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Title:  Sr. Specialist, Technical Customer Support, NA

Requisition ID:  45085
Date:  Nov 30, 2022

Exton, Pennsylvania, US

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.


Job Summary:
This role supports multi-national accounts (business teams), key development accounts and other customers as required.  It provides technical assistance relating to West’s products, processes and services portfolio and assists 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:
•     Lead West customers (may include some Key/Global accounts) in technical matters relating to: 
o    Drug-closure compatibility
o    Packaging recommendations 
o    Component processing 
o    Functionality 
o    Product/packaging development 
o    Extractable/leachables and other test requirements  
o    Complementary systems, such as devices, safety administration systems, etc. 
o    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: 
o    Be an active part of the market segmented sales teams
o    Support development of commercial strategies for products / services and customers 
o    Represent the Voice of Customer to the West organization 
o    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:   
o    Prepare technical presentations and training materials 
o    Lead technical seminars / symposiums with customers 
o    Educate customers on product applications 
o    Share industry insights with customers
o    Provide blogs and other support to reinforce industry thought leadership
•    Represent West in tradeshows, conferences, seminars, and industry forums: 
o    Prepare abstracts and industry presentations 
o    Contribute to generation of posters 
o    Present to industry 
o    Interface with industry leaders on technical topics 
•    Build expertise in key market knowledge areas over and above the internal trainings. 
•    Be a subject matter expert for one or more West technologies or services.  
•    Lead special projects as needed. 
•    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 QA and Operations on change control and assist customers with technical aspects of change and FAQ as needed. 
•    Work closely with all other members of Global Technical Customer Support team to assure open communication and a high level of effectiveness. Work with global colleagues to streamline recommendations and customer experience
•    Performs other duties as assigned based on business needs.
•    Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules.
•    Exhibits regular, reliable, punctual, and predictable attendance.


Basic Qualifications: 
•    Education or Equivalent Experience: Bachelor's in a technical field (Chemistry/Biology/Engineering) with 5-8 years of experience in technical support, analytical laboratory, research & development, or engineering role. 
•    Alternatively, Education or Equivalent Experience: Bachelor’s and Master’s in a technical field (Chemistry/Biology/Engineering) with 3-5 years of experience in technical support, analytical laboratory, research & development, or engineering role.


Preferred Knowledge, Skills and Abilities:
•    Skills & Competencies: 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 
•    Experience in technical support, analytical laboratory, research & development, or engineering role.  
•    Strong interpersonal skills: able to connect with others and effectively influence and manage key relationships across diverse organizational levels, business units and customers
•    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)
•    Willingness to global travel


Travel Requirements:
•    Must be able to travel up to 25-30% of the time 


Physical & Mental Requirements:
•    Must be able to work in a sedentary work environment. 
•    Must be able to communicate effectively, speak in front of groups, express & exchange ideas and understand direction.  
•    Maintain the ability to work well with others in a variety of situations.
•    Able to multi-task, work under time constraints, problem solve, and prioritize.
•    Able to learn and apply new information or new skills.







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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