Done UAT testing for Field Tracking MObile Application
Rahul Khetal
Field Operations Manager & Technical Specialist
Dombivli
Summary
Experienced ATM Operations & Technical Services Leader with 16+ years in managing ATM/CRM field operations, team leadership, and escalations. Specialized in supporting OEM & Non-OEM terminals across public/private banks. Adept in optimizing team performance, handling escalations, and ensuring SLA compliance through strategic management.
Overview
17
17
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Manager- Rest Of Maharashtra
CMS Info Systems Ltd.
03.2025 - Current
- Managing service operations for over 7,000 ATMs, CRMs, PBK kiosks, and RMS models.
- Leading 48 field engineers and overseeing SLM calls, rollouts, and escalations.
- Managing documentation submission from time to time with the customer, along with the invoice, and following up on payment.
- Making a meeting with customers for invoice clearance.
- Ensuring that we maintain TAT as per the bank's SLA.
- Providing timely support across private, public, and cooperative banks, ensuring customer satisfaction.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Ensuring spare management and availability to support within the time frame.
- Managing the logistics partner to maintain the reverse pickup cycle within the designated TAT.
- Handling the local TRC to ensure the regular spare parts availability to support within the region.
- Monitored expenses and time usage to maximize effectiveness.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Regional Manager - West India
Hitachi Payment Services Pvt. Ltd.
03.2015 - 03.2025
- Managed service operations for over 7,000 Hitachi CRMs with the aid of 120 field engineers, 4 state managers, and over 1,000 supported machines through service partners across the West India region.
- Leading over 120 field engineers and overseeing SLM calls, rollouts, and escalations.
- Providing timely support across private, public, and cooperative banks, ensuring customer satisfaction.
- Expanded regional presence by researching potential markets, developing strategic partnerships, and opening new locations.
- Maintained TAT to submit commercial documents within the time frame.
- Streamlined territory management processes through the implementation of efficient organizational systems and tools.
- Monitored expenses and time usage to maximize effectiveness.
- Reduced operational costs through the implementation of appropriate cost-saving measures without compromising service quality or customer satisfaction levels.
- Boosted customer satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Evaluated production levels, quality standards, and maintenance actions to identify and address operational problems and maintain targets.
- Worked with vendors and suppliers to support timely delivery of products and services.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Assistant Territory Manager
Prizm Payment Services Pvt. Ltd.
03.2011 - 03.2015
- Led a team of 18 engineers, managing installation, PM, and escalation support.
- Delivered support for NCR, Diebold, and Wincor machines, including HSBC terminals.
- Managed compliance documents: PM sheets, FCRs, and installation reports.
- Coordinated closely with supply chain partners to ensure timely delivery of products while minimizing inventory holding costs where possible.
- Built long-lasting relationships with key decision-makers, fostering trust and loyalty among existing customers while attracting new business opportunities.
- Enhanced team performance by providing coaching, mentoring, and training to junior sales representatives.
- Documented time, calls, and results, and submitted reports.
Sr. Customer Support Engineer
Cash Link Global Services Pvt. Ltd.
09.2010 - 03.2011
- Resolved escalated NCR, Diebold, and Wincor ATM issues across major clients.
- Mentored junior engineers through on-site and telephonic support.
- Managed customer escalations single-handedly and provided quick resolutions to all customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
- Increased first-call resolution rates through continuous training and process improvement initiatives.
- Maintained up-to-date technical knowledge through ongoing professional development and training opportunities.
- Reduced ticket resolution time by creating comprehensive documentation of common issues and resolutions.
Customer Service Engineer
Prizm Payment Services Pvt. Ltd.
04.2008 - 08.2010
- Maintained 200+ ATMs across South Mumbai.
- Handled network configuration, installation, and switch-level troubleshooting.
- Tried to maintain close relationship with bankers/ CRAs team to avoid machine down time.
- Always try to complete task on or before deadlines.
Education
Bachelor of Arts - History
Kalinga University
Raipur 04.2001 -
Bachelor of Arts - Arts
Kirti College
Mumbai, India 04.2001 -
No Degree - SSC
Kolhapur Board
Kolhapur, India 04.2001 -
Skills
Operations management
Certifications And Technical Skills
- Hardware & Networking - Jetking Infotrain, Mumbai
- MS Office (Pivot Tables, Excel, VLOOKUP, Dashboards)
Software
Done UAT Testing on Claud Base SOftware Connect Application
Done UAT on Error Code Identification Application
Certification
Best Inspiration Global Award
Interests
Testing and Surfing
Timeline
Manager- Rest Of Maharashtra
CMS Info Systems Ltd.
03.2025 - Current
Best Inspiration Global Award
03-2023
Best Performer
03-2023
Most Valuable Performer
08-2016
Regional Manager - West India
Hitachi Payment Services Pvt. Ltd.
03.2015 - 03.2025
Assistant Territory Manager
Prizm Payment Services Pvt. Ltd.
03.2011 - 03.2015
Sr. Customer Support Engineer
Cash Link Global Services Pvt. Ltd.
09.2010 - 03.2011
Customer Service Engineer
Prizm Payment Services Pvt. Ltd.
04.2008 - 08.2010
Bachelor of Arts - History
Kalinga University
04.2001 -
Bachelor of Arts - Arts
Kirti College
04.2001 -
No Degree - SSC
Kolhapur Board
04.2001 -
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