Counter Manager - Customer Service

Company Description

Elanpro has been a leader in commercial refrigeration solutions since 2009, serving industries such as hospitality, retail, pharma, restaurants, and cafs. The company offers a wide range of high-quality and energy-efficient products, including display freezers, chest freezers, ice machines, cold rooms, and medical refrigeration. With a strong commitment to innovation and customer satisfaction, Elanpro provides tailored solutions that prioritize sustainability and performance. Trusted by businesses across India, Elanpro is dedicated to keeping products fresh and ensuring seamless operations.

Role Description

• Elanpro is looking for a seasonedAll India Service Headto lead and scale its nationwide service operations. Given Elanprospan-India footprint, diverse product portfolio, and relatively low but specialized service call volumes, this role demands a leader who has successfully operated insimilar business environmentsand can drive outcomes with agility, ownership, and execution excellence.
• The ideal candidate will bring deep expertise inafter-sales service operations, strong OEM and key account exposure, and proven capability to build efficient service networks across India.

Key Responsibilities

• Leadend-to-end national service operationscovering:
• After-sales service & customer support
• Warranty & out-of-warranty management
• Installations & commissioning
• Call center operations
• Field service engineering
• Spares planning, logistics & inventory control
• Driveservice revenue growththrough:
• Spares sales
• AMC / out-of-warranty business
• Service commercialization initiatives
• Build, appoint, and manageService Franchisees / Authorized Service Partnersacross regions.
• Manage and growKey Accountsand OEM relationships, ensuring SLA adherence and customer satisfaction.
• Develop and executeservice strategyaligned with business goals, focusing on efficiency, cost control, and scalability.
• Lead and mentor anational team of 20+ members, including regional heads, managers, and partners.
• Ownservice P&L, including budgeting, cost optimization, and profitability improvement.
• Implement and optimizesystems & processes(CRM, ERP, service management tools).
• Ensure high standards ofservice quality, compliance, and customer experienceacross India.

Experience:

• Mandatory background inCommercial Refrigeration or closely related industries (Cooling, Appliances, Consumer Durables, HVAC, etc.).
• Experience:
• Minimum15 years of total experience in service operations
• At least5 years in aNational Head or Regional Head role
• Service Scope Exposure:
• Strong hands-on experience across after-sales, warranty, installations, call centers, field service, spares, key account management, and franchisee-led service models.

Leadership Experience:

• Proven experience managinglarge, multi-location teams and external partners.
• Geographic Exposure:
• Prior responsibility forRegional or Pan-India service operations .
• OEM & Channel Exposure:
• Experience working closely with OEMs, channel partners, and enterprise/key accounts.
• Systems & Tools:
• Familiarity with ERP/CRM/service management systems (SAP, Salesforce, ServiceMax, or equivalent preferred).
• P&L Ownership:
• Strong financial acumen withclear service P&L responsibility .

What will make you successful at Elanpro ?

• Experience in organizations withlow service call volumes but a wide and diverse product portfolio .
• Ability toget things done handson, execution focused leadership rather than only strategic oversight.
• Strong stakeholder management skills with internal teams, partners, and customers.
• Entrepreneurial mindset with the ability to build scalable service models across India.

Why Join Elanpro?

• Opportunity to lead and shapenational service strategy for a fast-growing, pan-India brand.
• High visibility role with direct impact oncustomer experience and revenue growth .
• Empowered leadership environment with scope to build systems, teams, and networks.

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