K Mathivanan

• Responsible for leading the Project Planning, Installation, Commissioning, and After-Sales Service functions for the Cold Storage Division across India.
• Key Responsibilities:
• Lead end-to-end project planning, execution, installation, and commissioning of cold storage projects, RACK systems across India, ensuring timely and quality delivery.
• Manage a nationwide team comprising Regional Managers, Delivery Heads, and Frontline Service Engineers to achieve project milestones and operational excellence.
• Ensure successful installation and commissioning of modular cold rooms through the company's sales and service channel partners.
• Drive after-sales service operations, including warranty support and Annual Maintenance Contract (AMC) services, to ensure high customer satisfaction.
• Coordinate with factory teams and OEMs to resolve manufacturing, technical, and product-related issues efficiently.
• Provide technical support to the sales team during project bidding, solution design, and quotation preparation to improve business conversion.
• Develop, train, and strengthen channel partners on product installation, commissioning, troubleshooting, and service best practices.
• Monitor project progress, service performance, and resource utilization to ensure adherence to quality, safety, cost, and timeline objectives.
• Foster strong collaboration among sales, factory, service, and channel partner teams to deliver seamless project execution and superior customer experience.
• Drive continuous process improvements to enhance project delivery efficiency, service quality, and customer satisfaction across the Cold Storage Division.

Business Operations

• Headed the Commercial Refrigeration Service Division with complete ownership of the Service delivery & P&L.
• Leading business operations and service delivery across India. Managed an annual business portfolio of 100 Crore, comprising Annual Maintenance Contracts (AMC), Retrofitting, Retail Spares, Traditional Spares, Repair Services, and Field Service Operations.
• Led a geographically dispersed team of 40+ professionals, including Regional Managers, Branch Managers, Service Delivery Heads, and Frontline Service Engineers.
• Key responsibilities and achievements include:
• Owned the end-to-end Service P&L for the Commercial Refrigeration Business across India.
• Managed a 100 Crore service business with responsibility for revenue growth, profitability, budgeting, forecasting, and business performance.
• Directed nationwide service delivery for the complete Commercial Refrigeration service division , including refrigeration equipment and cold room solutions, ensuring adherence to turnaround time (TAT) commitments and service quality standards.
• Drove customer experience initiatives that improved service responsiveness, operational efficiency, and overall customer satisfaction.
• Accountable for achieving annual business targets across AMC, spares, retrofitting, repairs, and service operations.
• Developed and expanded the service channel network by appointing new service partners, strengthening dealer capabilities, and increasing service reach across strategic markets.
• Led capability-building initiatives for channel partners, including Sales & Service Dealers, Associates, and Service Franchisees, through structured training and technical development programs.
• Strengthened field service capability by enhancing technician competency, implementing service standards, and driving continuous performance improvement.
• Collaborated closely with Sales, Operations, Supply Chain, Product Management, and Key Customers to deliver business objectives and improve operational performance.

• Led the Southern Region Service Operations for the Air Conditioning & Refrigeration Products Division, with complete responsibility for regional service delivery, business performance, customer satisfaction, and Service P&L.
• Managed a service business worth 45 Crore through Annual Maintenance Contracts (AMC), Revamp Projects, and Spare Parts Sales while leading a high-performing team across multiple states.
• Managed a team of 35 + professionals, including Branch Managers, Service Delivery Heads, and Frontline Service Engineers, driving operational excellence and business growth across the region.
• Key Responsibilities & Achievements
• Managed end-to-end service operations for the Southern Region, ensuring consistent achievement of organizational Response Time (RT) and Turnaround Time (TAT) service level agreements.
• Owned the regional Service P&L, driving revenue growth, profitability, cost optimization, and overall business performance.
• Successfully managed a 45 Crore service business comprising AMC, revamp projects, and spare parts sales.
• Ensured timely installation and commissioning of air conditioning and refrigeration products in line with organizational service standards and customer commitments.
• Planned and expanded the service franchise network based on sales forecasts, machine population, and market potential to strengthen service coverage.
• Developed and strengthened service franchise partners through structured capability-building initiatives, enabling them to efficiently manage increasing service demand and call volumes.
• Led customer satisfaction improvement initiatives by enhancing service quality, reducing turnaround times, and ensuring timely issue resolution.
• Mentored and developed Branch Managers and service leadership teams, creating a strong succession pipeline and improving overall team performance.
• Designed and implemented regular technical and service excellence training programs for channel partners and service technicians to meet evolving market and product requirements.
• Worked closely with Sales, Operations, and Supply Chain teams to improve installation efficiency, service responsiveness, and aftermarket business growth.
• Drove continuous process improvements, operational efficiency, and service productivity while maintaining high standards of customer experience across the Southern Region.

• Managed the Tamil Nadu Service Operations for the Air Conditioning, Telecommunication Cooling, and Refrigeration Business, with end-to-end responsibility for service delivery, business performance, customer satisfaction, and Branch P&L. Led a team of 15 service professionals, including Service Delivery Head and Frontline Service Engineers, while driving operational excellence and profitable business growth.
• Key Responsibilities & Achievements
• Managed the overall Branch P&L, ensuring achievement of revenue, profitability, and operational performance targets.
• Led end-to-end service delivery operations across Tamil Nadu, consistently meeting organizational Response Time (RT) and Turnaround Time (TAT) service level commitments.
• Directed installation, preventive maintenance, breakdown support, and repair services for Air Conditioning, Telecom Cooling, and Refrigeration products.
• Planned and executed service network expansion by appointing and developing service franchise partners based on sales forecasts, installed machine population, and future business potential.
• Managed and mentored a team of 15 members, including Service Delivery Heads and Frontline Engineers, driving high levels of productivity, technical capability, and customer focus.
• Improved customer satisfaction through effective service planning, timely issue resolution, and adherence to quality standards.
• Collaborated closely with Sales, Channel Partners, and Key Customers to support business growth and strengthen customer relationships.
• Conducted regular performance reviews, technical training, and capability development programs to build a high-performing service organization.

• Managed the Central Plant Service Division with responsibility for end-to-end service delivery and business operations for chiller plant division. Led service execution for a diverse customer base while driving aftermarket business growth through Annual Maintenance Contracts (AMC), retrofitting projects, and spare parts sales.
• Key Responsibilities & Achievements
• Managed end-to-end service operations for chiller plants, ensuring high service quality and operational reliability across customers.
• Led preventive and corrective maintenance activities, ensuring timely resolution of service complaints and adherence to organizational service level agreements (SLAs).
• Improved customer satisfaction by reducing complaint resolution time, enhancing service responsiveness, and maintaining high equipment uptime.
• Managed the branch's aftermarket business, including Annual Maintenance Contracts (AMC), Chiller Plant Retrofitting Projects, and Spare Parts Sales.
• Identified business opportunities within the installed customer base to increase service revenue through contract renewals, modernization projects, and spare parts sales.
• Coordinated with customers, service engineers, vendors, and internal cross-functional teams to ensure seamless execution of maintenance and retrofit projects.
• Planned and optimized manpower and resource allocation to improve service efficiency, productivity, and cost control.
• Monitored key performance indicators, including response time, turnaround time, equipment uptime, and customer satisfaction, to drive continuous operational improvement.

• Provided Technical Support function for Cold Rooms, VRF Systems, commercial Air Conditioners, and Refrigeration Products.
• Supporting field operations, driving issue resolution and customer satisfaction across India.
• Key Responsibilities & Achievements
• Providing technical guidance and expertise to regional service and operations teams.
• Delivered technical support for Cold Rooms, VRF, Packaged, Ductable Air Conditioning, and Refrigeration products through their lifecycle.
• Supported field teams in diagnosing and resolving complex technical issues at customer sites, ensuring minimal equipment downtime and improved customer satisfaction.
• Acted as the primary liaison between field operations and factory engineering teams to expedite resolution of critical product and system issues.
• Coordinated with OEMs, vendors, and suppliers to ensure timely availability of critical spare parts required for field service and repairs.
• Established effective collaboration among field engineers, factory teams, and vendors to ensure timely closure of technical escalations.
• Provided technical mentoring and troubleshooting support to service engineers, enhancing first-fix rates and overall technical competency.
• Monitored recurring technical issues, identified root causes, and worked with product engineering teams to implement long-term corrective and preventive actions.
• Contributed to continuous improvement initiatives by providing field feedback to product development and engineering teams, helping improve product quality, reliability, and serviceability.

• Managed Retrofit Sales for the Precision Air Conditioning Business across Karnataka and Kerala, with responsibility for driving modernization opportunities, customer engagement, and revenue growth within the installed customer base.
• Key Responsibilities & Achievements
• Managed retrofit sales operations for Precision Air Conditioning solutions across Karnataka and Kerala.
• Identified and developed retrofit opportunities within the existing customer base, driving aftermarket business growth and increasing equipment lifecycle value.
• Built and maintained strong relationships with key customers, consultants, and channel partners to generate sustainable business opportunities.

• Headed the Service Operations for the United Andhra Pradesh region, with end-to-end responsibility for service delivery, channel management, and business operations across the residential air Conditioning, Cold Room, and Refrigeration product portfolio.
• Key Responsibilities & Achievements
• Managed end-to-end service delivery for residential Air Conditioners, Cold Rooms, and Refrigeration products across the United Andhra Pradesh region.
• Ensured achievement of organizational service level agreements (SLAs), including Response Time (RT), Turnaround Time (TAT), and service quality standards.
• Led branch business operations with accountability for service performance, customer satisfaction, and revenue generation through aftermarket services.
• Developed, managed, and strengthened the service channel network to ensure effective market coverage and superior customer support..

• Managed service operations for Cold Room and Refrigeration products, with responsibility for installation, service delivery, and aftermarket business development.
• Led customer support initiatives while driving service revenue through Annual Maintenance Contracts (AMC) and Cold Room revamp projects.
• Key Responsibilities & Achievements
• Managed end-to-end installation and commissioning of Cold Room projects, ensuring adherence to quality standards, project timelines, and customer requirements.
• Led service delivery activities for Cold Rooms, Deep Freezers, Ice Cube Machines, and Residential Air Conditioners, ensuring service quality and customer satisfaction.
• Ensured timely execution of preventive maintenance, breakdown services, and complaint resolution in line with organizational service level agreements (SLAs).
• Managed the Cold Room revamp business, identifying modernization opportunities and delivering customized upgrade solutions for customers.
• Drove aftermarket business growth through Annual Maintenance Contracts (AMC), Cold Room revamp projects, and value-added service offerings.