Hiring: Senior Director Customer Technical Support, Americas Company: IDEXX Location: Westbrook, ME Job Posted Time: 2026-09-10 10:35:29 Employment Type: Remote Target Skills & Keywords : R About the job 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. Required Skills: •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. Qualifications: •Operational 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 •Additional benefits including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and more •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 Compensation: •Flexible work environment (work from home / hybrid options) •Opportunity for annual cash bonus and equity grant Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!