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Technical training · Service excellence · ITIL Foundation Certified · Repair quality · Repair training

Neppali Sreenivasa Rao

Building field capability.Improving repair quality.

A technical/product training and service-excellence leader with 24+ years of experience building technician capability, repair-quality governance and scalable after-sales operations. Hands-on expertise spans repair, installation and demo training across TV, soundbar/audio, projector, Interactive Flat Panel Display (IFPD), air conditioner, washing machine, refrigerator and mobile categories.

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Available to join immediatelyBengaluru, India
Neppali Sreenivasa Rao in a navy business suit
24+ yearsTechnical service · Field capability leadership
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Srinivas NeppaliTechnical Service Leadership
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ExperienceRepair QualityLeadershipRole Fit
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How did Srini improve repair quality?

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Connecting field evidence, RCA and targeted capability interventions…

Measured outcome

RR ~14% → ~9% · RPD ~8% → <2%

Career impact

Scale, quality and capability—connected.

I translate technical knowledge into field behavior, and field data into practical learning interventions that improve repair outcomes and customer experience.

24+
years across technical service and leadership
5,000+
service-technician ecosystem supported
7,000+
technicians trained during Big Billion Days cycles
8
languages used for festive-readiness content
~14% → ~9%
Repeat Repair improvement
~8% → <2%
Repeat Part Demand improvement

Leadership approach

Training becomes valuable when it changes service performance.

My work sits at the intersection of people, process, technology and quality. I build the operating layer that connects technician learning, partner governance, support systems, repair data and leadership reviews.

01

Technical training systems

Designing role-based learning journeys, multilingual content, assessments, certification paths and scalable trainer operating models.

02

Repair quality, repair training and RCA

Using structural Root Cause Analysis (RCA) to connect failure data, repeat-repair patterns, parts demand and field behavior—then translating the findings into targeted content changes, focused technician retraining and governance actions that improve first-time-right outcomes.

03

Field capability development

Strengthening technician readiness through cluster programs, Training on Wheel, practical diagnostics and real-time technical support.

04

Service excellence governance

Creating the review rhythms, partner accountability, quality controls and cross-functional action plans that turn learning into measurable service performance.

Experience

From component-level repair to enterprise capability leadership.

Across 24+ years, the journey has moved through connected layers of hands-on repair, branch and warehouse operations, national service programs, and enterprise-scale training, repair quality and capability governance.

  1. 1998 — 2002Technical foundation

    Consumer-electronics repair, field installation, desktop hardware, operating systems and network support.

  2. 2002 — 2012Service operations leadership

    Component-level repair, branch ownership, warehouse and QMS transformation, team leadership and national service programs.

  3. 2012 — 2026Enterprise capability leadership

    Technical training systems, repair quality, structural RCA, digital learning, field support and service-excellence governance.

2012—2026

F1 Info Solutions & Services / Jeeves Consumer Services — Flipkart Group

Senior Manager I · Final functional responsibility: Jeeves Training Head

Role evolution across organizational structures began with F1 Training & Development leadership in Mumbai following the July 2012 continuous-service transition, before the move to Bengaluru in July 2018, and later covered Manager — Learning and Senior Manager I. From Bengaluru, led Jeeves training operations across TV, air conditioner, washing machine, refrigerator and furniture while continuing to oversee F1 audio-visual repair training for projector and IFPD categories.

  • Led capability programs for a 5,000+ technician ecosystem.
  • Improved Repeat Repair through structural Root Cause Analysis (RCA), targeted training-content changes, focused retraining and field-governance actions.
  • Connected Repeat Repair (RR), Repeat Part Demand (RPD), Multiple Part Demand (MPD), Customer Effort Score (CES), Net Promoter Score (NPS) and Partner NPS (pNPS) reviews with RCA and action planning.
  • Built connected digital learning infrastructure spanning the Strider App Training Tech Library, Learning Management System (LMS), virtual classrooms, assessments and WhatsApp self-service support.
  • During the F1 Mumbai phase, trained approximately 500 service engineers across mobile, laptop and projector repair and built the technical screening/learning portal and centralized training library.
  • Managed Bowers & Wilkins premium-audio service support and completed technical and customer-handling training in London in 2013.
2002—2012

Neoteric Infomatique Ltd.

Manager — Service Operations

Across a decade of continuous growth, moved from hands-on product repair to Hyderabad branch leadership, a trust-based relocation to Mumbai/Vasai, warehouse and QMS transformation, and manager-level ownership of national service programs.

Stage 01Jun 2002 — Dec 2007Hyderabad

Hands-on technical service

Service Engineer

Handled component-level repair of UMAX and Mercury/Kobian SMPS, UMAX scanners, BenQ/Moser Baer CD/DVD drives, BenQ LCD monitors and DLP projectors, alongside Iomega NAS installation and configuration. Earned early Best Service Engineer / Gold Coin recognition, establishing a record of technical reliability and customer-service discipline.

Stage 02Jan 2008 — Aug 2010Hyderabad

Hyderabad branch service leadership

Branch Service In-Charge

Promoted to lead Hyderabad branch service operations, coordinating the team, walk-in processes, open/closed call tracking, out-of-warranty (OOW) revenue and branch service P&L. Served as Neoteric's Pan-India point of contact for ASUS PC motherboard repair coordination with branches, Digicomp and ASUS; received the Q1 2010 Best Performance Award for turnaround time (TAT) and OOW business.

Stage 03Sep 2010 — Mar 2011Vasai / Mumbai

Service-hub and warehouse transformation

Assistant Manager — Service

Relocated from Hyderabad for a larger service-center mandate. Converted a disorganised warehouse into a structured service hub through 5S, scrap liquidation, brand/model-wise stock control and reporting; created a 36-page Warehouse Operations Management Quality Management System (QMS) after ISO training and implemented the model at Vasai and Okhla/Delhi.

Stage 04Apr 2011 — Jul 2012Mumbai

Manager-level operations and national programs

Manager — Service Operations

Promoted to Manager and led an approximately 15-member inward, outward, Return Material Authorization (RMA) and Test and Repair Center (TRC) team while managing Iomega NAS refurbishment/replacement, warehouse service operations and national repair-program coordination. In July 2012, continuous service transferred to F1, marking the pivot from service operations into Training & Development leadership.

This decade established the operating foundation later carried into F1 and Jeeves: technical credibility, service discipline, team leadership, process design, quality systems and the ability to convert field problems into scalable capability programs.

1998—2002

Balaji Electronics · Cyberdyne Systems · Syberland Systems

Early technical service foundation

Built my technical-service career through practical training and progressively broader hands-on responsibilities—beginning with consumer-electronics repair, moving into customer-site field installations and then expanding into computer hardware, operating systems and network support.

Jan 1998 — Nov 1999Ongole

Balaji Electronics

Service Technician

Started my formal service career in consumer electronics. Repaired televisions, radios and tape recorders for walk-in customers; supported product and component testing; and participated in black-and-white television assembly. This role established the fundamentals of fault identification, repair discipline, product testing and customer-facing service.

May — Jul 2000Hyderabad

Cyberdyne Systems

Computer Hardware Engineer

Transitioned from core electronics repair into computer hardware and networking. Visited customer premises to attend field calls involving desktop-computer issues, troubleshoot hardware and connectivity problems, and install UPS systems, PCI modems and webcams. Also identified and developed leads for desktop-computer Annual Maintenance Contract (AMC) services through customer interactions.

Aug 2000 — May 2002Hyderabad

Syberland Systems

Service Engineer / Computer Hardware Support

Expanded into computer hardware, operating systems and network support while assisting cyber-café technical operations and customer systems. Diagnosed desktop issues, installed operating systems and device drivers, configured PCI LAN cards and modems, resolved LAN-connectivity problems, and replaced or upgraded RAM and hard-disk drives.

Together, these roles created the hands-on technical foundation for my subsequent progression into branch service operations, repair-quality management, national service programs and large-scale technical capability development.

Selected programs

Scalable systems for stronger field execution.

The programs below show how technical content, service data, process design and support operations can work together as one capability system.

Capability

Repair Charter

Repair-capability programs across TV, AC, Washing Machine and Refrigerator categories, built to reduce repeat failures and improve field confidence.

Field learning

Training on Wheel

Practical field learning that brings diagnostics, assessment and refresher training closer to technicians and service partners.

Learning systems

Strider + LMS

Built digital learning journeys with training videos and troubleshooting guides available through the Strider App Training Tech Library, supported by a Learning Management System (LMS), virtual classrooms and Google Form assessments.

Process transformation

Faster ST onboarding

Redesigned the onboarding flow and removed avoidable blockers, reducing technician onboarding from 7-8 days to approximately four hours.

Technical support

Tech Help Desk + chatbot

Led a 10–15-agent Tech Help Desk supporting field service technicians with real-time technical queries across TV, AC, washing machines, refrigerators, furniture and mobiles, complemented by a 24/7 WhatsApp self-service chatbot for troubleshooting guidance.

Repair quality

Quality + Training RCA

Combined structural RCA across warehouse returns, repeat-repair and parts-demand data with BOM correction, packaging improvements, parts-identification training, targeted content modifications and focused retraining for technicians identified through repeat-repair performance data—addressing repeat demand at source and improving Repeat Repair.

Credentials and recognition

Technical credibility, reinforced by sustained performance.

Formal certifications complement a career built through hands-on service, progressively larger operational responsibilities and measurable field impact.

Credentials

Recognition

  • Employee of the Year — FY 2017-18
  • Big Billion Days Star Performer / Certificate of Excellence — 2020
  • Best Performance Award — Q1 2010
  • Best Service Engineer / Gold Coin
  • Stakeholder appreciation from OnePlus and Bose

Leadership opportunities

Let’s strengthen field capability and service quality.

Open to Senior Manager and broader leadership roles in Technical/Product Training, Service Excellence, Repair Quality, Repair Training, After-Sales Service Operations and Learning & Development.

Technical/Product TrainingService ExcellenceRepair QualityRepair TrainingAfter-Sales Operations

Available to join immediately

Srinivas.neppali@gmail.com+91 8237043333linkedin.com/in/neppali ↗
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