Specialist, Technical Customer Support, 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:

This role supports multiple customer accounts in all market units as needed with moderate guidance and direction. It provides technical assistance relating to West’s products, processes and services portfolio and assists in identifying and closing sales opportunities. The role is the technical interface between the customer and West’s functions.

Essential Duties and Responsibilities:

• Support 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 teams
  • Support development of commercial strategies for products / services and customers
  • Represent the Voice of Customer to the West organization
  • Update the Sales 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 / follow up on technical aspects of internal and external customer-linked projects
• Promote, present and actively participate in growing West business:  

• Prepare technical presentations
• Conduct technical seminars / symposiums with customers
• Educate customers on product applications
• Share industry insights with customers

• Participate in external thought leadership:
  • Attend and participate in tradeshows, conferences and seminars, with presentations to customers / industry as needed
• Act as a liaison between customers, Sales and West Analytical Laboratories. 
• Build expertise in key market knowledge areas over and above the internal trainings.  
• Work closely with all other members of Global Technical Customer Support team to assure open communication and a high level of effectiveness.
• Other duties as assigned.

 

Basic Qualifications: 

• Education: Bachelor's in a technical field (Chemistry/Biology/Engineering) or master’s or equivalent experience.
• Experience: 3-5 years of experience in technical support, analytical laboratory, research & development, or engineering role. 

 

Preferred Knowledge, Skills and Abilities:

• Proactive, competitive, presentation, problem solving, communication, analytical, prioritization, detail oriented, technical, personal accountability
• With a moderate level of guidance, works well in a fast-paced environment
• Ability to comprehend technical information
• Strong interpersonal skills: able to connect with others and manage relationships
• Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
• Ability to identify internal and external client needs and make appropriate recommendations
• Ability to work in a virtual environment in a global organization
• Excellent English language skills (written/oral)
• Able to comply with the company’s safety and quality policies at all times

 

Travel Requirements:

• Must be able to travel up to 25-30% 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 t