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Title:  Senior Technical Account Specialist, TCS

Requisition ID:  61689
Date:  May 26, 2023

Singapore, Singapore, SG

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:

In this role, you will support multi-national accounts (business teams), key development accounts and other customers as assigned.  You will 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:

  • Lead West customers (may include some key accounts) in technical matters relating to: 

    • Drug-closure compatibility

    • Packaging recommendations

    • Component processing

    • Functionality

    • Product/packaging development

    • Extractable/leachable and other test requirements 

    • Complementary systems, such as devices, safety administration systems, etc.

    • Other information as needed to help assure West products will meet their requirements.

  • Take a proactive role as the technical interface between the customer and West’s functions: 

    • Be an active part of the market segmented sales teams.

    • 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 by assuring VOC is documented and VOI tracked.

    • 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.

  • Identify trends in industry and assess evolving customer needs to develop, design and conduct technical studies of West products and technologies for generating and supporting West Technical Reports, West Technical Bulletins and commercial literature.  

  • Promote, present and actively participate in the growth of West business:

    • Prepare technical presentations and training materials.

    • Lead technical seminars / symposiums with customers.

    • Educate customers on product applications.

    • Share industry insights with customers.

    • Provide blogs and other support to reinforce industry thought leadership.

  • Represent West in tradeshows, conferences, seminars and industry forums:

    • Prepare abstracts and industry presentations.

    • Contribute to generation of posters.

    • Present to industry.

    • Interface with industry leaders on technical topics

  • Act as a liaison between customers and internal West functions for knowledge-based business, such as West Analytical Services offerings and Integrated Solutions 

  • Build expertise in key market knowledge areas over and above the internal trainings.

  • Establish expertise knowledge in one or more West technologies or services.  

  • Define all customer and technical criteria needed for new product launches, new products and formula development or other development projects. This includes an understanding of requirements by market segment for all West products.

  • Lead special projects as needed.  

  • Work with Technical Services Lab, AP, 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.

  • Conform with and abides by all regulations, policies, work procedures, instruction, and all safety rules.

  • Exhibit regular, reliable, punctual and predictable attendance.

  • Other duties or projects as assigned based on business needs.   


Basic Qualifications: 

  • Bachelor's Degree or Master’s in a technical field (Engineering/Pharmacy/Chemistry/Biology or equivalent)

  • Minimum 5 years of experience in pharmaceutical or medical device industry

  • Experience in technical support, technical sales/applications, analytical laboratory, research & development or engineering related role.


Preferred Knowledge, Skills and Abilities:

  • Customer-fronting experience will be highly advantageous.

  • 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.

  • 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 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 play 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

  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description

  • Support and contribute to Lean Sigma programs and activities towards delivery of the set target.

  • Able to comply with the company’s safety policy at all times.

  • Able to comply with the company’s quality policy at all times.


Travel Requirements:

  • Must be able to travel up to 40% of the time.


Physical and Mental Requirements:

  • Physically fit for frequent travels

  • Evening conference calls to cater to time zone differences.





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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