Diagnostic Imaging Customer and Technical Support Technician

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

Why this role matters:

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.

Does that sound like you?

In the role of Customer and Technical Support Consultant - Diagnostic Imaging Team

• 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.

What You Need to Succeed

• 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, you are required to be 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 be maintained appropriately.

Schedule:

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.

Onboarding/training is 10 weeks. 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.

What you can expect from us:

• Hourly rate of $22 / 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

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 11,000 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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