Manager, Technical Extension Services

The‌ Manager Technical Extension Services (Food) plays ‌a‌ ‌central‌ ‌role‌ ‌in‌ managing the technical support queue and technical resources, ‌providing‌ ‌advanced‌ ‌level‌ ‌assistance‌ ‌to‌ ‌various stakeholders ‌relating‌ ‌to‌ ‌product‌ ‌information‌ ‌and‌ ‌technical‌ ‌support.‌

The‌ incumbent will be ‌an‌ ‌integral‌ ‌part‌ ‌of‌ ‌the‌ ‌technical‌ ‌support‌ ‌team. This‌ ‌role‌ ‌also‌ ‌channels‌ ‌information‌ ‌in‌ ‌educating‌ ‌dealers‌ ‌and‌ ‌customers‌ ‌on‌ ‌the‌ ‌benefits‌ ‌and‌ ‌uses‌ ‌of‌ NFM Food‌, Animal Feed and Pet Food ‌solutions.‌ Success‌ ‌in‌ ‌this‌ ‌position‌ ‌involves‌ ‌time‌ ‌spent‌ ‌on‌ ‌training,‌ ‌teamwork,‌ managing support queue and escalation prioritization, monitoring and achieving KPIs, ‌time‌ ‌invested‌ ‌in‌ ‌technical‌ ‌support‌ ‌related‌ ‌issues,‌ ‌and‌ ‌responsibility‌ ‌to‌ ‌provide‌ ‌customer‌ ‌care‌ ‌&‌ ‌support.‌‌

Key Accountabilities

• Provide technical assistance and support to bakers, food manufacturers, farmers, veterinarians, business partners, resellers, and internal teams.
• Educate dealers and customers on the benefits and uses of NFM Food, Feed and Pet Food solutions.
• Develop and manage strategies for capturing additional market share locally and regionally.
• Develop and maintain good customer relations and service practices.
• Ensure prompt and efficient provision of technical assistance to maintain and increase customer satisfaction.
• Manage the company's customer service activities and customer complaints.
• Coordinate with the Manager, Innovation & Product Technical Services on New Product testing and trial.
• Develop the department's business plan related to technical support services.
• Implement strategies to reach and engage end users in regional and international markets.
• Monitor and inform the Head, Sales & Marketing of any deficiencies in quality or customer dissatisfaction requiring policy changes.
• Lead and manage the team of Technical Extension Officers.
• Ensure the team's activities align with KPIs for success and customer care.
• Plan and coordinate seminars and workshops to promote NFM’s products and improve customer knowledge.
• Work with the Manager, Marketing to develop seminars and training events.
• Develop partnerships with relevant government agencies and institutional support services.

 Requirements

• Bachelor’s degree in nutrition, Food Technology, Agri-business Management, Livestock Production, or a related field.
• Graduate qualification in a related field (e.g., Baking Science, Livestock Production).
• Minimum of seven (7) years of demonstrable experience in Food quality/safety, baking, customer service, or livestock production, with at least three (3) years at a leadership and strategic decision-making level in a related industry.
• Excellent strategic thinking, analytical, critical thinking, and problem-solving skills.
• Strong communication, emotional intelligence, and negotiation skills.
• Knowledge of consumer market dynamics, GMP Food Safety, and HACCP guidelines applicable to the Food Processing Industry.
• Competency in management, finance, and marketing.
• Ability to plan, organize, and manage extension work and technical support activities.
• Demonstrated leadership displaying core values of dependability, customer focus, ownership, integrity, and a growth mindset.