Jaya Venkata Satyanarayana
Bengaluru
Summary
Highly results-oriented and customer-focused Product Support professional with over 10 years of extensive field experience in service management within the mining, oil & gas, and construction equipment industry. Proven expertise in Product Problem Management, root cause analysis, warranty claims, and technical troubleshooting to minimize commercial impact and drive service excellence. Adept at monitoring product performance, analyzing Key Performance Indicators (KPIs), and coordinating with dealers, customers, and product groups to ensure optimal equipment operation and maximize customer satisfaction. Seeking to leverage strong technical acumen, communication, and coordination skills to contribute to Caterpillar Inc.'s product support objectives in the Middle East and India region.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical MRS Engineer
Epiroc Mining India Ltd
Hyderabad
07.2022 - Current
- Managed service operations and Product Problem Management for the assigned region, overseeing warranty claim investigations, technical problem-solving, and comprehensive customer support.
- Led root cause investigations for complex technical issues, identifying optimal solutions and communicating recommendations to dealers and customers, significantly minimizing commercial impact.
- Monitored and tracked the progress of service projects, collaborating with headquarters to ensure alignment and timely resolution.
- Provided technical assistance and guidance to dealers on day-to-day service operations, enhancing their efficiency and customer satisfaction.
- Evaluated dealer service performance and implemented strategies to improve service quality and adherence to customer needs.
- Coordinated with the Aftermarket Sales Team to optimize equipment uptime for end-users and drive revenue growth.
- Managed FMC contracts for 2 sites, generating an annual revenue of INR 3 crore, and maintained a Mean Time To Resolution (MTTR) of maximum 2 days for warranty failures.
- Conducted RCS-based troubleshooting on drill rigs, including the installation of updated models.
Customer Support Engineer
General Engineering Services - GENSERV, A Juma Al Majid Group
Muscat
02.2022 - 05.2022
- Spearheaded aftermarket business operations for Allison transmissions & Detroit Diesel engines, ensuring customer satisfaction and operational efficiency.
- Provided expert technical troubleshooting for Power Take-Offs, engine, and transmission integration, facilitating complete unit sales for heavy-duty trucks (Kenworth/International/Peterbilt) and oilfield pumping/fracturing units.
- Achieved significant success in fleet businesses and secured Annual Maintenance Contracts (AMCs) by offering competitive solutions.
- Managed the setup of a spin test bench for assembled units, demonstrating strong project execution capabilities.
- Coordinated with the workshop team for quotation generation and conducted thorough root cause analysis for transmission failures.
- Oversaw overhauling and maintenance activities for Allison warranty transmissions, ensuring compliance and quality.
- Performed advanced troubleshooting of CAN bus systems (J1939 protocol) and reprogramming of Transmission Control Modules (TCMs) using diagnostic tools.
Technical Advisor
Autocraft Trading LLC
Dubai
03.2019 - 02.2022
- Supervised all transmission-related jobs, including overhauling, spin testing, and commissioning at the equipment level.
- Secured AMCs for the transmission fleet, generating service revenue of 1 Lakh USD.
- Reduced inventory maintenance costs by 15% for required spare parts through effective management.
- Identified areas for improvement and developed corrective action plans to enhance operational efficiency.
- Successfully integrated new engines and transmissions with wiring harnesses based on specific customer requirements.
- Provided technical support and troubleshooting for CAN bus systems (J1939 protocol) and TCM reprogramming using diagnostic tools.
- Managed overhauling and maintenance activities for Allison warranty transmissions.
- Gained expertise in Clarke Torque converters and Twin disc marine gearboxes.
Assistant Manager
Avtec Ltd, CK Birla Group
Hosur
04.2018 - 03.2019
- Supervised warranty transmissions, providing comprehensive support in service, spare parts, monitoring, and overhauling.
- Managed Reconditioning (RECON) business and processed warranty orders through Oracle, ensuring efficient defective management and controlling aging stock.
- Worked extensively with Off-highway mining trucks/dumpers (Epiroc MT 65, BEML-BH 60M, BH35-2, SANY SRT 55D), aligning with desired field experience in mining machinery.
- Organized and conducted service trainings for customers and end-users on transmissions.
- Secured a RECON contract with M/s Beml for transmissions, generating revenue of 3 lakh USD.
- Analyzed parts and implemented preventative actions to control warranty costs, achieving a 20% reduction.
- Developed a loyal and highly satisfied customer base through proactive customer service strategies.
- Active team member in new product development for Avtec's 100-ton transmission for SANY SRT 95 series.
Sr Service Engineer
Avtec Ltd, CK Birla Group
Hosur
04.2016 - 03.2018
- Addressed field complaints for transmissions, providing solutions and input to product development to eradicate failures.
- Monitored and improved maintenance processes and personnel performance, enhancing efficiency levels.
- Generated revenue of approximately 1 million INR through training services and on-site transmission overhauling.
- Ensured timely reconditioning of transmissions to prevent major failures and extend longevity.
- Contributed to the development of Avtec's indigenization of TCM/ECU, Shifter & Harnesses (HATS project).
Govt Act Apprentice
Avtec Ltd, CK Birla Group
Hosur
02.2015 - 03.2016
- Gained foundational knowledge in quality assurance and service operations, including basic functions, overhauling, and troubleshooting of transmissions.
- Managed end-to-end execution of warranty repairs for transmissions.
Trainee Engineer
MECKON
Bengaluru
06.2014 - 10.2014
- Trained in using precision measuring devices (Vernier calipers, micrometer, air gauge, height gauge) and inspection of components.
- Developed knowledge in reading drawing measurements, GD&T, and basic CNC turning machine operations.
Education
Bachelor of Technology - Mechanical Engineering
Pragna Bharath Institute of Technology
Hyderabad, India06.2014
Skills
- Product Support & Problem Management: Product Problem Management, Root Cause Analysis, Troubleshooting, Warranty Claims Processing, Field Technical Assistance, Performance Monitoring, Site Performance Management (SPM) Coordination, Total Cost of Ownership (TCO) Optimization
- Customer & Dealer Relations: Customer Focus, Service Excellence, Relationship Management, Dealership Management, Technical Consulting, Customer Support, Training Leadership
- Technical Operations: Maintenance and Repair Management, Technical Operations Management, Service Performance Evaluation, Diagnostic Tools (CAN bus, J1939, DDDL Diagnostics), System Integration, New Product Development Support
- Communication & Leadership: Effective Communication, Interpersonal Skills, Coordination, Team Leadership, Reporting, Presentation
Certification
- Certified in Allison transmission distributor parts training (Extranet, DOC & Reprogramming of TCM).
- Certified Sales Consultant of Allison transmissions & its products.
- Certified in 3000/4000/5000/6000/8000/9000 series - Overhauling & Maintenance.
- Completed SL1 & SL2 certifications in M/s Epiroc Mining.
- Completed training in SmartROC machines.
Languages
English, Hindi, Telugu, Kannada, Tamil
Technical Expertise & Equipment Knowledge
- Global Equipment: Extensive experience with Off-Highway & On-Highway equipment, including Dump trucks, Water sprinklers, Wheel dozers, Underground mine trucks, Loaders, Reach stackers, Forklifts, Mud pumps, Fracturing skid mounted units, Cementing units, Surface drills, Blast hole drills & Exploration rigs.
- Epiroc Products: AirROC - D35/D45/T25; Flexi/SmartROC-D 50/D 60, T45; IBH-10; IDM-45/70E; CS-14.
- Transmission Models: Allison transmissions (ON highway & Oil field series TT/TRT-2221/1000/2000/3000/4000/5000/6000/8000/9000/HT 750/CLT 754/ADCC/AFCC/ADBC/CRT 5633/CT 100 series), Eaton, Clarke, Twin Disc Marine gearboxes.
- Engine Knowledge: Basic knowledge of Detroit Diesel engines (6V/8V/16V 71 & 92 series, 60 series), CAT C15, 3406 engines.
Passport Details
Valid Indian passport with validity till 07-December-2026
Timeline
Technical MRS Engineer
Epiroc Mining India Ltd
07.2022 - Current
Customer Support Engineer
General Engineering Services - GENSERV, A Juma Al Majid Group
02.2022 - 05.2022
Technical Advisor
Autocraft Trading LLC
03.2019 - 02.2022
Assistant Manager
Avtec Ltd, CK Birla Group
04.2018 - 03.2019
Sr Service Engineer
Avtec Ltd, CK Birla Group
04.2016 - 03.2018
Govt Act Apprentice
Avtec Ltd, CK Birla Group
02.2015 - 03.2016
Trainee Engineer
MECKON
06.2014 - 10.2014
Bachelor of Technology - Mechanical Engineering
Pragna Bharath Institute of Technology
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