Technical Service Manager, MENA

Job description

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. --------------------------------- S taff 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. --------------------------------- 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.