Sr. Technical Account Specialist, TCS, NA

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.

• 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, and 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, update cross‑functional teams on technical issues/projects within customers, interface with customers and account managers to obtain background information and technical requirements, 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 trade shows, 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, understanding requirements by market segment for all West products.
• Lead special projects as needed.
• 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 ensure open communication and a high level of effectiveness; collaborate 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.

• Bachelor's Degree in a technical field (Engineering, Pharmacy, Chemistry, Biology or equivalent).

• Minimum 5 years of experience in the pharmaceutical or medical device industry.
• Experience in technical support, technical sales/applications, analytical laboratory, research and development or engineering‑related role.
• Customer‑fronting experience will be highly advantageous.

• Proactive, competitive, presentation, problem‑solving, communication, analytical, prioritization, project management, detail‑oriented, technical, personal accountability.
• Ability to…