• Serve as the first-point-of-contact for phone, email, web, and chat inquiries • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through) • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications • Edit learning curriculums and send out training invites • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback

• Respond to e-mail support tickets promptly, providing support and information as required • Investigate issues and assist the Support Development team in identifying bugs • Handle complex technical issues and maintain an accurate understanding of those issues • Assist in updating our knowledge base in Zendesk as needed • Provide product usage guidance and best practices to customers • Monitor customer feedback and suggest improvements to enhance the customer experience

• Handle inbound and outbound calls professionally, ensuring a high level of customer service. • Respond to customer inquiries via email with clear, accurate, and timely communication. • Assist Territorial Representatives with product-related inquiries, order statuses, and service requests. There will be occasions that customers will be routed to inbound calls. • Maintain a positive and empathetic attitude toward customers at all times. • Process and resolve escalated cases efficiently while adhering to company guidelines. • Investigate customer concerns and provide effective solutions within the required timeframe. • Collaborate with internal teams to resolve complex issues and ensure a seamless customer experience. • Accurately document customer interactions, inquiries, complaints, and resolutions in the system. • Ensure all customer data and transaction records are updated and maintained as per company policies. • Prepare and submit reports related to customer service performance and escalations. • Identify recurring customer issues and recommend process enhancements. • Stay updated with company policies, products, and procedures to provide the best support. • Participate in team training and continuous learning initiatives.

We build some of the most innovative products in the veterinary diagnostic industry, each of which helps keep our pets happy and healthy. The veterinarians that use these tools rely on Field Support Representatives (FSR) to teach them how to make the best use of these machines and to troubleshoot if there are technical issues. We are looking for people, like you, who are expert communicators, are highly organized, and who treat every customer interaction with empathy and teamwork. The Field Support Representative positions are field based. You will work and travel from a home office. You would utilize a wide array of programs to plan and strategize your customer visits enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth. Ideal candidate must live in the Eugene or Salem, OR area and be willing to travel within this territory and occasionally outside of this territory as needed. Learn more about Field Support opportunities: https://careers.idexx.com/us/en/field-support-representatives What can you expect? You can expect to have a dynamic and exciting career with IDEXX that utilizes your veterinary practice experience and technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners. Our day to day consists of meeting new people and building relationships with our customers. Being able to build relationships and work as a positive team player is a must! You’ll be challenged every day as you work alongside the best team in the industry. The FSR role continues to evolve to best support our customers’ needs, so you can expect continued growth within your position through comprehensive training programs. As an FSR you will work collaboratively with an internal team to develop strategies to maintain your Customer Accounts through education and other customer centric solutions. You would install and train the staff in the clinic on the best way to use IDEXX Analyzers (ProCyte, Catalyst One, SediVue, InVue). You would assist with critical customer need visits, providing onsite technical support when things are not going according to plan. No two days will ever be the same. As an FSR you would be expected to visit customers in the field every day; occasionally adjusting your schedule as needed to attend customer events and to accommodate visits to emergency practices. What do you need to succeed? - 3+ years experience working in a veterinary practice or applicable work experience and familiarity with IDEXX products. - Ability to build relationships with all personalities is a must! This is a fun and fulfilling job. It may come across stressful at times, but it really is fun, and our team is amazing! You would have the opportunity to visit amazing towns and places. - Effectively communicate and collaborate with customers, management, and peers. - Ability to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - Effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. - Comfortability with learning and using technology such as computers, tablets and Smartphones. Computer networking experience is a plus! Shift info/travelling: - Requires up to 75% travel (varies by region and may include travel outside of your territory) - 5 days or more of car travel per week - 6-8 or more overnights per month (subject to change) - Weekend hours and weekday overtime may be required. Overnight travel is required. - Valid Driver’s License and clean drivers abstract required - Requirement to currently reside in or be willing to self-relocate within the designated territory as advertised What you can expect from us: - Hourly rates targeting: $27.00 per hour+ - Opportunity for annual cash bonus - Benefits Day-One - On the job training and career advancement opportunities (experience NOT required) - Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more ​Physical Demands and Work Environment: - Regularly required to stand and sit for extended periods; extend and reach with hands and arms; and use hands and fingers to handle, squeeze, twist and manipulate objects, controls and tools. - Occasionally required to climb, balance, bend, stoop, kneel or crouch. - May be required to lift, move and carry up to 60 pounds. - Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus. - Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person. - Ability to communicate verbally on phone and in person. - Fluency in the English language. - Weekend hours and weekday overtime may be required. - Extensive overnight travel required. - Ability to travel and work internationally. - Ability to drive car for extended periods 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. #LI-FSR