technical support manager

DeltaTRAK

<div>About DeltaTrak
DeltaTrak is a global innovator in cold chain management solutions, delivering real-time monitoring, cloud applications, and advanced analytics for temperature-sensitive supply chains. Our solutions help customers maintain product integrity, meet regulatory requirements, and operate reliable global logistics networks.<div></div> 
Position Overview
DeltaTrak is seeking a Cloud Service Technical Support Manager to lead its Technical support team to manage cloud data services, customer onboarding, enablement, training, reporting, integrations, and advanced diagnostics. The Technical Support team also provides first-line customer support, device troubleshooting, and quality-compliant issue resolution.
Cloud Service Technical Support Manager will work closely together with the operations, quality and engineering escalation teams, to deliver a seamless end-to-end customer experience across DeltaTrak&rsquo;s cloud platform and connected devices.<div></div> 
Key Responsibilities
Leadership &amp; Service Ownership<ul><li>
Lead and develop Cloud Services (including Managed Services) and Customer Technical Support teams.</li><li>
Define clear roles, responsibilities, escalation paths, and performance expectations for organization.</li><li>
Serve as the primary escalation point for customer issues related to cloud services, managed services, integrations, and connectivity.</li><li>
Ensure consistent, professional customer communication during incidents, escalations, and resolution.</li></ul><div></div> 
Cloud Services &amp; Managed Services<ul><li>
Own operational responsibility for DeltaTrak&rsquo;s cloud platform, including availability, configuration, monitoring, and managed service delivery.</li><li>
Lead customer onboarding, including platform setup, configuration validation, and readiness for production use.</li><li>
Provide customer training and enablement on platform features, dashboards, alerts, and reporting.</li><li>
Perform advanced diagnostics by reviewing logs, metrics, and system data, including running queries on internal databases to identify issues and solutions.</li></ul> 
Customer Technical Support<ul><li>
Oversee first-line customer support for cloud applications and connected devices.</li><li>
Ensure timely handling of inbound calls and emails and effective troubleshooting support.</li><li>
Ensure proper escalation of complex platform, data, or integration issues to engineering.</li><li>
Maintain full compliance with DeltaTrak&rsquo;s Quality Management System, including ISO 9001 and applicable GMP requirements.</li></ul><div></div> 
SIM Management &amp; Customer Reporting<ul><li>
Oversee SIM management across customer deployments, including:<ul><li>
Monitoring SIM status, health, and activity</li><li>
Tracking and reporting SIM usage and billing details</li><li>
Identifying anomalies or cost-optimization opportunities</li></ul></li><li>
Ensure reliable delivery of customer reporting, including:<ul><li>
Monitoring automated reports for accuracy and timeliness</li><li>
Producing manual or customized reports for key customers</li><li>
Providing reporting support for reviews, audits, and business discussions</li></ul></li></ul><div></div> 
Cross‑Functional Collaboration<ul><li>
Partner with Engineering, QA, Product, Sales, Marketing, and Field Operations.</li><li>
Communicate customer insights and field issues to influence product improvements.</li><li>
Support product releases, customer readiness, and go-to-market activities.</li></ul><div></div> 
Operational Excellence<ul><li>
Own service tooling, ticketing systems, dashboards, KPIs, and reporting.</li><li>
Maintain accurate service documentation, SOPs, and escalation workflows.</li><li>
Drive continuous improvement across service quality, efficiency, and customer experience.</li></ul><div></div> 
Success Metrics<ul><li>
High customer satisfaction (CSAT/NPS) and reduced escalations</li><li>
SLA compliance and improved mean time to resolution</li><li>
Successful customer onboarding and increased platform adoption</li><li>
Reduction in recurring platform, SIM, and device-related issues</li><li>
Accurate SIM usage and billing visibility with fewer discrepancies</li><li>
On-time, accurate delivery of customer reports</li><li>
Strong audit outcomes for ISO/GMP compliance</li><li>
Healthy team engagement, retention, and performance</li></ul><div></div> 
Qualifications<ul><li>
Bachelor&rsquo;s degree or equivalent practical experience.</li><li>
7&ndash;12 years in cloud services, SaaS operations, managed services, or technical support.</li><li>
3&ndash;7 years leading technical or customer-facing teams.</li><li>
Have user experience is using CRM system like SalesForce</li><li>
Strong understanding of cloud platforms, APIs, SaaS applications, and incident management.</li><li>
Ability to analyze system data and query databases to support troubleshooting.</li><li>
Experience with service management tools (Zendesk, Jira Service Management, ServiceNow, etc.).</li><li>
Experience operating in regulated or quality-controlled environments preferred.</li></ul></div>

Cloud Service Technical Support Manager

About DeltaTrakDeltaTrak is a global innovator in cold chain management solutions, delivering real-time monitoring, cloud applications, and advanced analytics for temperature-sensitive supply chains. Our solutions help customers maintain product integrity, meet regulatory requirements, and operate reliable global logistics networks.Position OverviewDeltaTrak is seeking a Cloud Service Technical Support Manager to lead its Technical supportteam to manage cloud data services, customer onboarding, enablement, training, reporting, integrations, and advanced diagnostics. The Technical Support team also provides first-line customer support, device troubleshooting, and quality-compliant issue resolution.Cloud Service Technical Support Manager will work closely together with the operations, quality and engineering escalation teams, to deliver a seamless end-to-end customer experience across DeltaTrak&rsquo;s cloud platform and connected devices.Key ResponsibilitiesLeadership &amp; Service Ownership<ul><li>Lead and develop Cloud Services (including Managed Services) and Customer Technical Support teams.</li><li>Define clear roles, responsibilities, escalation paths, and performance expectations for the organization.</li><li>Serve as the primary escalation point for customer issues related to cloud services, managed services, integrations, and connectivity.</li><li>Ensure consistent, professional customer communication during incidents, escalations, and resolution.</li></ul>Cloud Services &amp; Managed Services<ul><li>Own operational responsibility for DeltaTrak&rsquo;s cloud platform, including availability, configuration, monitoring, and managed service delivery.</li><li>Lead customer onboarding, including platform setup, configuration validation, and readiness for production use.</li><li>Provide customer training and enablement on platform features, dashboards, alerts, and reporting.</li><li>Perform advanced diagnostics by reviewing logs, metrics, and system data, including running queries on internal databases to identify issues and solutions.</li></ul>Customer Technical Support<ul><li>Oversee first-line customer support for cloud applications and connected devices.</li><li>Ensure timely handling of inbound calls and emails and effective troubleshooting support.</li><li>Ensure proper escalation of complex platform, data, or integration issues to engineering.</li><li>Maintain full compliance with DeltaTrak&rsquo;s Quality Management System, including ISO 9001 and applicable GMP requirements.</li></ul>SIM Management &amp; Customer Reporting<ul><li>Oversee SIM management across customer deployments, including:</li><li>Monitoring SIM status, health, and activity</li><li>Tracking and reporting SIM usage and billing details</li><li>Identifying anomalies or cost-optimization opportunities</li><li>Ensure reliable delivery of customer reporting, including:</li><li>Monitoring automated reports for accuracy and timeliness</li><li>Producing manual or customized reports for key customers</li><li>Providing reporting support for reviews, audits, and business discussions</li></ul>Cross‑Functional Collaboration<ul><li>Partner with Engineering, QA, Product, Sales, Marketing, and Field Operations.</li><li>Communicate customer insights and field issues to influence product improvements.</li><li>Support product releases, customer readiness, and go-to-market activities.</li></ul>Operational Excellence<ul><li>Own service tooling, ticketing systems, dashboards, KPIs, and reporting.</li><li>Maintain accurate service documentation, SOPs, and escalation workflows.</li><li>Drive continuous improvement across service quality, efficiency, and customer experience.</li></ul>Success Metrics<ul><li>High customer satisfaction (CSAT/NPS) and reduced escalations</li><li>SLA compliance and improved mean time to resolution</li><li>Successful customer onboarding and increased platform adoption</li><li>Reduction in recurring platform, SIM, and device-related issues</li><li>Accurate SIM usage and billing visibility with fewer discrepancies</li><li>On-time, accurate delivery of customer reports</li><li>Strong audit outcomes for ISO/GMP compliance</li><li>Healthy team engagement, retention, and performance</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree or equivalent practical experience.</li><li>7&ndash;12 years in cloud services, SaaS operations, managed services, or technical support.</li><li>3&ndash;7 years leading technical or customer-facing teams.</li><li>Have user experience is using CRM system like SalesForce</li><li>Strong understanding of cloud platforms, APIs, SaaS applications, and incident management.</li><li>Ability to analyze system data and query databases to support troubleshooting.</li><li>Experience with service management tools (Zendesk, Jira Service Management, ServiceNow, etc.).</li><li>Experience operating in regulated or quality-controlled environments preferred.</li></ul>Pay: $85,000.00 - $95,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Alnafitha IT

<div>
 
 
 Business Overview:
 
 
 
 Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.
 
 
 As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.
 
 
 
 
 
 Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.
 
 
 
 
 
 With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.
 
 
 
 
 
 Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.
 
 
 
 
 
 Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability
 
 
 
 
 
 At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.
 
 
 
 
 
 
 
 Job Summary/Objective
 
 
 
 
 The Technical Support Manager is responsible for overseeing the daily operations of the
 
 
 technical support team as well as participating as an active member of the team.
 
 
 As a team leader, this position will partner with customer success and business development to
 
 
 deliver exceptional support to customers through phone, email and chat. This team member
 
 
 will be expected to lead by example, organize work, build reports, handle escalations, and help
 
 
 with ad hoc projects, and training
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 &bull; Team Leadership and Development
 
 
 &bull; Oversee the day-to-day operations of the Technical Support Team from senior
 
 
 technical leaders to junior staff to ensure effective knowledge transfer within the
 
 
 team
 
 
 &bull; Provide mentorship, coaching, and training to enhance team skills and knowledge
 
 
 and provide personalized guidance and foster professional growth
 
 
 &bull; Arrange and oversee shift scheduling to maintain adequate resource coverage,
 
 
 optimize workload and ensure uninterrupted service delivery
 
 
 &bull; Manage recruitment, performance evaluations, and disciplinary actions for staff to
 
 
 evaluate achievements, identify development needs, and align individual goals with
 
 
 organizational objectives
 
 
 &bull; Customer Satisfaction Management
 
 
 &bull; Act as a senior agent driving customer satisfaction through effective support.
 
 
 &bull; Ensure all customer inquiries and issues are resolved accurately and professionally.
 
 
 &bull; Serve as the primary point of contact for technical VIP cases or executive escalations
 
 
 to protect critical relationships and maintain trust with high-value clients by resolving
 
 
 high impact issues quickly and effectively
 
 
 &bull; Attend escalation meetings and follow up on outcomes to ensure all escalation
 
 
 resolutions are implemented, preventing recurrence and improving customer
 
 
 experience
 
 
 &bull; Operational Oversight
 
 
 &bull; Record, track, and report on team service level agreements (SLAs) and workflows to
 
 
 ensure service commitments are met or exceeded, ensuring customer satisfaction
 
 
 and compliance
 
 
 &bull; Plan for customer support load distribution to anticipate demand fluctuations,
 
 
 optimize staffing levels and maintain consistent service quality
 
 
 &bull; Follow up on technical account manager&rsquo;s tasks to ensure account specific
 
 
 deliverables are on track, issues are addressed, and customer expectations are met
 
 
 &bull; Serve as the escalation point for outsourcing operations issues to address high
 
 
 priority or unresolved issues swiftly and minimize service disruptions
 
 
 &bull; Track customers&rsquo; status for invoicing and renewals to ensure accurate billing, timely
 
 
 renewals, and sustained revenue flow from support contracts
 
 
 &bull; Support Coordination and Onboarding
 
 
 &bull; Provide support for both internal and external customers, managing incoming
 
 
 technical inquiries.
 
 
 &bull; Facilitate the onboarding process for new team members to ensure effective
 
 
 integration.
 
 
 &bull; KPI Development and Monitoring
 
 
 &bull; Assist in the creation and monitoring of team key performance indicators (KPIs).
 
 
 &bull; Analyze support system case trends to identify areas for improvement and prevent
 
 
 future issues.
 
 
 &bull; Process Improvement and Documentation
 
 
 &bull; Review and enhance technical support processes and documentation to streamline
 
 
 processes, eliminate bottlenecks and increase overall service delivery speed &amp; quality
 
 
 &bull; Create relevant support materials and self-service tools for customers and staff
 
 
 &bull; Enable digital transformation and automation to reduce manual effort, improve
 
 
 consistency and increase operational efficiency through technology adoption
 
 
 &bull; Feedback and Communication
 
 
 &bull; Establish a feedback loop for staff and customers on resolved and ongoing issues.
 
 
 &bull; Implement preventive measures to minimize customer faults and issues proactively.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Requirements
 
 
 
 Qualifications
 
 
 
 
 
 
 - Education: Bachelor&rsquo;s degree in computer science or equivalent.
 
 
 - Experience: 12+ years&rsquo; experience in Microsoft technologies in one or more of the
 
 
 following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange,
 
 
 Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft
 
 
 SharePoint)
 
 
 - Experience with migration of Exchange customers to Office 365 and end to end support
 
 
 and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.
 
 
 - Additional skills in Exchange Online Protection, Antigen/Forefront Protection for
 
 
 Exchange.
 
 
 - Experience in AD Security (ATA, AD backup and recovery, security practices and AD
 
 
 health check)
 
 
 - Knowledge in Microsoft Server features (ADFS &ndash; DFS &ndash; RMS &ndash; WSUS &ndash; WDS &ndash; CA &ndash; IIS).
 
 
 - Knowledge in Virtualization (Microsoft Hyper-V, VMWare).
 
 
 - Basic knowledge in SQL database administration and implementation.
 
 
 - Solid understanding of client/server, networking, and Internet technologies
 
 
 fundamentals.
 
 
 - Experience working with Microsoft Server products alongside Microsoft Azure IaaS/
 
 
 PaaS and experience with troubleshooting, configuring and supporting Network and
 
 
 Hybrid scenarios.
 
 
 - Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure
 
 
 deployment, ARM template, Application Insights, PowerShell Scripting, Security, High
 
 
 Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching,
 
 
 Clustering, Service Resilience, SQL Azure, ADLS and distributed systems etc.
 
 
 - Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET
 
 
 (Preferred)
 
 
 - Solid Networking Skills (Routing &amp; Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and
 
 
 WAN protocols)
 
 
 - High sense of responsibility and ownership, acting like owner in what you do.
 
 
 - Exceptional communication and presentation skills
 
 
 - Proven people management and leadership skills
 
 
 - Love being the first line of support and troubleshooting issues
 
 
 - Strong analytical skills to investigate and resolve customer support tickets
 
 
 - Able to multi-task efficiently under time pressure
 
 
 - Able to work with cutting edge technology and assimilate information rapidly
 
 
 Previous experience in managing customer-focused teams
 
 
 Proven experience in managing a service and support focused team culture
 
 
 - Ability to maintain composure during stressful situations.
 
 
 - Fluent in Arabic and English.
 
 
 
 Certification Requirements:
 
 
 
 &bull; CCNA Routing and Switching.
 
 
 &bull; ITIL Expert (Preferred)
 
 
 &bull; MCSE: Core Infrastructure (Must)
 
 
 &bull; MCSE: Private Cloud (Must)
 
 
 &bull; MCSE: Messaging.
 
 
 &bull; PMP Certified (Preferred)
 
 
 &bull; Microsoft 365 Certified: Enterprise Administrator Expert (preferred)
 
 
 &bull; Microsoft Certified: Azure Solutions Architect Expert (preferred)
 
</div>

Technical Support Manager - Microsoft Technologies - Cairo

<div><div><div><div><div>Posted: 13/03/2026</div>
<div>Closing Date: 30/04/2026</div>
<div>Job Type: Permanent - Full Time
</div><div>Location: Scottsdale
</div><div>Job Category: Business Development
</div><div>TAE Aerospace is a global aerospace company providing maintenance services for some of the most powerful, exciting and important defense and commercial aircraft platforms in the world. We are also proud of our encouraging and supportive team environment that ensures we all work together within a genuine high-performance culture.
TAE is part of the ASDAM Group and is a leading sovereign defense, advanced manufacturing and sustainment company. It provides end-to-end capability across design, engineering, manufacturing, assembly and sustainment. ASDAM includes Marand, TAE Aerospace, Rosebank Engineering, Levett Engineering and Quickstep.
</div><h4 class="jobSectionHeader">Job Description</h4>
<div>The PT6A Field Service and Technical Support Manager is responsible for:
 Assessing market dynamics and delivering appropriate advice to maintain / expand market share and develop appropriate sales strategies.
 Understanding the company&rsquo;s fit in the big data environment, including engaging industry experts to complement internal development activities
 Assisting in the development of annual sales targets that align to TAE strategy
To seek out new Field service and sales opportunities from within the aviation sector for TAE&rsquo;s Commercial products
Managing customer relations to &lsquo;wow&rsquo; the customer
Work closely with TAE operational and sales departments to identify and take advantage of opportunity within TAE&rsquo;s strategic market sectors both in the US and overseas
To establish and maintain relationships with industry influencers and key strategic partners
Demonstrate an entrepreneurial business culture and spirit across TAE
Capture all current and new sales leads with in the company&rsquo;s CRM
Represent the business at selected trade and industry events to foster development of the commercial business&rsquo; product and brand.
Assist with actioning the marketing and promotional activities at tradeshows
 Offer exceptional on-call and field service to new and existing customers 
</div><h4 class="jobSectionHeader">Desired Skills and Experience</h4>
<div>Essential
<ul><li>Experience working in an MRO, sales and field service capacity</li>
<li>Minimum 2 years of field service and or sales experience in an aircraft MRO environment</li>
<li>Demonstrated field service and or sales discipline experience with an aviation maintenance/ manufacturing company.</li>
<li>Mobile, self motivated and able to work independently</li>
<li>An entrepreneurial spirit with an innovative nature.</li>
<li>Able to demonstrate the communication skills required to clearly articulate visions, issues and outcomes.</li>
<li>Demonstrated ability to work with confidential information and exercise the highest degree of discretion.</li>
<li>Relevant sales and field service-related training.</li>
<li>Commercial acumen, intellect and a professional in their field, who is seen as a valued advisor and business partner by his/her manager and colleagues.</li>
<li>Excellent verbal and written communication skills, able to articulate views convincingly, and to influence others to adopt their course of action.</li>
<li>Must be able to demonstrate a proven commitment to being part of a team-oriented organization seeking continuous improvement, in an open and &lsquo;no surprises&rsquo; manner.</li>
<li>Great negotiator and deal seeker.</li>
<li>Mobile and can cope with change.</li>
<li>An innovator and thinker</li>
</ul>
Desirable
<ul><li>Budgeting, reporting or analysis experience with maintenance, engineering, or manufacturing enterprise.</li>
<li>Demonstrated technical, maintenance or engineering experience in an aviation maintenance and/or engineering environment.</li>
<li>Broad knowledge of and experience in management practices involved with heavily regulated working environments/industries.</li></ul></div></div></div></div></div>

PT6A Field Service and Technical Support Manager

Talent 360

<div>We&rsquo;re Hiring | Technical Office Manager
Company: Dunes Constructions 
Location: Sheikh Zayed City 
Experience Required: 15+ Years
Job Summary: 
Dunes Constructions is seeking an experienced Technical Office Manager to lead and manage all technical office operations across our projects. The ideal candidate will have a strong background in civil works, technical office management, and team leadership, with the ability to ensure accuracy, efficiency, and compliance with project requirements.
Key Responsibilities:
Lead and manage the technical office team across multiple projects<ul><li>Review and approve shop drawings, material submittals, and technical documents</li></ul><ul><li>Oversee BOQs, quantity take-offs, and cost estimation processes</li></ul><ul><li>Ensure proper preparation and follow-up of RFIs, method statements, and submittals</li></ul><ul><li>Coordinate with consultants, project managers, and site teams</li></ul><ul><li>Monitor project progress and support in planning and cost control</li></ul><ul><li>Ensure compliance with project specifications, standards, and deadlines</li></ul><ul><li>Review and approve interim payments and final accounts</li></ul> 
Requirements 
Requirements:<ul><li>Bachelor&rsquo;s degree in Civil Engineering</li></ul><ul><li>15 years of experience in technical office roles</li></ul><ul><li>Previous experience in a managerial role is a must</li></ul><ul><li>Strong knowledge of shop drawings, QS, contracts, and project coordination</li></ul><ul><li>Proficiency in AutoCAD (Revit is a plus)</li></ul><ul><li>Excellent leadership, communication, and time management skills</li></ul></div>

Technical Office Manager

PaxeraHealth

<div>We are seeking a proactive and customer-focused Customer Care Manager to join PaxeraHealth. This role will oversee daily customer support operations, ensuring high-quality service delivery and customer satisfaction. The ideal candidate will lead support teams, improve processes, and collaborate with internal departments to enhance the overall customer experience. 
Key Responsibilities: 
 Team Management &amp; Leadership:<ul><li>
Supervise daily operations of the Technical Support team</li><li>
Assign tasks based on team member expertise and customer priorities.</li><li>
Monitor team performance, provide feedback, and take action on low and high performers.</li><li>
Conduct weekly meetings to discuss team progress and challenges.</li><li>
Ensure open communication and foster a positive, collaborative work environment.</li></ul>
Technical Support &amp; Customer Satisfaction:<ul><li>
Oversee customer issue resolution, ensuring timely and effective support.</li><li>
Respond to escalated technical inquiries and complaints from clients.</li><li>
Conduct follow-up calls and emails to ensure customer satisfaction and system stability.</li><li>
Assist in critical troubleshooting, system deployment, and integration support.</li></ul>
Training &amp; Development:<ul><li>
Identify training needs and provide coaching for team members.</li><li>
Organize knowledge-sharing sessions to enhance technical capabilities.</li><li>
Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.</li></ul>
Collaboration with Other Departments:<ul><li>
Work closely with the Production Team to coordinate software releases and licenses.</li><li>
Communicate with Sales Managers regarding customer complaints and contract issues.</li><li>
Liaise with Project Managers to align on customer expectations and ongoing projects.</li><li>
Support presales and sales teams by responding to technical inquiries.</li></ul>
Reporting &amp; Documentation:<ul><li>
Maintain Salesforce case logs, service delivery forms, and site documentation.</li><li>
Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.</li><li>
Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.</li></ul>
Additional Responsibilities:<ul><li>
Participate in management meetings to provide updates on technical support operations.</li><li>
Recommend process improvements to enhance service efficiency.</li><li>
Occasionally travel to client sites for escalated issues or major system installations</li></ul>
Education &amp; Experience:<div><div><div>
Requirement</div><div> Minimum</div><div> Preferred</div></div> 
<div><div>
Education</div><div> Bachelor&rsquo;s in Biomedical Engineering, Computer Science, or IT-related field</div><div> Master&rsquo;s degree or PMP certification</div></div> 
<div><div>
Work Experience</div><div> +10 years, including team leadership experience</div><div> Experience in Healthcare IT</div></div> 
<div><div>
Certifications</div><div> ITIL, CDIP, CIIP, or any relevant Healthcare IT certification (Preferred)</div><div> Advanced certifications in SQL DBA, HL7, VMware, or Network Security</div></div> 
</div>
Qualifications and Skills: 
Technical Skills: 
✔ Strong knowledge of PACS, RIS, DICOM, HL7, FHIR, and system integrations. 
✔ Proficiency in Windows Server, SQL database administration, VMware, and network security. 
✔ Hands-on experience in firewall configurations, IT infrastructure, and troubleshooting. 
✔ Ability to handle Salesforce case management and CRM tools. 
Soft Skills: 
✔ Strong leadership and team management abilities. 
✔ Excellent communication and problem-solving skills. 
✔ Ability to delegate tasks effectively and manage workloads. 
✔ Strong customer service orientation and ability to build relationships.
JNlbpOlnhv</div>

Customer Care Manager

Aviagen

<div>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.<div><div><div><div><div><div><div>
Job Description:</div></div></div></div></div></div></div><h2 class="jobSectionHeader">
Specific Duties</h2><h2 class="jobSectionHeader">
1. Customer Engagement &amp; Relationship Management</h2><ul><li>
Drive customer satisfaction and retention by maintaining regular, structured technical visits with key customers aligned to business objectives.</li><li>
Organize and conduct customer site visits in response to operational needs, complaints, or customer requests, ensuring timely and effective resolution.</li><li>
Lead and contribute to formal six-monthly customer review meetings, focusing on performance outcomes, improvement opportunities, and long-term partnership value.</li><li>
Provide customers with timely, data-driven technical feedback to support performance optimization and informed decision-making.</li><li>
Share the latest Aviagen technical documentation, guidelines, and best practices to enhance customer knowledge and operational performance.</li></ul><h2 class="jobSectionHeader">
2. Technical Service Delivery &amp; Performance Improvement</h2><ul><li>
Deliver high-quality technical support as part of the branded customer-focused team, ensuring alignment with business plans and performance targets.</li><li>
Develop, implement, and monitor customer improvement plans, assessing progress, effectiveness, and measurable results.</li><li>
Contribute to the development, execution, and continuous update of annual Product Improvement Plans to drive product performance.</li><li>
Track breeder first-week mortality and weekly chick shipments, identifying trends and proactively addressing performance risks.</li><li>
Monitor and follow up on customer trial runs and new product testing, ensuring accurate data collection and performance evaluation.</li></ul><h2 class="jobSectionHeader">
3. Data Management, Reporting &amp; Systems Compliance</h2><ul><li>
Ensure all technical visits, customer interactions, and follow-up actions are accurately recorded in the Aviagen Macro (CRM) system within defined timelines.</li><li>
Coordinate with Regional/Product Managers to ensure complete and accurate customer data submission to the Easy Flock internal tracking system.</li><li>
Ensure competitor production and performance data is systematically collected and submitted to relevant internal databases.</li><li>
Prepare and submit comprehensive monthly technical reports to the STM, covering activities, product performance, emerging risks, and competitor insights.</li><li>
Deliver timely and accurate technical visit reports in collaboration with the Data Analysis and Reporting Specialist.</li></ul><h2 class="jobSectionHeader">
4. Cross-Functional Collaboration &amp; Specialist Support</h2><ul><li>
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.</li><li>
Collaborate with Commercial Managers, Regional Managers, and Product Managers to align technical recommendations with commercial objectives, customer strategies, and product positioning.</li><li>
Support customer issue resolution in collaboration with commercial managers through structured cross-functional escalation and ensuring approved, consistent communication to hatcheries.</li><li>
Actively contribute to DCFT/CST team meetings, driving cross-functional alignment, shared accountability, and execution of agreed actions.</li><li>
Facilitate effective information flow between technical, commercial, and operational teams to support decision-making, customer satisfaction, and business performance.</li></ul><h2 class="jobSectionHeader">
5. Quality, Biosecurity &amp; Operational Compliance</h2><ul><li>
Ensure consistent compliance with Aviagen biosecurity standards during all customer interactions and site visits.</li><li>
Enforce biosecurity protocols within the team, taking corrective action to address non-compliance and minimize operational risk.</li><li>
Attend PS/GP deliveries within the region to support quality assurance and operational consistency.</li><li>
Ensure delivery data is accurately collected and submitted on time to Quality and Export departments to support traceability and compliance.</li></ul><h2 class="jobSectionHeader">
6. Industry Engagement &amp; Knowledge Leadership</h2><ul><li>
Represent Aviagen by actively participating in relevant industry and commercial association meetings (RMEAA, AAMEA, IR Club).</li><li>
Organize, attend, and contribute to annual TMEA Technical and CFT meetings, supporting knowledge sharing and strategic alignment.</li><li>
Prepare technical documentation and lead discussions within the assigned area of responsibility to drive clarity, alignment, and decision-making.</li><li>
Maintain technical excellence through continuous learning, ensuring up-to-date knowledge of industry trends, emerging technologies, and best practices.</li></ul>
-<ul><li>
Staff Management: No direct reports</li><li>
Financial Management: No direct financial responsibility</li><li>
Travel: Up to %70 in MENA region</li><li>
Location: Remote in T&uuml;rkiye or work from Ankara head office</li></ul>
-<h2 class="jobSectionHeader">
Personal Requirements for the Role</h2>
Specific Experience:
<ul><li>Bachelor&rsquo;s degree in Veterinary Medicine, Agricultural Engineering, or an equivalent discipline.</li><li>
Minimum of 5 years&rsquo; experience in a similar technical or customer-facing role.</li><li>
Strong working knowledge of the poultry industry, including Grandparent, Parent Stock, and Broiler operations.</li><li>
Knowledge of Veterinary, Incubation, and Nutrition disciplines is an advantage.</li><li>
Experience with Microsoft Dynamics 365 CRM is preferred.</li><li>
Proficient in Microsoft Office applications and general internet-based tools.</li><li>
Strong command of the English language, both written and verbal.</li></ul>
Competencies, Skill &amp; Attributes:<ul><li>
Technical Expertise: Applies strong technical knowledge and data analysis to diagnose issues, improve flock and product performance, and deliver practical solutions.</li><li>
Customer Focus: Builds trusted customer relationships through proactive engagement, clear communication, and value-driven technical support.</li><li>
Commercial Awareness: Aligns technical recommendations with commercial objectives, supporting customer retention and sustainable business growth.</li><li>
Cross-Functional Collaboration: Works effectively with commercial, product, quality, operations, and specialist teams in a matrix environment to deliver integrated solutions.</li><li>
Data &amp; Reporting Discipline: Ensures accurate, timely use of CRM and internal systems, producing clear reports and actionable insights.</li><li>
Communication &amp; Influence: Communicates credibly and influences stakeholders to gain alignment and commitment to technical actions.</li><li>
Results Orientation: Takes ownership, prioritizes effectively, and delivers measurable outcomes against defined objectives.</li></ul></div>

Technical Service Manager, MENA

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Technical Service Manager, MENA