Technical Support Supervisor III NER & DS
HybridHoofddorp, North Holland, The Netherlands
Job Summary
Lead the Northern Europe Technical Customer Support team, managing two frontline leaders and approximately 24 consultants to drive customer loyalty and satisfaction for veterinary diagnostics. Direct Distributor Support and Advance Technical Support Consultants while continuously improving operations through people, process, and technology initiatives. Develop and mentor staff through onboarding, training, and performance management to build morale and ensure appropriate competency levels. Execute continuous improvement projects and leverage rewards programs to foster a high-performance culture. This hybrid role based in Hoofddorp requires eight days onsite monthly, with a focus on supporting IDEXX's Companion Animal Group to deliver critical diagnostics and improve animal health outcomes.
Required Qualifications
- Bachelor's degree in technology, life sciences, or an applicable area
- 5+ years' experience in a customer support center environment
- Increasing responsibilities including people management experience
- Proven track record of providing extraordinary customer service
- Experience working with customer support teams at distributors
- Strong technical subject matter experience
- Expertise in managing function leaders
- Demonstrated skills in leadership
- Demonstrated skills in performance coaching
- Demonstrated skills in problem solving
- Demonstrated skills in planning
- Demonstrated skills in delegating
- Proven capability to collaborate with all levels of the organization
- Excellent verbal and written communication skills
- Strong interpersonal/communication skills
- Fluent in English (written and verbal)
- Strong organizational skills
- Minimum requirement of eight days a month onsite
Desired Qualifications
- Preferably a bachelor's degree in technology, life sciences, or an applicable area
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