Technical Service Director, North Europe

Job Description:

We understand that the world we want tomorrow starts with how we do business today, and that's why we're inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other's growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Technical Service Director
Northern European Cluster (France and Benelux)
 

We're looking for a strategic Technical Service Director (TSD) to lead and expand our Technical Service operations across the Northern European Cluster (NEC), starting with France and Benelux, and growing to include all countries in the region.
 

In this pivotal leadership role, you'll drive operational excellence and deliver a world-class customer experience across technical support, field service, and in-house repair for Antech's innovative veterinary medical devices.
 

You'll build, inspire, and develop a high-performing team of technical specialists, field engineers, and repair technicians, ensuring seamless service delivery, rapid issue resolution, and a strong culture of customer focus and continuous improvement.
 

• Partner with the General Manager NEC on long-term strategy, budgeting, and forecasting for Technical Services operations.

• Collaborate with NEC executive staff to deliver strategic goals, manage workflows, and ensure operational efficiency and exceptional customer service.

• Build and lead a multi-country Technical Service team across the North European Cluster.

• Recruit, train, and develop technical support and field engineering teams.

• Oversee daily operations across technical support (1st/2nd line), field service, and in-house repairs.

• Ensure fast response and resolution of technical issues to minimize downtime and maximize customer satisfaction.

• Develop and implement service strategies, pricing, and KPIs for performance, quality, and customer experience.

• Align with European Technical Service Directors and cross-functional teams to standardize and improve service processes.

• Collaborate with Sales, Marketing, Quality, and Regulatory teams on new product readiness and compliance.

• Build strong relationships with key veterinary clients to enhance service satisfaction and identify improvements.

• Manage the service operations budget, optimizing resources for cost-effective, scalable, and consistent delivery.

• Foster a culture of excellence, accountability, and customer focus that supports associate growth and development.

Education and Experience

• Bachelor's or Master's degree in Engineering, Biomedical Technology, or related field is desired.

• Proven experience in technical service management, preferably in the medical devices or veterinary technology industry, with a track record of success in managing complex organisations.

• Strong understanding of service delivery models including hotline support, field service, and in-house repair.

• Excellent interpersonal skills, with the ability to build and maintain strong relationships with customers, investors, and other stakeholders.

Knowledge, Skills and Abilities

• Excellent communication skills, with the ability to clearly and effectively convey information and ideas to a variety of stakeholders.

• Good leadership skills, including the ability to motivate and engage direct reporting teams.

• Strong analytical skills with extreme attention to detail.

• Outstanding analytical and problem-solving abilities.

• Ability to work well under time constraints.

• Strong diplomacy and adaptability attributes.

• Fluent in English and French; Dutch is a strong plus.

• Able to travel across the Northern Europe cluster, up to 35%.

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.