As a Technical Customer Support Supervisor, you will oversee 2 frontline leaders and a team of consultants dedicated to driving customer loyalty and ensuring satisfaction with our products and services. This position offers a chance to make a significant impact in veterinary diagnostics, supporting IDEXX customers across Europe and fostering strong relationships to maximize the value of diagnostic solutions.

The Role

You will lead the Technical Customer Support team for Northern Europe (UK, Denmark, Norway, Sweden, Finland & Netherlands), including Distributor Support and Advanced Technical Support Consultants. You will directly manage 2 frontline leaders and approximately 6 consultants, with indirect responsibility for 24 consultants. Your focus will be on continuous operational improvement, encompassing people, processes, and technology.

Responsibilities

• Develop and execute a culture of rewards and recognition.
• Mentor your team through onboarding, training, and performance management.
• Maintain employee morale and ensure appropriate staffing with necessary competencies.
• Manage and implement continuous improvement initiatives and drive projects.

Requirements

• Preferably a bachelor’s degree in technology, life sciences, or a related field.
• 5+ years of experience in a customer support center with a focus on people management and exceptional customer service.
• Experience with customer support teams at distributors.
• Strong technical subject matter expertise and leadership skills.
• Proven ability to collaborate across all organizational levels.
• Excellent verbal and written communication skills in English.
• Strong organizational skills in a multitasking environment.

What We Offer

• Hybrid role based in Hoofddorp, requiring a minimum of eight onsite days per month.
• Opportunity for an annual bonus.
• On-the-job training and career advancement opportunities.
• Additional benefits including volunteer paid days off, bike plan, and more.
• 25 days of holidays per year.
• Retirement/Pension contribution percentage paid by IDEXX.

Why IDEXX: We take pride in our impactful work as an innovation leader since 1983. Our team helps pet owners keep their animals healthy, ensures safe drinking water, and supports farmers in disease prevention. With customers in over 175 countries, we foster a collaborative global workforce and a culture that embraces challenges and encourages learning. If meaningful work and a sense of purpose are important to you, join us in pursuing what matters together. IDEXX values diversity and encourages applications from all qualified individuals.