Manager Institutional Service CR

POSITION/ ROLE

Manager Institutional Service CR

LOCATION

Kolkata

DEPTT/ DIVISION

UPBG CR / Institutional Service

GRADE

Manager

EDUCATION

Bachelor’s degree in Mechanical / Electrical / Refrigeration / Electronics Engineering

EXPERIENCE (Years)

10+ years of experience in after-sales service within Commercial Refrigeration / HVAC / Consumer Durables / Industrial Equipment

ROLE

Job Overview - The Manager – Institutional Service (East India) will be responsible for driving superior after-sales service delivery for institutional customers in the Commercial Ref. segment, including Deep Freezers, Visi Coolers, Storage & Display Refrigeration products. The role will operate through an extended service ecosystem, comprising branch service teams and authorized service partners across East India, ensuring high equipment uptime, SLA adherence, and consistent service quality for large institutional and key account customers.

Roles & Responsibilities

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.
  
  

Essential Attributes

Institutional customer and SLA-driven service management

Extended team and service partner governance

Data-driven decision making and performance tracking

Stakeholder management across geographies

DESIRED ATTRIBUTES

• technical understanding of commercial refrigeration systems
• collaboration skills
• High ownership, resilience, and customer-first mindset
  
  

OPERATIONAL REPORTING

Head – Institutional Service CR, Mumbai

FUNCTIONAL REPORTING

Head – Institutional Service CR, Mumbai