(Sr.) Technical Customer Service Expert EU

West Pharmaceutical Services
Employment Type
€87,000 per annum
West Pharmaceutical Services logo

The (Sr). Technical Customer Service Expert EU will support multi-national accounts (business teams), key development accounts and other customers as required. They 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:

  • Be an active part of the market segmented sales teams
  • Support the development of commercial strategies for products or services and customers
  • Implement West´s product and technical commercial strategy for the day-to-day customer relationship
  • Represent the Voice of Customer to the West organisation
  • Update the cross functional teams on technical issues and projects within customers
  • Prepare technical presentations and training materials, lead technical seminars or symposiums with customers, and educate them on product applications
  • Represent West in trade shows, conferences, seminars and industry forums
  • Assist the Scientific Communications team in defining, writing and completing internal studies of West technologies for generating and supporting West Technical Reports, West Technical Bulletins and commercial literature
  • Work with Scientific Insights Lab as needed on special customer projects
  • Work closely with all other members of Global Technical Customer Support team to assure open communication and a high level of effectiveness, and collaborate with global colleagues to streamline recommendations and customer experience.


  • Bachelor’s or Master’s in a technical field, such as Chemistry, Biology or Engineering
  • At least 3 – 5 years of experience in technical support, analytical laboratory, quality, research & development or an engineering role within a highly regulated environment, preferably in the pharmaceutical or medical device industry
  • GMP knowledge would be a plus
  • Ability to work autonomously in a fast-paced and complex environment with a self-motivated work ethic, and utilise sound judgement with an ability to manage multiple priorities with a sense of urgency
  • Possess the fluidity to balance multiple priorities, and play a hands-on client support role
  • Strong interpersonal skills, ability to connect with others and effectively influence and manage key relationships across diverse organisational levels, business units and customers
  • Proactive and competitive approach as well as presentation, problem solving and communication skills
  • Ability to work in a virtual environment in a global organisation
  • Excellent written and verbal English language skills, knowledge of an additional European language would be a plus