Title:  Sr Technical Account Specialist, TCS, NA

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.  

Job Summary:

In this scientific commercial role, the job holder will deliver technical service excellence to global accounts, key accounts and other customers as required. The job holder will work strategically with customers to identify and capture business opportunities. The role is the central point of contact and will operate as technical interface between the customer and West functions. The job holder will support the pharmaceutical industry in qualification, commercialization, and life cycle management of containment systems for injectable medicines.

Essential Duties and Responsibilities:

• Lead West customers in technical matters relating to:
  • Drug-closure compatibility
  • Packaging recommendations
  • Component processing
  • Functionality
  • Product/packaging development
  • Extractable/leachables and other test requirements
  • Other information as needed to help assure West products will meet their requirements.
• Take a proactive role as technical interface between the customer and West’s functions:
  • Be an active part of the Account Team
  • Build strong network and relationship with customers including mapping customers decision processes.
  • Understanding customer pipeline strategy and industry trends 
  • Proactively support development of commercial strategies for products / 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/projects within customers:
  • 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 technical aspects of internal and external customer linked projects.
• Promote, present, and actively participate in growing West business:
  • Prepare technical customer presentations to position West product solutions based on customer needs and industry trends.
  • Educate customers on product applications.
  • Share industry insights with customers.
  • Represent West in tradeshows, conferences, technical seminars/webinars.
  • Contribute to generation of posters
• Act as a liaison between customers, Sales and other West functions
• Build expertise in key market knowledge areas over and above the internal trainings.
• Act as a TCS technical lead for 3-4 assigned West technologies or services.
• Lead special projects as needed.
• Provide VOC and review customer-facing technical reports.
• Work closely with other members of the Global Technical Customer Support team to assure open communication and a high level of effectiveness. Align on product recommendations, streamline recommendations and share regional customer insights.
• Proactively support other team members based on work experience, skills, solution-focus, efficient and effective way of working.
• Other duties as assigned.

Basic Qualifications: 

• Bachelor’s degree in a technical field like Chemistry, Biology, Engineering or equivalent experience
• Experience: 5-8 years with a minimum of 4 years of experience in technical support, customer communication, sales, analytical laboratory, quality, research & development or engineering role.

Preferred Knowledge, Skills and Abilities:

• Strategic thinking, proactive, competitive, presentation, problem solving, communication, analytical, prioritization, project management, detail oriented, technical, personal accountability.
• Ability to work autonomously in a fast-paced and complex environment with a self-motivated
• work ethic; utilize sound judgment with an ability to manage multiple priorities with a sense of
• urgency
• Ability to comprehend technical information.
• Strong interpersonal skills; able to connect with others and effectively influence and manage
• key relationships across diverse organizational levels, business units and customer communication
• Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
• Ability to anticipate and identify internal and external client needs and make appropriate
• recommendations
• Possess the fluidity to balance multiple priorities, and plays a hands- on client support role
• Ability to work in a virtual environment in a global organization.
• Excellent English language skills (written/oral), additional languages preferred.
• Able to comply with the company’s safety and quality policies at all times

Travel Requirements:

• Must be able to travel up to 25% of the time, including internationally

Physical and Mental Requirements:

• Sedentary - exerting force occasionally, and/or negligible amount of force frequently or constantly carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met
• Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction and adhere to procedures #LI-CS1

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.