Director Technical Customer Support, EU (m/f/d)

West Pharmaceutical Services

Director Technical Customer Support, EU (m/f/d)

West Pharmaceutical Services

Eschweiler, Germany

Requisition ID: 34905
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:

Manage the EU Technical Customer Support (TCS) team. Be responsible for raising the level of talent in the organization and assuring outstanding service to customers appropriate to market and customer segment. Partner with the Commercial teams to assure TCS has an active part of capturing business opportunities and growing the business. Interface with NA and AP TCS team leads and foster Global Technical Customer Support Team communication. Build and share technical and market knowledge that will engage customers. Bring expertise and VOC to market units, product management and other functions at West and ultimately deliver growth to the business in alignment with corporate strategies.

Essential Duties and Responsibilities:

  • Oversee the day-to-day activities of the Technical Customer Support team. Provide technical guidance to the team to assure strong science-based responses to customer inquiries and technical matters;
  • Ensure customer satisfaction by maintaining a high level of customer support;
  • Coach and develop individual team members to excel in their current role or future job responsibilities;
  • Be actively engaged within the industry to understand customer’s market and technical challenges and communicate back into West the direction that the industry is moving;
  • Drive cross-regional standardization and automation of TCS activities and processes;
  • Work with Product Management and Scientific Communications to develop materials to enhance the technical understanding of West products and processes;
  • Encourage TCS participation in thought leadership activities such as blogs, posters, presentations, and develop technical content for the West Knowledge Center on westpharma.com;
  • Make sure adequate Technical Customer Support team participation and coverage for tradeshows, conferences, etc.

Your Profile:

  • You have an academic degree in Biotechnology, Molecular Biology, Chemistry or Pharmacy and 10+ years of working experience, preferably in pharma or biotech industry;
  • At least 3 years of experience in leading people is the basis for this role;
  • You gained a broad understanding of packing and delivery systems, analytical testing, and the pharmaceutical market;
  • Experience with customer interface and meeting customer expectations is essential;
  • You bring strong management skills and are passionate about people development;
  • The ability to thrive in a fast-paced and complex environment and to navigate through a variety of organizational changes is one of your strengths;
  • You are a pro-active, results- and solution-oriented personality with an ability to manage multiple priorities with a sense of urgency;
  • Your English language skills (written/oral) are excellent and you are able to effectively work in a virtual environment in a global organization;
  • This role requires a willingness to global travel (10 - 25 %).

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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© EuroJobsites 2021

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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