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Manager, Customer Quality

Requisition ID:  35756
Date:  Sep 13, 2021

Exton, Pennsylvania, US

Department:  Quality



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:

In this role you will be the key point of contact for customers with Quality issues, questions, concerns.  You will coordinate the internal quality support for customer meetings, compiling information from various internal stakeholders. You will lead and drive internal teams to resolve non-Out of Spec (OOS) quality issues and be the main point of contact for customers for these issues. Customers with follow up questions or need for information on change notifications will be directed to this position for resolution.  This role will monitor/ trend customer Quality information and use this information to highlight where improvements in performance are needed. You will work closely with internal stakeholders – i.e. Operations, Technical Customer Service, Sales, Product Management – to assure that customer Quality issues are resolved and that the needs of the customer are being met.


Essential Duties and Responsibilities:

  • Support/ facilitate Quality information and discussions at customer meetings
  • Participate in customer review meetings as support or be the Quality lead for the meeting depending on the customer
  • Assembles customer Quality dashboard information
  • Performs trending of customer Quality dashboard information
  • Point of contact for customer questions regarding change notifications
  • Provide additional information to customers for change notifications and/ or coordinate internal activity to respond to customer inquiries regarding the changes
  • Main point of contact for the customer for resolution of non-OOS issues
  • Coordinates internal resources, timelines, activities to drive to the resolution of the customer non-OOS quality issue
  • Coordinates internal and external communication related to the resolution of the customer issues
  • Works with customer facing teams to create customer quality plans where applicable
  • Keep current with the industry standard practices and FDA requirements
  • Other duties as assigned


Basic Qualifications:

  • Bachelor’s degree or equivalent experience in science related field, Chemistry, Biology, Engineering, etc
  • 10+ Years of experience of in GMP industry


Preferred Knowledge, Skills and Abilities:

  • Knowledge of GMP requirements.
  • Customer facing experience
  • Project management experience
  • Able to comply with the company’s quality policy at all times


Travel Requirements

  • Up to 50% domestic and international travel


Physical & Mental Requirements:

  • Position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May need to stand or sit for extended periods of time
  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger and reach with hands and arms
  • Use written and oral communication skills
  • Read and interpret data, information and documents
  • Must maintain the ability to work well with others in a variety of situations
  • Must be able to multi-task, work under time constraints, problem solve, and prioritize
  • Ability to make independent and sound judgments
  • Observe and interpret situations, analyze and solve problems







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 kimberley.eby@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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