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Senior Technical Account Specialist
2 months ago
In this critical scientific commercial role, the successful candidate will deliver exceptional technical service excellence to global accounts, key accounts, and other customers as required. The job holder will work strategically with customers to identify and capture business opportunities, operating as the central point of contact and technical interface between the customer and West functions.
Key Responsibilities- Lead West customers in technical matters relating to drug-closure compatibility, packaging recommendations, component processing, functionality, product/packaging development, extractable/leachables, and other test requirements.
- Take a proactive role as technical interface between the customer and West's functions, including being an active part of the Account Team, building strong networks and relationships with customers, and understanding customer pipeline strategy and industry trends.
- Proactively support the development of commercial strategies for products/services and customers, implementing West's product and technical commercial strategy for the day-to-day customer relationship.
- Represent the Voice of Customer to the West organization, updating cross-functional teams on technical issues/projects within customers, and advising on the status of and driving technical aspects of internal and external customer-linked projects.
- Promote, present, and actively participate in growing West business, preparing technical customer presentations to position West product solutions based on customer needs and industry trends, educating customers on product applications, sharing industry insights with customers, and representing West in tradeshows, conferences, technical seminars/webinars.
- Contribute to the generation of posters, act as a liaison between customers, Sales, and other West functions, build expertise in key market knowledge areas, and act as a TCS technical lead for 3-4 assigned West technologies or services.
- Lead special projects as needed, provide VOC and review customer-facing technical reports, and work closely with other members of the Global Technical Customer Support team to assure open communication and a high level of effectiveness.
- Bachelor's degree in a technical field like Chemistry, Biology, Engineering, or equivalent experience.
- Experience: 5-8 years with a minimum of 4 years of experience in technical support, customer communication, sales, analytical laboratory, quality, research & development, or engineering role.
- Strategic thinking, 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, and ability to comprehend technical information.
- Strong interpersonal skills, ability to connect with others and effectively influence and manage key relationships across diverse organizational levels, business units, and customer communication, ability to utilize sound judgment and manage multiple priorities with a sense of urgency, and ability to anticipate and identify internal and external client needs and make appropriate recommendations.
Must be able to travel up to 25% of the time, including internationally.
Physical and Mental RequirementsSedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read & write, speak in front of groups, express & exchange ideas, understand direction, and adhere to procedures.
Organizational skills will enable planning, prioritization & achievement of goals especially of importance for the successful execution of related activities. Position operates in a professional office environment. May stand or sit for extended periods of time. Read and interpret data, information, and documents. Must maintain the ability to work well with others in a variety of situations. Must be able to multi-task, work under time constraints, problem-solve, and prioritize. Ability to make independent and sound judgments. Observe and interpret situations, analyze and solve problems.
