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DIPAKKUMAR JOSHI
Perth,Australia
Work Preference
Summary
Customer service engineer with a track record of swiftly diagnosing technical issues and designing tailored solutions. Strong collaboration with engineering teams has resulted in increased customer satisfaction and loyalty, driving sales growth.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE ENGINEER
CHESTERTON CUSTOMSEAL
PERTH, WA
11.2024 - Current
- Diagnosed and resolved technical issues with sealing products, enhancing customer experience through timely solutions.
- Supported customers by addressing inquiries on custom sealing solutions, ensuring clarity and satisfaction.
- Resolve customer complaints in a timely manner by identifying the root cause of the issue.
- Collaborated with engineering teams to design customized sealing solutions for clients.
- Collaborated with team members to achieve sales goals and improve customer service.
- Cultivated relationships with repeat customers to enhance loyalty and ensure satisfaction.
- Maintained detailed records of all interactions with distributors, including notes on conversations, agreements.
- Assisted in inventory management by restocking shelves and conducting counts regularly.
CUSTOMER SERVICE ENGINEER
CANON AUSTRALIA PTY LTD
Port Hedland, Australia
10.2022 - Current
- Resolve enquiries and queries for full set of Canon brands and printers.
- Visiting customer sites for fault fixing and preventive maintenance.
- Preparing reports for service tasks and reporting common issues related to products and processes.
- Installing new devices and setting up on client server, connecting it to monitoring network.
- Monitoring the installed devices to determine end of life machines/due parts using POWER BI.
- Ordering needed parts/managing stock for preventive maintenance.
- Regularly reporting customer feedback about products and services to relevant internal departments.
TECHNICAL SERVICE ENGINEER
NAVICO
Auckland, New Zealand
07.2018 - 10.2022
- Resolve inquiries and queries for a full set of Navico brands and products.
- Diagnosed faults and troubleshot issues with fish finders, autopilots, AIS, NMEA networks, and other communication and navigation systems.
- Troubleshooting and field recommendations. Diagnose the installations and operator issues over the phone, email and using remote access.
- Collaborated with dealers, distributors, and end-users to resolve technical issues through effective support.
- Explaining the functionality and installation of the products to get optimum performance and results.
- Training dealers and distributors and answering presale inquiries and assisting in upselling.
- Managed end-to-end transactions for end-users, dealers, and distributors, including order processing, shipping, and delivery of replacement or new products.
- Identify and report any regularly occurring problems for enhancement of the product performance.
- A company based in Auckland, New Zealand, specializing in marine electronics.
CUSTOMER EXPERIENCE CONSULTANT
FISHER & PAYKEL APPLIANCES
, New Zealand
04.2017 - 06.2018
- A leading manufacturer of household appliances based in New Zealand.
- Resolved customer queries promptly and effectively, ensuring a seamless and low-effort experience.
- Built rapport with customers by adapting communication style and demonstrating understanding and ownership of their queries.
- Applying troubleshooting skills to understand customers’ problems using a relevant source of information and delivering matching solutions.
- Effectively managing calls according to procedures and guidelines, identifying customer non-verbal cues, and responding appropriately.
- Handled customer objections and complaints calmly, maintaining controlled and objective communication.
- Gathered information to assess claims for loss due to failure or accidental damage of products.
ICT Sales Representative
SPARK TELECOM
AUCKLAND, New Zealand
11.2015 - 04.2017
- Leveraged CRM software to track and optimize sales activities and client interactions.
- Developed strong relationships with clients to understand their telecom needs.
- Assisted customers in selecting appropriate products and services according to their needs.
- Managed customer accounts with precise record-keeping and timely follow-ups.
- Provided technical support for clients on ICT related issues.
- Evaluated competitor offerings to identify opportunities for enhancing product line.
- Provisioned customer agreements and confirmed details of the promotion and sales agreements over the phone.
Education
GRADUATE DIPLOMA - Business
NORTH TEC POLYTECHNIC
AUCKLAND, NEW ZEALAND05-2015
Bachelor of Technology - Aerospace Engineering
UNIVERSITY OF PETROLEUM & ENERGY STUDIES
DEHRADUN, INDIA05-2013
DIPLOMA - ELECTRONICS & TELECOMMUNICATION ENGINEERING
THE OXFORD POLYTECHNIC
BANGLORE, INDIA04-2008
Skills
- Technical service expertise
- Salesforce CRM
- ERP systems knowledge
- Technical proficiency
- Microsoft Office Suite
- Critical thinking
- Rapid technology adaptation
- Project management
- Customer relations
- Retention strategies
- Collaborative teamwork
- Adaptability skills
- Interpersonal skills
- Communication skills
References
Provided upon request.
Activities
- Enjoy fishing, travelling, and exploring new places.
- Learning and experiencing new cultures and traditions.
- Playing cricket.
- Cooking.
- Social gathering.
Personal Information
- Immigration Status: New Zealand Citizen on SCV visa. (No work restriction/ No immigration support required)
- Driving License: Full Class C with Auto and Manual Both.
Languages
English
Full Professional
Hindi
Full Professional
Gujarati
Full Professional
Accomplishments
- NASA System Engineering Award winner for best engineering practices to the design and development of UAV at SAE Aerodesign EAST 2012.
Timeline
CUSTOMER SERVICE ENGINEER
CHESTERTON CUSTOMSEAL
11.2024 - Current
CUSTOMER SERVICE ENGINEER
CANON AUSTRALIA PTY LTD
10.2022 - Current
TECHNICAL SERVICE ENGINEER
NAVICO
07.2018 - 10.2022
CUSTOMER EXPERIENCE CONSULTANT
FISHER & PAYKEL APPLIANCES
04.2017 - 06.2018
ICT Sales Representative
SPARK TELECOM
11.2015 - 04.2017
GRADUATE DIPLOMA - Business
NORTH TEC POLYTECHNIC
Bachelor of Technology - Aerospace Engineering
UNIVERSITY OF PETROLEUM & ENERGY STUDIES
DIPLOMA - ELECTRONICS & TELECOMMUNICATION ENGINEERING
THE OXFORD POLYTECHNIC