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Title:  Senior Specialist, Technical Customer Support, Korea

Requisition ID:  46861
Date:  Jun 7, 2022
Location: 

Gangnam-gu, Seoul, KR

Department:  TCS
Description: 

Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.

 

At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.

 

Job Summary:

 

Work Location: Songdo-dong / Gangnam, Seoul

 

As a member of the local leadership team, the Technical Customer Support (TCS) Senior Specialist is responsible to raise the level of technical competency in the TCS organization and ensure that West continues to be recognized for its technical leadership with its presence, offering excellent and timely service support as a technical solutions provider as well as scientific insights. The role will also ensure that the technical support rendered to the customers must be appropriate to the markets and customer segments served. The incumbent will also actively partner with the Commercial teams, be proactive in capturing opportunities and supporting the growth of the business. The incumbent will build and share technical and market knowledge that will engage customers and be the voice of customers (VoC) to the different stakeholders within West, such as Quality, Regulatory Affairs, Product Management/Marketing and R&D teams to help to drive growth for the business that is in alignment with the corporate strategies. 

 

Essential Duties and Responsibilities:

  • Provide technical guidance and training to ensure West’s technical leadership as a key differentiator is maintained and augmented.
  • Ensure customer satisfaction by maintaining a high level of responsiveness and technical excellency. 
  • Coach and develop individual team members to excel in their current role and/or future job responsibilities.
  • Keep abreast of industry and market trends and serve as the VoC to internal stakeholders
  • Drive the adoption of CRM system within the TCS team with strong data accuracy and conduct analytics to identify trends and drive areas for improvement
  • Collaborate with Marketing/Product Management teams in defining all customer and technical criteria needed for new product, formulation development or other development projects with R&D. 
  • Actively engage with regional TCS, SA and Tech Services Lab teams to understand technical challenges and assure alignment in communication to customers and assurance of scientific content in solutions to customers.
  • Partner with QA, Regulatory and/or Operations teams; be the point of escalation for TCS team to address any complex technical concerns or issues raised by customers 
  • Work with Regional TCS and Marketing teams to develop materials to enhance West’s technical presence and visibility. 
  • Support R&D and Product Management as VoC, to translate and support product and service innovation. 
  • Be a thought leader and encourage TCS participation in thought leadership activities such as blogs, posters, presentations, and develop technical contents for the West Knowledge Center.
  • Conduct seminars and symposiums to customers to facilitate the understanding of West’s total capabilities and technical value of its products and services. 
  • Ensure adequate TCS participation and coverage for industry events such as tradeshows and seminars.
  • Other duties and projects as assigned based on business needs.

 

Basic Qualifications: 

  • Minimum bachelor’s degree in Biotechnology, Molecular Biology, Chemistry, Pharmacy or equivalent. Master’s degree preferred.

  • At least 10 years of related technical support/application work experience, preferably in biotechnology or related industry in MNCs with matrix environment 

  • Bilingual in English & Korean (both written and spoken)

 

Preferred Knowledge, Skills and Abilities:

  • Prior experience in technical support, analytical laboratory, research & development, or engineering role(s)  

  • Experience with customer interface and meeting customer expectations.

  • Strong management skills and with ability to build a high performing team culture 

  • Thrives in fast-paced and complex environment 

  • Pro-active, results and solution-oriented with an ability to manage multiple priorities with a sense of urgency

  • Strong interpersonal & communication skills; ability to connect with others and effectively influence and manage key relationships across diverse organizational levels, business units and customers

  • Comfortable navigating in a virtual environment within a global organization

  • Possess a strategic mindset with ability to be hands-on 

  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description 

  • Support and contribute in Lean Sigma programs and activities towards delivery of the set target 

  • Able to always comply with the company’s safety policy

 

Travel Requirements:

  • 50% domestically with occasional regional/global travels

 

Physical & Mental Requirements:

  • Physically fit for frequent travels

  • Evening conference calls to cater to time zone differences

 

 

West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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