Praveen Kakarla

1.Customer Support / Operations Management:

• Management of the customer service excellence by continuously developing steps to get the user complaints logged and worked on for service delivery. Tools for management: SAP & Salesforce / Service Max.
• Drive the processes of Technical Assistance Center (TAC) to record the voice of customers and assisted remote support for diagnosing any event of malfunction with closures.
• Maintaining the high repair quality standards - Inhouse repair (Service Center) of equipment's to deliver the best quality maintenance and performance.
• Collaboration with stakeholders to report gaps and develop strategies for scope of Improvement in existing processes.
• Ensuring reporting to stakeholders eg. Quality Management and SMEs on product failures for a solution.

2.Service Escalation Management & Strategy:

• Forecasting of spare parts and collaborate with local and global demand planners for ensuring the right inventory with proportionate cost optimization.
• Working with global experts on right trainings and knowledge management to the field service engineers.
• Resource planning – Manpower allocation,Tools, and Knowledge Management for FSEs.
• Ensuring the right service deliveries by distributors assigned for servicing as per organizational standards.

2. Technical Metrics Evaluation/Reporting for Improvement:

• Timely evaluation of customer satisfaction survey / feedbacks and plan the activities for improvement of scores in the region.
• To drive the timely completion of the assigned Preventive Maintenances, Installation, Breakdown calls in form of Work Order closure in Sales Force/ Service Max and evaluation of key technical metrics (TAT, Mean Time to Repair, Response Time) , reporting back on the performance metrics to each business units.
• Developing strategies to provide timely solutions to customers.

3. Revenue Generation - Commercials:

• Monitoring the timely submission of the service quotations as per schedules and conversion of service opportunities to sales numbers.
• Ensuring growth in Capture Rate, Penetration Ratio,Win Back for equipment's to be in service entitlement.
• Developing strategies for improving the capture rate , monitoring the install base regularly across all business units and support the team at field for closures.
• Responsible for accounting all kind of service revenue (e.g. contracts, extended warranty)
• Process automation to reach end users, HCPs, Distributors for building the right opportunity pipeline using SFDC.
• Increase the contract penetration by laying out the SLAs by framing the terms and conditions for service contracts.
• Spare parts selling opportunities.

4. Profit & Loss (PnL) Evaluation:

• Working with business units to analyze the funding,expenses and investments and leading to a profitable growth position.
• Reporting and working on the financials of service management. Monitoring the overall OI for the function.

5. Team Management and Development:

• Regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
• Building cross functional allegiances to provide workflow solutions for distributor partners and direct customers.
• Organizing Monthly/Quarterly KPI Reviews to maintain/improve the performance investment.
• Process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.

• Satisfying the customer on and off site in terms of better and prompt services and support to lead a safe and Error free Environment to carry on the Clinical Procedures.
• Responsible for service revenue generation through AMC/CMC, Repair/spares.
• Lead a team of Engineers to enforce the right practices in terms of Post sales Installations, Demonstrations, Clinical Support and with managing the service calls as will be registered for support in Repair and Spares.
• Promote right and reliable spares with support of Quality team to end customers and keeping the flow of Revenue in sales of spares.
• Promote service activities such as trainings, updating on technology betterment and holding few Interactive sessions to add a value to better understand the needs of the customer.
• Ensuring all quality procedures/checks to be maintained while working.
• Monitoring the Periodic Preventive Check Visits for satisfactory functionality of Equipment's.
• Maintaining the feedback plans and Document those with records, and ensuring right support and care as requested upon decisions and meeting with in inter team and other Associates.
• Managing and cost to Organization as received as a target by right adaption of flow of works to the team and motivating them the same.
• Coordinating with team and ensuring smooth running of department.

· Installation and after sales technical support like Preventive Maintenances, break down maintenance for products as being distributed.

· Service revenue generation.