Technical Service Manager, MENA

Job Description Summary:

Seeking for a Technical Manager who will deliver customer-focused technical support that improves flock performance, optimizes product outcomes, and strengthens long-term customer relationships. The role partners closely with commercial and specialist teams to translate technical expertise into measurable customer and business results.

Job Description:

Specific Duties

1. Customer Engagement & Relationship Management

• Drive customer satisfaction and retention by maintaining regular, structured technical visits with key customers aligned to business objectives.
• Organize and conduct customer site visits in response to operational needs, complaints, or customer requests, ensuring timely and effective resolution.
• Lead and contribute to formal six-monthly customer review meetings, focusing on performance outcomes, improvement opportunities, and long-term partnership value.
• Provide customers with timely, data-driven technical feedback to support performance optimization and informed decision-making.
• Share the latest Aviagen technical documentation, guidelines, and best practices to enhance customer knowledge and operational performance.

2. Technical Service Delivery & Performance Improvement

• Deliver high-quality technical support as part of the branded customer-focused team, ensuring alignment with business plans and performance targets.
• Develop, implement, and monitor customer improvement plans, assessing progress, effectiveness, and measurable results.
• Contribute to the development, execution, and continuous update of annual Product Improvement Plans to drive product performance.
• Track breeder first-week mortality and weekly chick shipments, identifying trends and proactively addressing performance risks.
• Monitor and follow up on customer trial runs and new product testing, ensuring accurate data collection and performance evaluation.

3. Data Management, Reporting & Systems Compliance

• Ensure all technical visits, customer interactions, and follow-up actions are accurately recorded in the Aviagen Macro (CRM) system within defined timelines.
• Coordinate with Regional/Product Managers to ensure complete and accurate customer data submission to the Easy Flock internal tracking system.
• Ensure competitor production and performance data is systematically collected and submitted to relevant internal databases.
• Prepare and submit comprehensive monthly technical reports to the STM, covering activities, product performance, emerging risks, and competitor insights.
• Deliver timely and accurate technical visit reports in collaboration with the Data Analysis and Reporting Specialist.

4. Cross-Functional Collaboration & Specialist Support

• Partner closely with the senior technical managers to identify specialist support needs (Nutrition, Veterinary, Incubation) and ensure timely, effective deployment aligned with customer and business priorities.
• Collaborate with Commercial Managers, Regional Managers, and Product Managers to align technical recommendations with commercial objectives, customer strategies, and product positioning.
• Support customer issue resolution in collaboration with commercial managers through structured cross-functional escalation and ensuring approved, consistent communication to hatcheries.
• Actively contribute to DCFT/CST team meetings, driving cross-functional alignment, shared accountability, and execution of agreed actions.
• Facilitate effective information flow between technical, commercial, and operational teams to support decision-making, customer satisfaction, and business performance.

5. Quality, Biosecurity & Operational Compliance

• Ensure consistent compliance with Aviagen biosecurity standards during all customer interactions and site visits.
• Enforce biosecurity protocols within the team, taking corrective action to address non-compliance and minimize operational risk.
• Attend PS/GP deliveries within the region to support quality assurance and operational consistency.
• Ensure delivery data is accurately collected and submitted on time to Quality and Export departments to support traceability and compliance.

6. Industry Engagement & Knowledge Leadership

• Represent Aviagen by actively participating in relevant industry and commercial association meetings (RMEAA, AAMEA, IR Club).
• Organize, attend, and contribute to annual TMEA Technical and CFT meetings, supporting knowledge sharing and strategic alignment.
• Prepare technical documentation and lead discussions within the assigned area of responsibility to drive clarity, alignment, and decision-making.
• Maintain technical excellence through continuous learning, ensuring up-to-date knowledge of industry trends, emerging technologies, and best practices.

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• Staff Management: No direct reports
• Financial Management: No direct financial responsibility
• Travel: Up to %70 in MENA region
• Location: Flexible for the right candidate in Türkiye, Egypt, Algeria, Tunisia, Jordan or the Kingdom of Saudi Arabia.

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Personal Requirements for the Role

Specific Experience:

• Bachelor’s degree in Veterinary Medicine, Agricultural Engineering, or an equivalent discipline.
• Minimum of 5 years’ experience in a similar technical or customer-facing role.
• Strong working knowledge of the poultry industry, including Grandparent, Parent Stock, and Broiler operations.
• Knowledge of Veterinary, Incubation, and Nutrition disciplines is an advantage.
• Experience with a CRM system, Microsoft Dynamics 365 is preferred.
• Proficient in Microsoft Office applications and general internet-based tools.
• Strong command of the English language, both written and verbal; knowledge of Arabic and French will be a plus.

Competencies, Skill & Attributes:

• Technical Expertise: Applies strong technical knowledge and data analysis to diagnose issues, improve flock and product performance, and deliver practical solutions.
• Customer Focus: Builds trusted customer relationships through proactive engagement, clear communication, and value-driven technical support.
• Commercial Awareness: Aligns technical recommendations with commercial objectives, supporting customer retention and sustainable business growth.
• Cross-Functional Collaboration: Works effectively with commercial, product, quality, operations, and specialist teams in a matrix environment to deliver integrated solutions.
• Data & Reporting Discipline: Ensures accurate, timely use of CRM and internal systems, producing clear reports and actionable insights.
• Communication & Influence: Communicates credibly and influences stakeholders to gain alignment and commitment to technical actions.
• Results Orientation: Takes ownership, prioritizes effectively, and delivers measurable outcomes against defined objectives.