Senior Technical Accounts Specialist, TCS

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Job Nature:
Position Level:
Diploma, Bachelor's / Honours

Job Description

Job Summary:
In this role, you will support multi-national accounts (business teams), key development accounts and other customers as required.  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/Global accounts) in technical matters relating to:

          o Drug-closure compatibility
          o Packaging recommendations
          o Component processing
          o Functionality
          o Product/packaging development
          o Extractable/leachables and other test requirements 
          o Complementary systems, such as devices, safety administration systems, etc.
          o 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:

          o Be an active part of the market segmented sales teams
          o Support development of commercial strategies for products / services and customers
          o Represent the Voice of Customer to the West organization
          o 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. Includes assisting the Scientific Communications team in defining, writing and completing internal studies 
  • Promote, present and actively participate in growing West business:  

          o Prepare technical presentations and training materials
          o Lead technical seminars / symposiums with customers
          o Educate customers on product applications
          o Share industry insights with customers
          o Provide blogs and other support to reinforce industry thought leadership

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

          o Prepare abstracts and industry presentations
          o Contribute to generation of posters
          o Present to industry
          o Interface with industry leaders on technical topics

  • Act as a liaison between customers, Sales and West Analytical Laboratories 
  • Build expertise in key market knowledge areas over and above the internal trainings
  • Be a subject matter expert for 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 Scientific Insights Lab 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
  • Perform other duties as assigned based on business needs  


Basic Qualifications:

  • Bachelor's Degree in a technical field (Engineering/Pharmacy/Chemistry/Biology)
  • Minimum 2 years of experience in pharmaceutical or medical device industry
  • Minimum 5 years of experience in technical support, analytical laboratory, research & development or engineering role


Preferred Knowledge, Skills and Abilities:

  • 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 in 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 30% of the time
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