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Title:  (Sr.) Technical Customer Service Expert EU (m/f/d)

Requisition ID:  52665
Date:  Jul 20, 2022

Eschweiler, North Rhine-Westphalia, DE

Department:  TCS


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.


Location: Kiefernweg Campus, Eschweiler, NRW  (hybrid working option)

Contract details: Permanent, Full-Time

Travel requirements: approx. 25 – 30 %

Start date: asap

Contact person: Martina Erens



Job summary:

The (Sr). Technical Customer Service Expert EU (m/f/d) will support multi-national accounts (business teams), key development accounts and other customers as required. They provide technical assistance relating to West’s products, processes and services portfolio and assist in identifying and closing sales opportunities. This role also coordinates and administers projects, teams and studies in applicable technical areas and is the technical interface between the customer and West’s functions.


Essential Duties and Responsibilities:

  • Be an active part of the market segmented sales teams
  • Support the development of commercial strategies for products or services and customers
  • Implement West´s product and technical commercial strategy for the day-to-day customer relationship
  • Represent the Voice of Customer to the West organization
  • Update the cross functional teams on technical issues and projects within customers
  • Prepare technical presentations and training materials, lead technical seminars or symposiums with customers, and educate them on product applications
  • Represent West in tradeshows, conferences, seminars and industry forums
  • Assist the Scientific Communications team in defining, writing and completing internal studies of West technologies for generating and supporting West Technical Reports, West Technical Bulletins and commercial literature
  • Work with Scientific Insights Lab as needed on special customer projects
  • Work closely with all other members of Global Technical Customer Support team to assure open communication and a high level of effectiveness, and collaborate with global colleagues to streamline recommendations and customer experience



  • Bachelor's or Master’s in a technical field, such as Chemistry, Biology or Engineering
  • At least 3 - 5 years of experience in technical support, analytical laboratory, quality, research & development or an engineering role within a highly regulated environment, preferably in the pharmaceutical or medical device industry
  • GMP knowledge would be a plus
  • Ability to work autonomously in a fast-paced and complex environment with a self-motivated work ethic, and utilize sound judgment with an ability to manage multiple priorities with a sense of urgency
  • Possess the fluidity to balance multiple priorities, and play a hands-on client support role
  • Strong interpersonal skills, ability to connect with others and effectively influence and manage key relationships across diverse organizational levels, business units and customers
  • Proactive and competitive approach as well as presentation, problem solving and communication skills
  • Ability to work in a virtual environment in a global organization
  • Excellent written and verbal English language skills, knowledge of an additional European language would be a plus



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  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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