NSNeppali Sreenivasa RaoContact

Technical training · Service excellence · Repair quality

Neppali Sreenivasa Rao

Building field capability.Improving repair quality.

A technical training and service-excellence leader with 24+ years of experience building technician capability, repair-quality governance and scalable after-sales operations across consumer electronics, appliances, IT hardware, mobile service and e-commerce field service.

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Available to join immediatelyBengaluru, India

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 BBD 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 and RCA

Using structural 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.

2012—2026

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

Senior Manager I · Final functional responsibility: Jeeves Training Head

Progressed through Senior Manager — Training & Development, Manager — Learning and Senior Manager I. From Bengaluru, led Jeeves training operations across TV, AC & HA and Furniture while continuing to oversee F1 training for AV categories.

  • Led capability programs for a 5,000+ technician ecosystem.
  • Improved Repeat Repair through structural RCA, targeted training-content changes, focused retraining and field-governance actions.
  • Connected RR, RPD, MPD, CES/NPS and pNPS reviews with RCA and action planning.
  • Built connected digital learning infrastructure spanning the Strider App Training Tech Library, LMS/NHIP, virtual classrooms, assessments and WhatsApp self-service support.
  • Earlier trained approximately 500 service engineers across mobile, laptop and projector repair.
2002—2012

Neoteric Infomatique Ltd.

Manager — Service Operations

Progressed from Service Engineer to Branch Service In-Charge, Assistant Manager — Service and Manager across Hyderabad and Mumbai, combining technical repair, branch operations, warehouse transformation, QMS and national service-program ownership.

1998—2002

Balaji Electronics · Cyberdyne Systems · Syberland Systems

Early technical service roles

Built a hands-on foundation in consumer-electronics repair, computer hardware, operating systems, networking, installations and customer-facing field service across Ongole and Hyderabad.

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/NHIP

Built digital learning journeys with training videos and troubleshooting guides available through the Strider App Training Tech Library, supported by LMS/NHIP, 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

  • ITIL Foundation Certification — TÜV SÜD Akademie GmbH
  • Apple Certified Macintosh Technician
  • ASUS Certified Repair Engineer — ZenFone Product
  • MCSE Windows 2003 Server Training — Zoom Technologies

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 Training, Service Excellence, Repair Quality, After-Sales Service Operations and Learning & Development.

Technical TrainingService ExcellenceRepair QualityAfter-Sales Operations

Available to join immediately

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