Technical Service Manager, MENA

Aviagen


Date: 2 weeks ago
City: Riyadh
Contract type: Full time
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

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

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