Sr. Director, Technical Customer Support

West Pharmaceutical Services; Exton (PA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid onsite 3 days per week

Inclusive & collaborative culture

Performance-based bonuses

Global career opportunities

Job summary

West is seeking a strategic leader to oversee the NA and EU Technical Customer Support teams, aligning global processes with APAC where appropriate. You will elevate talent, ensure service excellence for customers, and partner with Sales, Marketing and Product Management to grow key commercial accounts.

You will build technical market knowledge, lead cross-functional initiatives, and manage SLA metrics (NPS/CES) to improve customer experience, reporting to the VP of Customer Operations & Support

Qualifications

• Minimum Bachelor’s degree in a Science or Engineering discipline; MBA preferred.
• 10+ years of experience in team management in pharma/medical devices.
• Strong global leadership experience in a matrix organization.
• Experience developing and implementing strategic priorities and operational execution.

Responsibilities

• Oversee NA and EU Technical Customer Support teams and align global processes.
• Provide technical guidance to regions and ensure science-based responses to customer inquiries.
• Drive SLA metrics and governance routines to improve customer experience (NPS, CES).
• Lead cross-functional collaboration with Sales, Marketing, Regulatory, and R&D.
• Build a global TCS talent strategy including succession planning and leadership development.

Skills

Cross-functional leadership

Executive communication

Strategic planning

Influence without authority

Global operating models

Stakeholder management

Matrix organization experience

Commercial acumen

Education

Bachelor's degree in Science or Engineering

MBA preferred

Job description

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. #LI-CT1

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 tradeshows, 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 assigned based on business needs.

Education

• Minimum: Bachelor's degree in a Science or Engineering major; MBA preferred

Work Experience

• Minimum 12 years of experience in the pharmaceutical or medical devices industries.
• Customer‑facing experience through direct customer meetings and related engagements.
• Experience with developing and implementing strategic priorities and operational execution.
• Proven global leadership experience suitable to the West competencies model.
• 10+ years of experience in team management
• 10+ experience in working in matrix organizations.

Preferred Knowledge, Skills and Abilities

• Ability to collaborate cross functionally in a matrix environment at a team and executive level.
• A broad understanding of pharmaceutical packaging and delivery systems, analytical testing and the biopharmaceutical market.
• Critical thinking and problem-solving
• Entrepreneurial thinking and acting
• Demonstrated ability to influence executive stakeholders without direct authority
• Experience developing global operating models or harmonizing regional processes
• Strong executive communication and presentation skills
• Commercial experience through either Sales, Account Management, or Business Development of complex product solutions to enable understanding of Commercial Models.
• Able to be aware of all relevant standard operating procedures as per Company policy as they are related to the position covered by this Job Description
• Support and contribute to 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

20%: Up to 52 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

What We Offer

• This is a hybrid position requiring the team member to be onsite a minimum of 3 days per week
• Inclusive & Collaborative Culture: A global workforce that values diversity, equity, and inclusion-where all voices are heard and respected in a supportive environment.
• Recognition & Rewards:Performance-based bonuses, service recognition, and employee appreciation initiatives celebrate dedication and impact.
• Global Career Opportunities: With facilities across North America, Europe, and Asia-Pacific, employees have opportunities for international exposure and cross-functional collaboration.

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.

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.