Technical Service Manager - MENA Region

Job Overview

We are looking for a Technical Service Manager to provide customer-centric technical assistance aimed at enhancing flock performance, optimizing product use, and fostering enduring relationships with clients. This role involves close partnership with commercial and specialized teams to translate technical proficiency into tangible business and customer successes.

Key Responsibilities

• Maintain frequent, well-organized technical visits to key customers to boost satisfaction and retention aligned with business goals.
• Conduct site visits to address operational issues, complaints, or requests promptly and effectively.
• Lead participation in biannual customer review meetings focusing on performance metrics, improvement areas, and partnership value.
• Deliver timely, data-backed technical insights to customers to aid performance enhancement and informed choices.
• Distribute up-to-date Aviagen technical documents, guidelines, and best practice resources to customers to assist operational excellence.
• Provide superior technical support consistent with branded customer teams, ensuring business alignment and achievement of performance objectives.
• Create and oversee customer improvement plans, measuring results and progress.
• Assist in designing and updating annual Product Improvement Plans to advance product performance.
• Monitor breeder first-week mortality rates and weekly chick shipments to identify and address performance risks proactively.
• Track and support new product trials and testing, assuring precise data collection and evaluation.
• Accurately record all technical visits and customer interactions in the Aviagen CRM system within deadlines.
• Coordinate data submission to internal tracking systems and manage competitor data inputs.
• Prepare comprehensive monthly reports detailing activities, performance, risks, and competitor insights.
• Work with senior technical managers and specialists to guarantee timely support in areas such as Nutrition, Veterinary, and Incubation.
• Collaborate with Commercial, Regional, and Product Managers to align technical advice with business strategies.
• Support issue resolution through structured escalation and ensure consistent communication with hatcheries.
• Participate actively in team meetings encouraging alignment and accountability across functions.
• Ensure strict adherence to Aviagen biosecurity protocols during all customer contacts and visits, enforcing compliance within teams and addressing lapses promptly.
• Attend production deliveries to support quality and operational standards and ensure timely and accurate delivery data submission.
• Represent Aviagen in industry and commercial association events, contributing to knowledge sharing and strategic discussions.
• Coordinate and participate in annual technical meetings, driving clarity in documentation and decision-making.
• Commit to continuous professional development to keep abreast of industry advancements and best practices.

Candidate Profile

• Educational background must include a Bachelor’s degree in Veterinary Medicine, Agricultural Engineering, or a related field.
• A minimum of five years of experience in a related technical or customer-oriented position.
• In-depth knowledge of the poultry industry, including Grandparent, Parent Stock, and Broiler operations is essential.
• Familiarity with Veterinary, Incubation, and Nutrition fields is advantageous.
• Experience using CRM software; Microsoft Dynamics 365 expertise is preferred.
• Proficiency in Microsoft Office and general internet tools.
• Strong English communication skills, both oral and written; additional languages such as Arabic and French are beneficial.

Competencies and Attributes

• Proficient technical expertise to analyze data, diagnose problems, and implement improvements.
• Strong customer orientation to establish trust and provide valuable technical support.
• Commercial insight aligning technical work with business goals to support customer loyalty and growth.
• Effective collaboration skills across multiple departments within a matrix organization.
• Discipline in data management, reporting, and CRM system usage to generate clear and actionable intelligence.
• Excellent communication and influencing capabilities to secure stakeholder buy-in.
• Focused on results, able to prioritize and deliver measurable impacts.

Additional Information

• This position involves up to 70% travel across the MENA region.
• Work location is flexible in Türkiye, Egypt, Algeria, Tunisia, Jordan, or Saudi Arabia.
• No direct staff or financial management responsibilities.