Customer and Technical Support Consultant- Hematology

Our Customer and Technical Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customers. Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call. Our Hematology team supports troubleshooting a wide variety of products such as our ProCyte, ProCyte 1, and LaserCyte analyzers.

Does that sound like you? 

We are hiring for this position with a start date January 13, 2025. 

In the role of Customer and Technical Support Consultant: 

• You will be primarily responsible for answering in-bound phone calls in regard to our in-house diagnostic analyzers(Procycte and Lasercyte).

-Day to day tasks will include:  

• Troubleshoot hardware technical problems as well as software integration issues. 

• You will assist with equipment installations and shutdowns. 

• Provide proactive education on maintenance, workflows and preparation of Hematology samples. 

• Tracking case notes appropriately.

What You Need to Succeed: 

• The ideal candidate will have a blend of technical skills as well as customer service. 

• It is important to have strong computer and technical skills, with the aptitude to learn applicable software and hardware.

• The ability to provide extraordinary customer service. 

• You possess an Associate’s or Bachelor's degree in a computer-related discipline or scientific (Biology/Hematology/etc) discipline is preferred or equivalent combination of education and experience.

• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. 

• You can learn quickly and apply skills and abilities to a variety of customer interactions. 

• Superb listening and communication (verbal and written) skills are a must in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have. 

• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. 

• Ability to be on the phone for 8 hours a day.

Schedule:

• This role requires scheduling flexibility (the ability to work days, evenings until 9 pm, and weekends on a rotating basis).

• On-call time may be required. 

• Reliable and dependable attendance is an essential function of this position.

Location: New hire training and onboarding will be done virtually. After training, we offer onsite, hybrid, or remote schedules. 

What you can expect from us: 

• Hourly rate based on experience & shift-differential pay offered for later shifts

• Opportunity for annual cash bonus

• Health / Dental / Vision Benefits Day-One

• 5% matching 401k

• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Why IDEXX

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 diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

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 is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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