Technical Service Manager MENA📣 Job Ad

About the Technical Service Manager, MENA

Aviagen is seeking a Technical Service Manager MENA to join its team. This full-time role is based in Riyadh, Saudi Arabia, with flexibility for the right candidate in other MENA locations. The primary objective is to deliver customer-focused technical support, aiming to improve flock performance, optimize product outcomes, and strengthen long-term customer relationships. This position involves close partnership with commercial and specialist teams to translate technical expertise into measurable customer and business results.

Core Responsibilities

• Drive customer satisfaction and retention through regular, structured technical visits with key customers, aligned to business objectives.
• Organize and conduct customer site visits in response to operational needs, complaints, or 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.
• 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 and Cross-Functional Collaboration

• 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.
• Partner closely with senior technical managers to identify specialist support needs (Nutrition, Veterinary, Incubation) and ensure timely, effective deployment.
• Collaborate with Commercial Managers, Regional Managers, and Product Managers to align technical recommendations with commercial objectives.
• Support customer issue resolution in collaboration with commercial managers through structured cross-functional escalation and consistent communication.
• 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 and customer satisfaction.

Quality Assurance, Biosecurity, and Industry Representation

• 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.
• 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.

Qualifications and Experience

Candidates for this role should possess 5-10 years of experience in a relevant technical service capacity, preferably within the poultry industry. The position requires a professional with a strong understanding of flock performance, product optimization, and effective customer relationship management. The ability to translate technical expertise into measurable business results and uphold high standards of quality and biosecurity is essential.

Additional Role Information

• This position has no direct reports.
• There is no direct financial management responsibility associated with this role.
• Extensive travel, up to 70% within the MENA region, is required.
• While based in Riyadh, the location is flexible for the right candidate in Türkiye, Egypt, Algeria, Tunisia, Jordan, or the Kingdom of Saudi Arabia.