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 c

📌 Manager Institutional Service CR (Mumbai)
🏢 Voltas Limited - A TATA Enterprise
📍 Mumbai