Manager - Institutional Service CR

Lead and manage institutional service operations for Commercial Refrigeration customers, ensuring superior service delivery, adherence to contractual commitments, customer satisfaction, operational efficiency, and service excellence across assigned geographies. The role is responsible for driving service performance, managing extended service teams and partners, and collaborating with cross-functional stakeholders to deliver seamless support to key institutional accounts.

Responsibilities

• Oversee service operations for institutional and B2B customers such as retail chains, QSRs, beverage companies, food processing units, pharmaceutical and healthcare institutions.
• Ensure seamless execution of installation, commissioning, preventive maintenance, and corrective service activities for commercial refrigeration products.
• Drive adherence to Service Level Agreements (SLAs), AMC/CMC commitments, and customer-specific service requirements.
• Monitor key service metrics including turnaround time, equipment uptime, first-time resolution, repeat complaints, and escalation closure.
• Ensure optimal manpower deployment and service coverage based on customer concentration and business requirements.
• Manage institutional service delivery through extended service teams and authorized service partners.
• Align branch service teams and service partners to institutional service priorities and contractual commitments.
• Provide governance, direction, and functional guidance to ensure consistent service standards.
• Conduct periodic reviews of branch and partner performance for institutional accounts.
• Act as the key escalation point for major institutional customers.
• Proactively identify high-risk accounts and implement corrective actions.
• Conduct service review meetings and audits with customers to strengthen relationships and improve confidence in service delivery.
• Ensure timely resolution of critical customer concerns and escalations.
• Ensure availability of critical spare parts through coordination with branches, warehouses, and supply chain teams.
• Monitor warranty claims, spare consumption, and product failure trends.
• Drive cost optimization while maintaining service responsiveness and customer commitments.
• Drive capability enhancement programs for branch teams and service partners through structured technical training and workshops.
• Ensure compliance with safety requirements, statutory regulations, EHS standards, and company service processes.
• Conduct quality audits and monitor adherence to service excellence standards.
• Collaborate closely with Sales, Key Account Management, Projects, Supply Chain, Finance, and Central Service teams.
• Support institutional business opportunities through service feasibility assessments, coverage planning, and contract discussions.
• Provide service insights and recommendations to enhance customer experience and operational effectiveness.
• Track, analyze, and publish service performance MIS reports.
• Present service performance, customer insights, risks, and improvement plans to leadership teams.
• Drive continuous process improvement initiatives and adoption of digital service tools and systems.
• Individual Contributor with functional responsibility for extended service teams and service partners across the assigned region.