Customer and Technical Support Consultant - Diagnositc Imaging

As a Customer and Technical Support Consultant for our Diagnostic Imaging Teamyou will be the direct line between IDEXX and our customers, helping veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep pets healthy.

The start date for this role will be October 12, 2026.

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy.

• You will answer customer questions, explain products and services and instruct on use of equipment.
• You will coordinate and assist with equipment installations and troubleshoot hardware technical problems as well as software and integration issues.

• You possess a background in IT or Computer Science, education, or equivalent combination of education and experience. Networking and/or software support is a plus
• You have strong computer and technical skills, with the aptitude to learn applicable software and hardware. You are able to diagnose and troubleshoot basic technical issues
• An ability to learn quickly and apply skills and abilities to a variety of customer interactions
• Experience in a technically related field, and/or contact center environment is helpful
• You will be a master problem solver with a fine attention to detail. You have deductive reasoning and analytical skills to resolve issues, using your organizational skills in a multi-tasking environment
• A proven track record of providing extraordinary customer service. Strong interpersonal skills, especially on the phone, with the ability to establish rapport quickly are equally important qualities to have
• Superb listening and communication (verbal and written) skills, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner, are a must in order to be a successful customer support specialist
• You are able to meet the requirements of the call center schedule that has to meet the needs of the business and our customers, including but not limited to; being on the phone for 8 hours a day, weekend and evening hours required, ability to work a flexible work schedule, able to work overtime, and potential for travel

* When working from your virtual office, youare required tobe available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to bemaintainedappropriately.

M-F 7:30am - 9pm EST and Sat 8am - 5pm EST. Outside those hours we have after hours on call support which they do on a rotation once they are trained and experienced enough to be solo with customers.

This does cover the first week of onboarding and time in between units. Hours during training are generally 8:30am - 5pm EST and after that it is based on seniority preference.

• Hourly rate of $2 2 / hour + based on experience
• Eligible for annual bonus
• Health / Dental / Vision benefits
• Remote work (meaning that you will receive onboarding, training, and support virtually as well)
• Candidates local to the Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically, based on business needs. This position is otherwise virtual and open to candidates regardless of location

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from…