Senior Director Customer Technical Support, Americas

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

Every day, veterinary teams around the world make decisions about the patient in front of them using IDEXX diagnostics: in-clinic analyzers, reference laboratory services, and the software that ties it all together. When something doesn't work the way it should, a clinic can't wait until tomorrow, because patient care can't wait. That's where our Customer Technical Support Team brings real-time solutions, in the channel customers choose.

We're looking for a Senior Director, Customer Technical Support to lead that organization across the Americas (US, Canada, and Latin America). You'll 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 tying it together, and every channel customers use to reach us. You'll lead through a team of senior managers, setting 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 equally comfortable in a quarterly business review with executive leadership and in a Monday-morning look at last week's queue.

In this role

• 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.
• Lead a large, multi-site, multi-country organization through subordinate leaders: setting objectives, evaluating performance, and building a leadership bench with the management and technical depth the business needs.
• Build one coherent support strategy that still respects real regional differences (language, time zone coverage, market maturity, distributor versus direct models, and country-level regulatory requirements) rather than exporting a single-country playbook.
• 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.
• Own the function's budget and financial commitments, including headcount, operating expense, and cost per contact, ensuring resources are in place to deliver the plan within IDEXX's broader financial objectives.
• Direct operating policies, procedures, escalation paths, and workforce models, integrating corporate standards into daily operations.
• 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 customers and agents.
• 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.
• Work as a peer with Global Software support and product organizations, so a customer whose issue spans instrument, connectivity, and practice software meets one coordinated IDEXX rather than a set of handoffs.
• Partner with geographic counterparts in EMEA and Asia Pacific to align on standards, metric definitions, and escalation paths, and present a consistent global support model to customers and the business.
• Work closely with peers on the Customer Experience team, connecting support insight to the broader journey (onboarding, self-service, digital experience, loyalty measurement) so improvements are designed around the customer.
• 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.
• Prepare and deliver executive-level reporting summarizing performance, surfacing risk, and setting strategic direction.
• Stay current on developments in support and service technology, veterinary practice operations, and the diagnostics industry, and may represent IDEXX in relevant external forums.
• 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 (in-house diagnostics and reference laboratories), 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 of how our diagnostics actually perform in the clinic.

• Serve as the principal support partner to CAG Diagnostics leadership, joining their operating rhythm as a peer rather than a service provider reporting results after the fact.
• 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.
• 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.
• Set and track demand-reduction goals (contacts per installed instrument, per test, per practice) alongside traditional service metrics, and make the business case for investment when a fix upstream is worth more than added capacity downstream.
• Ensure every new instrument, assay, and software launch has 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.
• 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

• Bachelor's degree, or an equivalent combination of education and experience.
• 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.
• A record of owning a function rather than running a team: setting strategy, building the operating plan, and delivering results at scale.
• In-depth operating knowledge of technical support for instrumentation, hardware, or software products, with enough technical fluency to engage credibly with what your teams support.
• Experience owning a functional budget and being personally accountable for financial commitments.
• 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.
• 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.
• Demonstrated ability to lead change, reorganization, technology transition, channel shift, or service model redesign without letting service levels slip.
• Strength working collaboratively across business units and influencing at the executive level, including negotiation of complex and highly consequential matters.
• Proven ability to operate as a peer among global and regional counterparts, aligning standards and priorities with leaders you don't manage, across geographies and time zones.
• Reasoning and analytical skills to reach root cause on ambiguous, cross-functional problems
• Integrity, authenticity, respect, and discretion with confidential information.
• Ability to travel up to 25% to support multi-site teams and key customers.

Nice to have

• Experience in veterinary, medical device, diagnostics, or another regulated healthcare environment.
• Experience leading digital-first or omnichannel support transformation, including self-service, remote resolution, and AI-assisted deflection.
• Familiarity with reliability, quality, or continuous improvement disciplines (Lean, Six Sigma, or equivalent) applied to reducing service demand.

What you can expect from us

• Salary range starting at $225,000 based on experience
• Opportunity for annual cash bonus and equity grant
• Health / Dental / Vision benefits day one
• 5% matching 401k
• Additional benefits including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and more

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.

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.