Prem Kumar Srikataiah
Senior Manager
Hi Face Society, Pimple Saudagar, Pune,Maharashtra
Summary
Senior Manager leading service operations for heavy earthmoving equipment, commercial vehicles, and buses support. Drives customer follow-up, technical troubleshooting, warranty resolution, and service revenue tracking while coaching teams on response time, first-time fix rate, uptime, and satisfaction. Coordinates inventory and technical training to keep field support consistent and customer issues moving to closure.
Overview
1
1
Language
27
27
years of professional experience
Work History
Senior Manager
ZF India Pvt Ltd.,
Pune, Maharashtra
11.2015 - Current
- Coordinate service operations management activities to support consistent delivery performance.
- Manage customer relationships through ongoing engagement and service follow-up activities.
- Provided prompt customer service responses for inquiries and equipment breakdowns.
- Monitor service KPIs: response time, first-time fix rate, equipment uptime, customer satisfaction.
- Provide technical support through detailed troubleshooting and accurate issue resolution.
- Support service revenue tracking and business development activity for sustained growth potential.
- Lead team leadership and development activities, coaching performance and growth.
- Monitor inventory levels for critical service components to prevent shortages.
- Conduct technical and safety training programs for assigned teams consistently.
- Coordinated and allocated resources to support service team.
- Coordinate service operations to maintain consistent response quality across customer support activities.
- Manage customer follow-up activities to strengthen communication and support timely issue closure.
- Support resource planning to align technician availability with service demand and urgent breakdowns.
- Track service revenue activity to support business development discussions and ongoing reporting.
Manager
ZF India Pvt Ltd.,
Bengaluru, Karnataka
11.2010 - 12.2015
- Support product issues while balancing troubleshooting, inspections and evaluations, and maintenance repair coordination.
- Resolve customer complaints through prompt troubleshooting and practical solution options.
- Set performance and service goals, then define clear accountability standards for associates.
- Schedule and meet with clients and prospective clients to support service relationships and follow-up needs.
- Onboard new employees and monitor ongoing performance assessments for current staff.
- Deliver ZF product training to internal teams and external customers.
- Monitor compliance issues and maintain required standards and regulatory alignment across daily operations.
Assistant Manager
Sany Heavy Industries Pvt. Ltd.,
Bengaluru, Karnataka
07.2008 - 10.2010
- Provided technical and warranty support on products like Concert pumps, Cranes to drive customer satisfaction outcomes.
- Address customer complaints by delivering suitable solutions and consider alternatives promptly.
- Delivered ZF product training to internal teams and external customers. Supported day-to-day product operations for internal teams. Troubleshot ZF product issues for internal teams and external customers.
- Maintained work records and tracked service dates for suppliers. Processed supplier invoices to resolve billing problems promptly. Updated records to support accurate service date verification.
- Handled warranty claims, including investigation of warranty issues and resolutions
Assistant Manager
Aquarius Engineers Pvt. Ltd,
Bengaluru, Karnataka
11.2007 - 06.2008
- Provide first-level technical support for customer troubleshooting and issue resolution on concrete pumps, boom pumps.
- Maintained work records and tracked service dates for suppliers. Processed supplier invoices to resolve billing problems promptly. Updated records to support accurate service date verification.
- Developed sales and after-sales processes for spares parts realization activities.
- Interacted with customers in-person and telephonically, resolving queries consistently.
- Provided hands-on training for newly appointed service engineers on procedures.
- Handled warranty claims, including investigation of warranty issues and resolutions.
- Interacted with customers in-person and telephonically regarding product and service queries.
- Assist with client consultations and product capability demonstrations supporting sales efforts.
- Handled warranty claim investigations and documented findings to support timely issue resolution and service follow-up.
- Interacted with customers in person and by phone to answer product questions and service-related concerns.
- Supported spares realization activities by developing practical sales and after-sales processes for ongoing service work.
Assistant Manager - Maintenance
South India Paper Mills Pvt. Ltd,
Mysore, Karnataka
02.2006 - 10.2007
- Monitor recurring equipment failures of JCB Loader, XCMG loaders, Bobcat machines and track corrective activities completion.
- Maintain accurate service documentation and comprehensive operational records consistently.
- Coordinate parts and inventory activities to support accurate stock availability.
- Support commissioning activities and major project installations when required as needed.
- Monitored equipment conditions and documented recurring issues for timely corrective action.
- Maintained accurate service records and operational logs for maintenance activity review.
- Coordinated parts availability and inventory checks to support ongoing repair work.
- Supported commissioning activities and equipment installations during project rollouts.
- Performed inspections and evaluations to identify wear, faults, and service needs.
- Reviewed maintenance priorities with technical staff to keep urgent repairs moving efficiently.
- Coordinated corrective actions with technicians to resolve recurring mechanical issues.
Senior Engineer
Taurus Earth Movers Pvt. Ltd,
Bengaluru, Karnataka
08.1999 - 01.2006
- Attending complaint of JCB Earthmoving machineries like Backhoe loaders, Front end loaders, graders, excavators and providing resolution for product performance.
- Maintained service records and logged supplier invoices to support accurate billing and timely follow-up.
- Handled customer queries in person and by phone, providing clear support and prompt issue resolution.
- Developed spare parts sales support and after-sales realization to strengthen service revenue tracking.
- Trained newly appointed service engineers on service procedures and tools to support faster onboarding.
- Managed warranty claims, resolved recurring warranty issues, and joined client demonstrations to support product sales.
Education
Bachelor of Engineering - Mechanical
Sri Jayachamarajendra College of Engineering
Mysuru01-1998
Skills
Technical troubleshooting
Database management
Inspections and evaluations
MS Office
Navision
Operations management
Process improvement
Service revenue tracking
Performance monitoring
Maintenance and repair management
Team management
Customer service management
Employee training
Conflict resolution
Customer satisfaction
Warranty claims
Timeline
Senior Manager
ZF India Pvt Ltd.,
11.2015 - Current
Manager
ZF India Pvt Ltd.,
11.2010 - 12.2015
Assistant Manager
Sany Heavy Industries Pvt. Ltd.,
07.2008 - 10.2010
Assistant Manager
Aquarius Engineers Pvt. Ltd,
11.2007 - 06.2008
Assistant Manager - Maintenance
South India Paper Mills Pvt. Ltd,
02.2006 - 10.2007
Senior Engineer
Taurus Earth Movers Pvt. Ltd,
08.1999 - 01.2006
Bachelor of Engineering - Mechanical
Sri Jayachamarajendra College of Engineering