• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.) • Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed • Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans • Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible • Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions • Continuously identify Help Center content gaps and record knowledge

As a Field Support Representative (FSR) you will work closely with your Field Sales Representatives and Customer Support 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 Diagnostic Imaging Systems. You would also 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. 75% Travel (3-4 overnights a week away from home) 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 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. Ideal candidate location: Ottawa, ON 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. 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. What do you need to succeed? - Being able to build relationships with all personalities is a must! You also must enjoy life. 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 get to visit some amazing towns and places as you work. - To be successful in this role you will need to possess a minimum of three (3) years veterinary clinic experience with a training and/or leadership background strongly preferred. - You can effectively communicate and collaborate with customers, management, and peers. - You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily. - Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. - It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations. - You must be comfortable learning and using technology such as computers, tablets and Smartphones. Computer networking experience is a plus! Key Traits for Success as a Field Support Representative with IDEXX: - Enthusiastic Attitude - Persistence - Ethical - Self-Awareness - Authenticity - Emotional Intelligence - Relationship Oriented - Self-Motivated ​Shift info/travelling: - Weekend hours and weekday overtime may be required. Overnight travel required. - Requires up to 75% travel, both Air and Car travel (3-4 Overnights a week away from home) - Valid Driver’s License required What you can expect from us: - Hourly rates targeting: $30.00+ CAD per hour - Opportunity for annual cash bonus - Health / Dental / Vision 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. - Customer locations. - Busy veterinary clinic environment. - Work around and/or have contact with animals. - General office environment or light laboratory, with some areas to examine animals and run laboratory tests. - Normal office noise level, with occasional moderate noise. 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

Overview Provide customer support. Ideal for individuals who are responsive, efficient, and customer-focused. Responsibilities ● Handle inquiries via phone, email, or text ● Maintain CRM records ● Meet satisfaction and productivity targets Requirements ● Strong communication and problem-solving skills ● Self-motivated and reliable Perks ● Flexible schedule ● Training provided

• Build and maintain strong, trusted relationships with key customer contacts across assigned accounts • Conduct and support site audits alongside operations leadership to ensure compliance with regulated medical waste standards • Generate and analyze reports by extracting, organizing, and synthesizing data from multiple sources, delivering clear and actionable insights for customer presentations • Provide proactive and on-demand customer training on waste segregation, safety protocols, and compliance best practices • Identify opportunities for operational improvement, waste reduction, and cost efficiency across customer sites • Monitor customer satisfaction and proactively address concerns to improve retention and service quality • Partner with Operations to conduct quarterly business reviews and evaluate account performance • Identify and support revenue growth opportunities within existing accounts, including contract optimization and referrals • Maintain detailed documentation of site visits, customer interactions, and improvement recommendations • Support new account implementations to ensure smooth onboarding and service execution • Collaborate cross-functionally with Sales and Operations to align on customer needs and business objectives • Perform additional duties as needed