Senior Director Customer Technical Support, Americas

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.

• 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.