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Title:  Technical Customer Support Specialist (m/f/d)

Requisition ID:  63206
Date:  Nov 17, 2023

Eschweiler, North Rhine-Westphalia, DE

Department:  TCS

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  


There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  


We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  


Location: Eschweiler, NRW, Germany (hybrid working)

Contract details: Full-Time, permanent

Travel requirements: up to 20 % globally

Start date: asap

Contact person: Katharina Steffens


Job summary:

This role supports multiple customer accounts in all market units as needed with moderate guidance and direction. It provides technical assistance relating to West’s products, processes and services portfolio and assists in identifying and closing sales opportunities. Graduates are welcome or young professionals with experience in technical support, analytical laboratory, quality, research & development or engineering role in the pharmaceutical or medical device industry.


Essential Duties and Responsibilities:

  • Support West customers in technical matters relating to drug-closure compatibility, packaging recommendations, component processing, functionality, product/packaging development, extractable/leachables
  • Take a proactive role as technical interface between the customer and West’s functions
  • Interface with customers and account managers to obtain the background information and customer’s technical requirements on projects
  • Advise on the status of and drive / follow up on technical inquiries of internal and external customers
  • Promote, present and actively participate in growing West business by preparing technical presentations, conducting technical seminars/symposiums with customers and educating customers on product applications
  • Attend and participate in tradeshows, conferences and seminars, with presentations to customers/industry as needed
  • Work closely with all other members of Global Technical Customer Support team to assure open communication and a high level of effectiveness
  • Provide specific technical training to West employees as assigned



  • Master’s in a technical field such as Chemistry, Biology, Pharmacy or Pharmaceutical Engineering
  • Preferrable 3 years of experience in technical support, analytical laboratory, quality, research & development or engineering role in the pharmaceutical or medical device industry
  • Ability to comprehend technical information
  • Excellent English language skills both written and verbal
  • Strong communication, presentation and analytical problem solving skills
  • Strong interpersonal skills and ability to connect with others and manage relationships
  • Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
  • Ability to identify technical and commercial client needs and make appropriate recommendations


West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.  

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