Technical Service Manager, MENA

Job Description Summary:

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 in one of the following countries: Egypt, Algeria, Tunisia, 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 Microsoft Dynamics 365 CRM is preferred.

• Proficient in Microsoft Office applications and general internet-based tools.

• Strong command of the English language, both written and verbal.

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.