Marksie Masego Dipale

• Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Monitored employee performance to identify areas for improvement and additional training needs.
• Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
• Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
• Managed a team of customer support representatives, providing ongoing training and development opportunities.
• Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Post-sales support on IDS GeoRadar products for Mine Monitoring in Africa, both remotely and on-site
• Installation of the monitoring equipment at customer’s site
• Technical trainings and demos to customers
• Maintenance, troubleshooting, and repair of customer’s equipment
• Data analysis and reporting
• Internal training for technicians on products and new releases
• Managing the IDS GeoRadar technical support team in Africa.
• Managing customer expectations and relationships, keeping Customer Satisfaction at the highest standards.
• Accountable for all commissioning and maintenance support projects.
• To be accountable for the actions of subordinates, such as customers and team members, and avoid placing blame on others.
• Hold team meetings to ensure that everyone knows what their group objectives and individual goals are.
• Scheduling team activities and making sure that deadlines are met.
• Accountable for team individual meetings for performance management, personal development, and PRIDE goals and reviews management.
• Ensure the team has the resources needed to be successful in their daily activities. This includes access to the proper equipment, expertise, and documentation required for their roles.
• Ensuring that there is sufficient stock of parts for systems, and that the inventory is updated regularly including locally sourced parts.
• Ensure the assigned workspaces (e.g. the IDSGRD workshop) are health and safety compliant, as well as provide a safe and productive workspace through relevant procedures, documentation, and policies (if applicable).
• Overall customer support improvement.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

• Do installations and commissioning of all IBIS radar models in Africa with the assistance of

support engineers.

• Offer complete slope stability monitoring solutions which include hardware, software,

Support, and services, through the integration of different technological solutions at Hexagon

Mining

• Provide remote and onsite support to all customers as required.

• Troubleshoot, diagnose, and solve problems clients have with the systems.

• Perform system maintenance on all IBIS radar systems in African mines.

• Ensure that all client support requests are actioned.

• Assist with performing demos for all current and prospectus clients as requested.

• Deal with customers in an empathic and technically effective manner.

• Provide technical assistance as required for new client projects.

• To provide pre-sales support and technical input for product development, and product training

to internal stakeholders

• To develop functional requirement specifications for products and to assist with competitor

analysis activities

• Contribute to and as required, edit the complete product documentation set.

• Be invited to a Site Survey
• Approve the Site Plan, thus confirming what was surveyed is documented
• At all times be notified of changes to an Approved Low Level Design(LLD or FLLD)
• Be invited to a Site Kick Off Meeting.(i.e
• A Vendor has an executable project, and arranges contractors to understand the scope on site, when pegging and marking takes place.)
• Ensure a Valid Wayleave is on Site
• Record information of the project progress as per the associated projects Scope Of Work(SOW) i.e Quantities wrt linear meterage of trench per relative depth
• This information must complement the contractual requirements, so MTN can accept an installation, and the project office can accept an invoice for it to be paid based, on the actuals delivered
• Perform all inspection points as per the associated projects Scope Of Work(SOW) to be able to approve a Civils Acceptance Certificate(CAC)
• Ensure MTN Approved Products are installed
• Create Site Observations, wrt to Vendor and Sub contractor negligence
• Approve Site Deviation Requests
• I.e
• Deviation to specifications example engineering difficulties wrt services or hard rock scenarios
• Perform all inspection points as per the associated projects Scope Of Work(SOW) to be able to approve a 1st Cut ATP Acceptance / Managed Service (MS) Hand Over
• Ensure Planned Work Refs are obtained for any existing fiber routes
• I.e
• Routes lying dormant pending an access route cut in etc
• Grant Approval for a Live Cut In Ref to be Requested, based on the following
• Notify all involved 24 hours in advance via email of the planned work to be performed
• Take Control of the Live Cut In
• Conduct the final ATP acceptance for the 1st Cut ATP Acceptance / Managed Service (MS) Hand Over, with the minimum requirement
• Accept the AS Build/C-Module Document
• Completed Fall Arrest Technician course
• Worked on EBU for survey
• Reporting to MTN Access Implementation Dept;
• Provide a Weekly Time Sheet of work conducted to the
• As per contracted templates
• Provide a Monthly Time Sheet of work conducted to the
• As per contracted templates
• Provide Overtime Requests
• Provide a feedback report on overtime projects completed
• MTN Regional Progress meetings
• MTN HO Required meetings
• Required Local Authority or Landlord Related meetings

• Ensure that all parcels are delivered in time at the places required and be the face of the company in a more presentable way
• Employees representative to management to ensure that all operational issues are adhered to
• Supervises my co-workers to achieve optimum results

• Under minimum supervision, supplying the South African Air Force with first line maintenance support on Radar Equipment; bearing in mind to do this cost effectively and in a quality conscious manner
• This allows Reutech Solutions to fulfill their contractual obligations
• To provide Radar Systems support to clients, assisting them with hardware and software problems via phone and email; and systems remotely
• Together with fellow technicians directing all efforts in such a way to establish cohesion as a team
• Achieving the most with colleagues (contractors and suppliers) involved on the project controlled tasks

• Installs and maintain instrumentation and systems in a laboratory environment, The incumbent is responsible for meeting service revenue sales targets: ensures strong contract retention rate and warranty conversion rate: handles and/or participates on a team that resolves customers problems and issues
• Exercises judgment within defined procedures and practices to determine appropriate action
• May develop and track field service project plans and adheres to field service standards
• Monitors field service policies procedures and standards, recommends changes where necessary
• Adheres to policies and procedures

• Maintenance & support of radars lasers locally and internationally
• Periodic servicing of radar including generator, transceiver and other components used by the mines
• Local & international travelling (circa 2- weeks away / back at the office)
• After hours technical call center support
• Commissioning and training of radar and laser operators for different clients e.g
• Mines and military

• Develop and maintain service model for Sub-Saharan Africa
• Provides specialized technical expertise and in-depth troubleshooting to field service personnel and customers
• Assist TSM/TSS in planning and executing of all ISA’s & TSB’s
• Collates from field and files Field Service Reports on weekly basis
• Responsible for Complaint Tracking system ensuring that all level II complaints are logged and filed
• Responsible for training all FSE’s and customers in the logging and filling of Level II complaints
• Supervises and implements procedures and guidelines from TSM
• Responsible for generating service revenue increase year to year
• Responsible for tracking and Execution of preventative maintenance schedules
• Attends to calls when FSE’s are not available
• Assists Sales & Marketing with customization of systems post-installation
• Administration of Spare Part Stock Control in all sites
• Provides customer with feedback of Level II investigations
• Assumes the role of a TSO when necessary and Supervises customer training program
• Files all product related information e.g
• Manuals
• Update all records to ensure that information is relevant
• Supports and guides FSE’s in compliance with approved quality procedures
• Responsible for on-site training of all FSE’s post Abbott Customer Service training
• Evaluate FSE’s proficiencies and advises TSM/TSS on corrective actions and training needs
• Guides FSE’s in the interpretation to resolution of instrument / reagent problems

• Test PC boards, faultfinding and Laser alignment for all diagnostic hematology analysers
• Servicing and repairing the medical instrument in hospitals all over the country and testing fluidics
• I worked on Hematology analyzers such as ACT Diff, ACT 5 Diff, MAXM, HMX and LH 500
• I also had an opportunity to work on the Red Cell segmentation rate machines [Roller 20, Test 1 and Micro test]
• I was also involved in planning the services around the country and even in the neighboring states like Botswana, Lesotho and Swaziland

• Assemble, Test and Repair PC Boards for Laser Rangefinder
• Manufacture and test Transformers used in various Power Supplies (Mostly Switch Modes)
• Review work orders and negotiating delivery dates with the planner
• Fault finding on faulty products before and after environmental tests
• Assembly and maintenance of test boxes used for Britestar Lasers
• Electronic integration of the Britestar product according to assembly drawings and instruction
• Continuous review of Electronic Assembly instructions for effectiveness
• Tracking and reporting of progress on jobs issued to the floor (weekly)
• Delivery of integrated products on agreed dates
• Logging of data for capturing the history of the product
• Raising of quality alert for defective components and poor workmanship
• Inspection (for completeness) of electronic spares issued to the floor
• Functional and visual Inspection of PCB’s issued from stores
• Rectifications of faults identified and report writing on faults (tracking of number of occurrences of particular fault)
• Generation of ADR’s (anticipated delay report) and issuing thereof to the planner
• Involvement in the approval and acceptance of ECP’s

• Ensure serviceability of computers which the Air Traffic Controllers and Mission Controllers use
• Service the radar antenna
• Safe handling of Coaxial cables
• Defining radar on the Video Display Terminal
• Frequency Synthesizers