Sr. Director, Technical Customer Support

Sr. Director, Technical Customer Support

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

In this role the job holder will provide oversight and alignment for the NA and EU Technical Customer Support teams. The job holder will also be responsible for aligning working processes for TCS globally through a dotted line relationship with the APAC team. Be responsible for raising the level of talent in the organization and assuring service excellence to customers appropriate to market and customer segment.

Partner with the Sales and Marketing / Product Management teams to assure TCS has an active part in growing the business of the commercial accounts. Build and share technical and market knowledge that will engage customers, bring expertise to Sales, Product Management and other functions at West and ultimately deliver growth to the business in alignment with organizational strategies. Work together with West internal TCS supporting functions and the VP, Customer Operations & Support to enable TCS with the resources needed to achieve internal and customer expectations.

Build a working environment for the Technical Customer Support teams to strengthen team motivation and to bring highest value to the West organization.

Essential Duties and Responsibilities

Establish, maintain/update, and execute the TCS strategy to ensure West's scientific leadership position in the industry in alignment with Commercial leadership Guide the team in building up more sustainable relationships to market opinion leaders and deciders. Introducing a hunting spirit for technical opportunities. Provide technical guidance to each region to assure strong science-based responses to customer inquiries and technical matters with focus on pre-regulatory approval activities.

Establish structured Voice of Customer and technical market intelligence processes to inform Product Management, R&D, Regulatory, Quality, and Commercial strategies. Provide support to customers to educate and ease their use of West products and services. Be actively engaged within the industry to understand our customers' market and the regulatory challenges and influence West's technical capabilities and communicate back into West the direction that the industry is moving on various technical or regulatory issues.

This should be done in alignment with the West Regulatory Team through collaboration and engagement. Continue to strengthen TCS as technical contact for customers for defined West products, technologies, and services once they are commercial. Strengthen TCS access to West subject matter expertise, drive cross-functional collaboration and align on cross-functional processes. Act as West internal leadership representative of TCS in appropriate meetings to ensure the visibility and alignment of TCS within the broader West strategic goals.

Build a global TCS talent strategy, including succession planning, onboarding, competency development, technical training, career pathing, and leadership development. Drive standardization of cross-regional TCS activities and processes within NA and EU with progress toward the same for the APAC region, where applicable. Make sure adequate participation and coverage for trade shows, conferences and encourage TCS participation in thought leadership activities such as webinars and presentations.

Frequent communication with the AP TCS management team and the global TCS team through active team engagement and structured meeting cadence. Build and maintain cross functional relationships within West especially with Sales, Marketing, Regulatory, R&D, and related functions. A specific focus will be on alignment across the Developed Market Sales Leadership team and therefore to the regional TCS team Directors and teams.

Management of service model SLA metrics to drive Customer Experience improvements measured by NPS and CES scores. Develop executive-level reporting and governance routines to communicate TCS performance, customer trends, risks, and opportunities. Other duties as…