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. \--------------------------------- * **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. \--------------------------------- **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.