As a Field Support Manager, you will lead and support our Field Support Representatives (FSR) across the Nordics, helping them deliver an excellent experience for our Companion Animal Group (CAG) customers. This is a field-based role, ideally located in the Nordics (Norway, Sweden, Finland, Denmark), with around 50% travel to visit teams and customers.
The Companion Animal Group (CAG) is responsible for installing and supporting our best-in-class premium instruments, including ProCyte, Catalyst One and SediVue, alongside the wider IDEXX analyzer portfolio. Our FSR team trains customers to get the most from their newly acquired instruments and provides onsite technical support when things don't go to plan. As a Field Support Manager, you'll build and develop this team so they can keep delivering excellent service across the region.
In This Role
You will lead and support the FSR team across the UK, contributing to FSR strategy, operating policies and process improvements.
You'll coach and develop individuals to deliver excellent customer experience, spotting opportunities and assigning the right resources.
You'll partner with field partners to identify opportunities and coordinate resources across the region.
You will guide territory management, helping the team prioritise and allocate their time so internal and external customers stay satisfied.
You'll join ride-alongs with field reps to provide hands-on training and individual development.
You will use data, metrics and system tools to drive efficiency and maximise customer experience.
You'll act as a change champion, supporting the team through periods of change.
You will evaluate performance and provide ongoing coaching and development opportunities.
You'll help representatives organise travel to customers, resolve issues, and keep site-visit reporting timely and accurate.
You've worked cross-functionally with other departments to coordinate work, resolve issues, and share customer feedback into product and process improvements.
Why This Role Matters
Our Field Support Representatives are often the face of IDEXX for our customers — the people who install, train and troubleshoot the instruments that help vets diagnose and treat companion animals every day. As Field Support Manager, you'll be at the heart of ensuring that team performs at its best, directly shaping the experience our customers have with IDEXX and supporting the continued growth of our European operations.
What You Need to Succeed
5-7+ years of related work experience, with in-depth experience in a supervised field or business support environment.
3+ years of supervisory experience, or a combination of supervisory and relevant product knowledge.
Experience supervising remote, multi-site teams.
Strong project management and change management experience.
Big-picture thinking, with strong reasoning and analytical skills to resolve issues.
Excellent verbal and written communication skills.
Strong customer service skills, with experience uncovering and meeting customer needs and building lasting relationships.
Proficiency with Microsoft Office.
Fluent in English.
Experience installing or troubleshooting IDEXX equipment, and customer training experience, is preferred.
What You Can Expect From Us
In addition to a competitive base salary, we offer:
Opportunity for an annual commission payments
Company car
25 holidays / year
Retirement/pension contribution paid by IDEXX
On the job training and career advancement opportunities
Additional benefits including but not limited to financial support, wellness resources, volunteer paid days off, and 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 since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.
We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. 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.
