dental/Vision benefits

5% 401k matching

Employee stock program

Volunteer paid days off

Pet insurance

Job summary

IDEXX is seeking a Senior Director, Customer Technical Support to lead the Americas operations (US, Canada, Latin America). You will own end-to-end support for clinics, reference labs, connectivity, and software, guiding a senior-management team to deliver rapid resolution and first-contact quality.

The role requires cross-functional leadership, strategic planning, and accountability for budgets, SLAs, and customer satisfaction in a global diagnostics environment. Travel up to 25% is expected.

Qualifications

• 10+ years of leadership experience in customer or technical support, contact center, or service operations.
• Experience owning a function, setting strategy, and delivering results at scale.
• Ability to engage with executives and translate strategy into operating plans.
• Experience managing budgets and headcount across multiple sites.

Responsibilities

• Set strategy for customer technical support across the Americas and translate into annual operating plans.
• Lead multi-site teams through subordinate leaders, with clear objectives and depth.
• Own operational targets: service level, first-contact resolution, time to resolution, cost to serve.
• Manage budgets, headcount, and resource allocation to deliver the plan.

Skills

Leadership experience

Budget ownership

Cross-functional collaboration

Strategic planning

Operational excellence

Education

Bachelor's degree

Tools

Lean Six Sigma

Job description

IDEXX is seeking a Senior Director, Customer Technical Support to lead the Americas operations (US, Canada, Latin America). You will own end-to-end support for clinics, reference labs, connectivity, and software, guiding a senior-management team to deliver rapid resolution and first-contact quality.

The role requires cross-functional leadership, strategic planning, and accountability for budgets, SLAs, and customer satisfaction in a global diagnostics environment. Travel up to 25% is expected.