Manager Institutional Service CR

Job description

Institutional Customer Service Management -    Oversee service operations across West Bengal, Odisha, Bihar, Jharkhand, Assam and other North-Eastern states for institutional and B2B customers such as retail chains, QSRs, beverage companies, food processing units, pharma and healthcare institutions. -    Ensure seamless execution of installation, commissioning, preventive maintenance, and corrective service for commercial refrigeration products. -    Drive compliance to Service Level Agreements (SLAs), AMC/CMC contracts, and customer-specific service norms. -    Ensure optimal coverage, manpower deployment, and response capability in line with institutional customer concentration. -    Monitor key service metrics such as TAT, uptime, first-time resolution, repeat complaints, and escalation closure. Extended Service Team & Branch Coordination -    Manage institutional service delivery through extended service teams located in multiple branches across East India. -    Align branch service teams and authorized service partners to institutional service priorities and contractual commitments. -    Provide functional guidance, direction, and governance to ensure uniform service standards across the region. -    Review service performance of each branch and partner on a periodic basis pertaining to B2B clients. Customer Escalation & Relationship Management -    Serve as the regional escalation point for key institutional accounts. -    Proactively track high-risk accounts and implement corrective actions to prevent escalations. -    Conduct service review meetings and audits with institutional customers to strengthen relationships and service confidence. Spare Parts & Warranty Governance -    Ensure availability of critical spares through coordination with branches, warehouses, and central SCM teams. -    Monitor spare consumption, warranty claims, and failure trends for institutional installations. -    Drive cost optimization without compromising service responsiveness and customer commitments. Capability Building & Compliance -    Enable continuous skill enhancement of branch and partner technicians through structured training, product updates, and technical workshops. -    Ensure strict adherence to safety, statutory, EHS, and company service processes across all service locations. -    Conduct quality audits of extended service teams and partners. Cross-Functional Collaboration -    Work closely with Sales, Key Account Management, Projects, Supply Chain, Finance, and Central Service Teams. -    Support pre-sales activities for institutional opportunities including service feasibility, coverage planning, and contract discussions. MIS, Reviews & Governance -    Track and publish regional MIS on institutional service performance. -    Present service insights, risks, and improvement actions to regional and national leadership. Drive continuous service process improvements and digital adoption initiatives.