Global Director of Technical Customer Support

West Pharmaceutical Services, Inc; Exton (PA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work onsite 3 days/week

Performance-based bonuses

Global career opportunities

Diversity & inclusion culture

Job summary

West Pharmaceutical Services, Inc. seeks a Sr. Director of Technical Customer Support to lead NA, EU and coordinate with APAC.

This role drives strategy, talent development and customer excellence across global teams, reporting to the VP, Customer Operations & Support. The ideal candidate has 12+ years in pharma/medical devices, strong cross-functional leadership, and proven ability to manage matrix organizations.

Qualifications

• Bachelor’s degree in Science or Engineering; MBA preferred.
• Minimum 12 years in pharmaceutical or medical devices industries.
• Extensive customer-facing experience and global leadership.
• At least 10+ years managing teams and matrix organizations.

Responsibilities

• Set and execute the TCS strategy to maintain scientific leadership.
• Lead cross-regional teams and align global processes with APAC.
• Develop talent, improve customer experience, and drive growth.
• Collaborate with Sales, Marketing, Product Management and Regulatory.
• Provide executive-level reporting on TCS performance and trends.
• Represent TCS in senior West meetings and strategic planning.

Skills

Global leadership

Executive communication

Cross-functional collaboration

Strategic thinking

Customer-facing experience

Education

Bachelor’s degree in Science or Engineering

MBA preferred

Job description

West Pharmaceutical Services, Inc. seeks a Sr. Director of Technical Customer Support to lead NA, EU and coordinate with APAC.

This role drives strategy, talent development and customer excellence across global teams, reporting to the VP, Customer Operations & Support. The ideal candidate has 12+ years in pharma/medical devices, strong cross-functional leadership, and proven ability to manage matrix organizations.