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 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.
