Updated: Apr 8, 2019
Beware of the Printer Parts Swappers
In the printer service industry, there are 2 types of technicians: diagnostic technicians, and part swappers. Most service teams have realized that developing a group of technicians who can troubleshoot is essential for driving growth.
Part swapping will get you only so far. But being a successful technician ain’t easy. There are many variables that affect devices. Types of paper, toner, power and preventive service all impact the outcome and performance of a service organization.
That’s why service leaders must do their part to create an environment where their
technicians can operate like finely tuned machines who can diagnose the most common
and probable symptoms and — in the process — reap rewards for the entire team.
By following these five crucial steps, you can reduce call backs and foster a successful
diagnostic culture within your service team.
1) Printer Technician Training
We can measure the cost of training, but we can’t measure the cost of untrained
employees. Firefighters, soldiers, police officers and EMT’s spend most of their work
Why? The fact is they can’t afford to make mistakes, they deal with life and death, injuries, and emergencies so they practice, practice, practice. That allows them to quickly evaluate a situation, make a decision based on their training and get a planned positive result the first time. Repetition is the mother of learning, the father of action and that makes it the architect of achievement.
2) Source Quality Parts
There is nothing more frustrating to a technician than replacing a part and still
having a problem, opening a box and seeing a broken part, or getting the wrong
part and having to explain to a customer why they have to come back.
Parts should be 100% post production tested before you get them. Technicians should make it a habit to check parts BEFORE leaving to go to the customer. They should check
with tech support if they are unsure of a part name or number.
3) Thorough Testing
Before starting and after repair completion, testing EVERY function of a machine allows the technician 2 things: First, by testing every function of the machine before starting he can point out to a customer something else that is wrong with a machine and the
tech will not get blamed for breaking the part or causing the problem during the repair (the tech will also have an opportunity to up-sell the customer).
Second, by post testing he can check every function and show the customer that everything works correctly and answer any questions the customer may have before leaving
4) Educate The User
An overwhelming number of repairs are caused by customers improperly using a
machine, for example running labels out of tray 2, 3 or 4 instead of the MP tray.
Taking the time to explain the positive reasons to follow the manufacturer’s recommended method for running labels (or whatever the cause of the problem is), helps the customer to keep from repeating mistakes.