Nirav Patel
Summary
Experienced product manager and technical support professional with a strong background in electronics, product development, and after-sales support. Seeking a challenging role to utilize technical expertise, problem-solving abilities, and leadership skills to drive innovation and enhance customer satisfaction. Committed to delivering exceptional results and exceeding expectations in a dynamic and fast-paced environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Product Manager & Technical Support
Tridon Australia Pty Ltd
11.2021 - 01.2023
- Develop and manage products contained in Tridon’s Matson brand and product groups ranges
- Identifying, sourcing, analysing and introducing new products for the Tridon’s Matson brand and product groups
- Developing and maintaining technical information for new and existing products required for cataloguing, advertising & marketing and sales support
- Managing and maintaining new and existing products within Tridon business systems, from the introduction of new, maintenance of core, and phase-out of mature products
- Evaluating market opportunities for new products and market performance of existing products
- Establishing and maintaining product pricing in line with the company’s gross margin objectives and market expectations
- Developing and recommending product positioning, packaging, and pricing strategy to produce the highest possible long-term market share
- Developing and maintaining relationships with local and international product manufacturers and suppliers
- Managing ongoing continuous improvement of products and ranges with local and international manufacturers and suppliers
- Ensuring a minimum product standard is achieved through quality assurance, testing and control of new and existing products
- Liaising with the Marketing Manager and overall product strategy and R&D requirements
- Assisting with the development, implementation and execution of marketing plans and programs, both short and long range, to support product development, sales and revenue objectives of organization
- Assisting the Business Development Manager with product requirements for new and existing customers
- Conducting marketing surveys on current and new product concepts, and provides feedback for future product development
- Reviewing market requirements to determine customers’ needs and expectations are fulfilled
- Launching new products to the sales department, and assists with the market roll out and customer requirements
- Monitoring the sales performance of product range, and makes recommendations
- Providing internal, customer, and end-user technical support for Tridon’s Automotive, Tool, and Equipment brands
- Conducting testing and repairs when required for customer returned items
- Preparing documentation on customer warranties when additional labour or parts claims are involved
- Assisting Warranty Coordinator with Matson products and ranges as required
- Carries out other duties as required
- Successfully launched new lithium battery products in collaboration with suppliers and marketing teams
- Streamlined warranty processes by improving documentation and support procedures
Technical Support
Tridon Australia Pty Ltd
12.2015 - 11.2021
- Provide technical support via emails and phone calls
- Troubleshoot the problem over the phone calls and emails
- Provide hotline support to the end users
- Analyse the problem and suggest the solutions
- Handled the tasks of installing and maintaining electronic components
- Performed basic functionality checks in order to avoid user error
- Understanding of electronic equipment, circuit and documentation with the ability to test and and analyse new electronic products
- Timely diagnosis of warranty claims in order to maintain high levels of customer satisfaction
- Arranging for required parts and estimating costs
- Direct contact with our customer, or a member of the public
- Testing and analysis of new and existing products
- Reporting of results, design and testing of new products
- Complaining with warranty procedure
- Repairing of Automotive battery related products i.e
- Jump starters, inverters, battery chargers, dual battery systems, VSR’s, battery testers, Battery storage stations, DC to DC chargers etc
- Already worked with well know lithium batteries i.e
- Braille batteries
- Testing and reporting of lithium batteries
- Experience in handling and maintaining lithium storage batteries
- Programming lithium batteries
- Working on product development
- Testing new product samples and approving the same for the market
- Helping marketing team to launch new products
- Working in line with sales and marketing team to introduce new products and improve the existing line of products
- Writing product manuals if and when required
- Inspecting all designs and company products for compliance with specifications and regulations
- Handling the tasks of preparing documentation like repair status for providing and supporting materials
- Familiarity with basic operating systems like windows XP, windows7, and also with application software like MS office word, excel, power point
- Played a key role in developing new product lines and ensuring successful market launches
- Enhanced customer satisfaction by improving diagnosis and repair processes
Repair/Warranty Technician – After Sales Tech Support
Matson Group
06.2012 - 11.2015
- Provided direct customer support for technical inquiries and warranty-related claims
- Conducted testing, diagnostics, and repair of electronic systems and devices
- Maintained detailed repair logs and technical documentation
- Assisted in designing and testing new products, providing feedback for development teams
- Improved customer retention rates by offering prompt, reliable technical solutions
- Successfully implemented testing protocols for new product evaluation
Education
Advanced Diploma - Electronics and Communications Engineering
Chisholm Institute of TAFE
MelbourneCertificate III - Electronics
Chisholm Institute of TAFE
MelbourneBachelor’s - Human Resources Management and Development
Skills
- Microsoft Windows 10/11
- Microsoft 365
- SharePoint
- Teams
- MS Office Suite
- Electronics testing
- Diagnostics
- Repair
- Lithium batteries
- Circuit boards
- Automotive products
- Market analysis
- Technical documentation
- Statistical process control
- Quality assurance methodologies
Personal Information
Date of Birth: 10/03/88
Certification
Diploma in Cybersecurity and Ethical hacking
Timeline
Product Manager & Technical Support
Tridon Australia Pty Ltd
11.2021 - 01.2023
Technical Support
Tridon Australia Pty Ltd
12.2015 - 11.2021
Repair/Warranty Technician – After Sales Tech Support
Matson Group
06.2012 - 11.2015
Advanced Diploma - Electronics and Communications Engineering
Chisholm Institute of TAFE
Certificate III - Electronics
Chisholm Institute of TAFE
Bachelor’s - Human Resources Management and Development
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