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Laboratory Customer Support Consultant - French and English speaker - Job Opportunity at IDEXX

Hoofddorp, Netherlands
Full-time
Mid-level
Posted: August 25, 2025
On-site
Based on the Netherlands market for technical customer support roles requiring multilingual capabilities and scientific background, the salary range is likely €45,000-€55,000 annually. IDEXX's position as a market leader and the specialized nature of veterinary diagnostics support typically commands a premium above standard customer service roles.

Benefits

Competitive compensation package designed to attract and retain top talent in the veterinary diagnostics industry
Performance-based incentive programs that reward excellence in customer service and problem resolution
Comprehensive benefits package that supports both professional and personal well-being
Dog-friendly office environment that creates a unique and engaging workplace culture aligned with the company's mission
Professional development opportunities through continuous learning and discovery programs
Positive and respectful work culture that embraces challenges and promotes career growth

Key Responsibilities

Serve as the critical liaison between IDEXX customers and laboratory operations, directly impacting customer satisfaction and retention in a competitive veterinary diagnostics market
Provide expert problem resolution and technical support that enables veterinary practices to deliver superior patient care and maintain operational efficiency
Deliver authoritative interpretation and clarification of laboratory test results that directly influence clinical decision-making and animal health outcomes
Coordinate complex sample logistics including follow-up testing and pickup/delivery schedules that ensure seamless laboratory workflow and customer experience
Build and maintain strategic customer relationships that drive business growth and establish IDEXX as the preferred diagnostic partner
Handle high-volume customer interactions across multiple channels while maintaining service excellence standards that differentiate IDEXX in the marketplace

Requirements

Education

Associate's or bachelor's degree in a computer related discipline or scientific discipline is preferred or equivalent combination of education and experience

Experience

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

Required Skills

Fluent in French and English Dutch language skills is a plus Master problem solver with fine attention to detail Superb communication and listening skills Ability to learn quickly and apply skills and abilities to a variety of customer interactions Networking and/or software support is a plus Strong written and verbal communication skills Strong interpersonal skills with ability to establish rapport quickly Strong organizational skills, especially in a multi-tasking environment Ability to be on the phone for 8 hours a day
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Sauge AI Market Intelligence

Industry Trends

The veterinary diagnostics industry is experiencing significant consolidation and technological advancement, with companies like IDEXX leading the integration of AI and machine learning into diagnostic processes. This creates increased demand for customer support professionals who can bridge the gap between complex technology and practical veterinary application. There is a growing emphasis on preventive care and early disease detection in veterinary medicine, driving increased test volumes and creating need for specialized support staff who can help veterinary practices maximize the clinical value of diagnostic testing. The European veterinary market is expanding rapidly, with increased pet ownership and rising healthcare spending creating opportunities for diagnostic companies to establish stronger regional presence through enhanced customer support capabilities. Multilingual customer support has become a competitive differentiator in the European market, as companies seek to provide localized service that builds stronger relationships with veterinary practices across different countries and cultures.

Role Significance

Typically part of a regional customer support team of 8-12 specialists, reporting to a Customer Support Manager, with matrix relationships to laboratory operations and technical teams across multiple IDEXX facilities.
This is a mid-level position that serves as a critical customer-facing role within IDEXX's European operations. The role requires independent problem-solving and relationship management capabilities while working within established protocols and procedures.

Key Projects

Implementation of new diagnostic test launches requiring customer education and support protocol development Customer retention initiatives focused on building stronger relationships with key veterinary practice accounts Process improvement projects aimed at reducing response times and enhancing customer satisfaction metrics Cross-training initiatives to expand language capabilities and technical knowledge across the support team

Success Factors

Exceptional multilingual communication skills that enable building trust and rapport with diverse veterinary professionals across different cultural contexts and technical backgrounds Deep technical curiosity and learning agility to master complex diagnostic procedures and stay current with rapidly evolving veterinary testing methodologies and equipment Emotional intelligence and patience to handle high-stress situations where animal health outcomes may depend on accurate and timely diagnostic support and problem resolution Strong organizational and time management capabilities to effectively handle multiple concurrent customer issues while maintaining attention to detail and service quality standards Business acumen to understand the economic pressures facing veterinary practices and position IDEXX solutions as value-adding investments rather than cost centers

Market Demand

High demand driven by IDEXX's market expansion in Europe and the critical importance of customer support in maintaining competitive advantage in the veterinary diagnostics sector.

Important Skills

Critical Skills

Multilingual proficiency in French and English is absolutely essential as this role serves as the primary communication bridge between IDEXX's international operations and diverse European veterinary markets. The ability to communicate complex technical information accurately across language barriers directly impacts customer satisfaction and business outcomes. Advanced problem-solving capabilities are crucial because customer support specialists must quickly diagnose and resolve complex technical issues that can affect laboratory results and ultimately animal health outcomes. The ability to think systematically and creatively under pressure distinguishes top performers in this role. Exceptional interpersonal communication skills are fundamental to building the trust-based relationships that differentiate IDEXX in a competitive market. Veterinary professionals rely on diagnostic partners they can trust, making relationship-building skills a key business driver.

Beneficial Skills

Dutch language skills provide additional market access and career advancement opportunities within IDEXX's European operations, as the Netherlands serves as a regional hub with significant local market presence. Technical background in networking or software support becomes increasingly valuable as IDEXX continues to digitize diagnostic processes and integrate cloud-based solutions that require customer education and technical troubleshooting. Veterinary or laboratory experience provides credibility and context that enhances customer relationships and enables more effective problem resolution by understanding the practical constraints and priorities of veterinary practice operations.

Unique Aspects

This role offers the distinctive opportunity to directly impact animal healthcare outcomes by ensuring veterinary professionals have seamless access to critical diagnostic information that influences treatment decisions
The multilingual requirement creates opportunities for cross-cultural professional development and potential international career mobility within IDEXX's global operations
Working at the intersection of advanced laboratory science and practical veterinary medicine provides unique exposure to cutting-edge diagnostic technologies and their real-world clinical applications
The dog-friendly office environment reflects IDEXX's authentic commitment to animal welfare and creates an unusually engaging and purposeful work atmosphere

Career Growth

Career progression typically occurs within 2-4 years for high-performing individuals, with advancement opportunities accelerated by IDEXX's continued European market expansion and emphasis on developing internal talent.

Potential Next Roles

Senior Customer Support Specialist with expanded technical responsibilities and mentoring duties for junior team members Customer Success Manager focused on strategic account management and business development within existing customer base Technical Training Specialist responsible for developing and delivering education programs for veterinary professionals Regional Support Manager overseeing customer support operations across multiple European markets

Company Overview

IDEXX

IDEXX Laboratories is the global leader in veterinary diagnostics, water testing, and livestock health monitoring, serving over 175 countries with a comprehensive portfolio of innovative diagnostic solutions. The company has built its market position through continuous innovation, strategic acquisitions, and a commitment to advancing animal healthcare through cutting-edge technology and superior customer support.

IDEXX maintains dominant market share in veterinary diagnostics with a strong competitive moat built on proprietary testing platforms, extensive reference laboratory network, and deeply embedded relationships with veterinary practices worldwide. The company's consistent financial performance and innovation pipeline position it as the industry standard bearer.
The Netherlands location represents IDEXX's strategic European hub, serving as a critical operational center for the company's expanding presence across EMEA markets. This positioning provides employees with exposure to international operations and career opportunities across multiple geographic markets.
IDEXX fosters a mission-driven culture that attracts professionals passionate about animal health and environmental safety. The company emphasizes innovation, collaboration, and continuous learning, with strong employee engagement scores and low turnover rates reflecting a positive work environment that values both professional growth and work-life balance.
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