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.

📌 Manager Institutional Service CR (Mumbai)
🏢 Voltas
📍 Mumbai