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Staff Profile: Rabin Darshandhari – Customer Leader

In this article, we profile one of our key staff.

Q: Please describe your role at Circuitwise. What does a typical day look like?

I manage a portfolio of customer accounts. I am their first point of contact. Mainly I am providing quotes, updates on current orders, ensuring the product is delivered on time and getting feedback on what we deliver. Another part of the job is to be aware of any new products in the pipeline and working with customers to smooth the development process. For example, we might order common parts in advance. Mostly I am sending emails with a few hours a day on the phone.

Q: What is the most important part of your work?

The most important part of my work is making sure that a customer always wants to stay with us because they are happy with our service. The main driver of that is making sure what we deliver is what they were expecting. I do that by developing a strong relationship so we have a high level of feedback. For example, I have a customer in the defence sector which has very demanding expectations and we work closely with them to continually improve our manufacturing processes to meet the unique needs of their industry.

Q: What is the most interesting part of your work?

Getting to know the new products that our customers are designing. As part of my job, I get to know the purpose of the PCB assemblies we are manufacturing. Seeing innovation brought to life with our products is very satisfying.

Q What is the most common question you get asked at work?

Everyone wants to know when their product will be delivered. To answer that question, I check to make sure when all the parts are arriving and when we have scheduled the manufacturing. I make sure the Circuitwise team is aware of customer requirements and expectations. Price is always a focus of discussion. Explaining the value proposition of being an ISO 13485 certified medical device manufacturer is part of the early discussions and the reason people choose to stay with us over the long term.

Q: Where did you grow up?

I grew up in Lalitpur, Nepal, near the capital Kathmandu, and I did my higher school education there. I moved to Australia in 2009 and started a Diploma in Information Technology at Central College. After completing that I went on to a bachelor degree at Charles Sturt University in software engineering. My family is still in Nepal and I look forward to visiting them post Covid-19.

Q: What are your favourite activities outside of work? What are you most enthusiastic about?

I normally play soccer twice a week in local competitions. I live in Hornsby and there is a vibrant Nepalese community with around 40-50 social players. It’s great to exercise and socialise at the same time. I like to socialise with my community and participate in festivals, cooking traditional Nepalese foods. Apart from that, I have a two-year-old boy who keeps me busy.

Q: What is the best thing about working at Circuitwise?

There is a lot of opportunity here and the family-owned business is very supportive.

I started my career here in selective soldering (for a company called Dayang Electronics which merged with Tresmine and later become Circuitwise). Despite all my software training and IT, my exposure to electronics was more exciting so I decided to stay in this industry.

Later, I began to work in document control with the engineering team and then moved onto internal sales as a bridge to the engineering team to ensure that orders had all the information engineering needed. The leadership team recognised that I worked well with customers, and was then given the opportunity to take more of a leadership role in developing customer relationships.

Q: What is your best tip for customers in manufacturing electronic products?

A lot of customers focus on design but they should also take into account design for manufacture considerations. For example, if they don’t know what kind of surface mount pads best suit the components packages they are using, it doesn’t matter how good the design is – they will have a problem manufacturing it.

Q: What do you think is the most important reason product developers should use Circuitwise?

Any customer which values quality and traceability will want to come to Circuitwise. Also, we are very flexible. For example, it's quite common for our customer to split an order into a main run preceded by a few short runs to validate their product first. We are always working to accommodate our customers’ needs. The main focus of our business is Customer service and relationships, we look at developing long term partnerships with our customers and we always want them to feel as though Circuitwise is their Manufacturing partner.


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