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  1. #1
    Technician jeffreyclay's Avatar
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    Angry Anyone required to learn cust's software and train them how to use it?

    Management thinks it would be a great "Value Add". Mgt rationalizes it by saying, "it's so simple a cave man, oops a Technician can do it and still make his 5 calls per day!

  2. #2
    Field Supervisor 1,000+ Posts RRodgers's Avatar
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    Re: Anyone required to learn cust's software and train them how to use it?

    Quote Originally Posted by jeffreyclay View Post
    Management thinks it would be a great "Value Add". Mgt rationalizes it by saying, "it's so simple a cave man, oops a Technician can do it and still make his 5 calls per day!
    I have no problem showing a customer how to use there equipment properly. I mean if they use it more... we make more. So it's a win win.
    Color is not 4 times harder... it's 65,000 times harder. They call it "TECH MODE" for a reason. I have manual's and firmware for ya, course... you are going to have to earn it.

  3. #3
    Master Of The Obvious 10,000+ Posts
    Anyone required to learn cust's software and train them how to use it?

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    Re: Anyone required to learn cust's software and train them how to use it?

    Insane!

    Now we're software engineers too? Ridiculous.
    Sounds like something I'd be asked to do. =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

  4. #4
    Service Manager 1,000+ Posts
    Anyone required to learn cust's software and train them how to use it?

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    Re: Anyone required to learn cust's software and train them how to use it?

    If it is so simple, why can't the salespeople do the training?
    Why do they call it common sense?

    If it were common, wouldn't everyone have it?

  5. #5
    Toner Monkey 250+ Posts
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    Re: Anyone required to learn cust's software and train them how to use it?

    Is this software related to and/or supplied with the equipment (i.e Equitrac, App 2 Me) or some other package (i.e MS Office, Oracle, Siebel etc)?

    We get this "Adding Value" crap all the time, usually it's a thinnly veiled attempt at getting us to double as another arm of the sales force (with all the commission from converted lead going to the salesman of course).

  6. #6
    Senior Tech 100+ Posts
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    Re: Anyone required to learn cust's software and train them how to use it?

    I thought it was a Copier Company's standard practise that the tech knew all about the customers software, how to use it in the greatest detail, and then show the customer how to use it. What else are the tech training courses used for? The main ones you have to be able to teach are:
    1. Any office package, especially publisher and the mail merge facility, and then explain why the printing slows down to a snail's pace.
    2. Quark express and it's various versions, and how to install the ppd's...Mac included
    3. Adobe front page, page maker, etc.

    Once you have these down pat, everything else is easy
    Sorry folks, reputation removed by Just Manuals, because he's a sad little wanker

  7. #7
    Field Supervisor 500+ Posts
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    Re: Anyone required to learn cust's software and train them how to use it?

    We have trainers for this purpose, although they keep it strictly to the operations of the copier. At an install, i just go through the copier functions and refer to the trainers regarding software.

  8. #8
    Field Supervisor 1,000+ Posts RRodgers's Avatar
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    Re: Anyone required to learn cust's software and train them how to use it?

    EVERY time I've been to Konica training the very first day is ALWAYS key op stuff. Seriously, if you can't show the customer how to make booklets are they going to expect that you can figure out how to fix the machine.
    Color is not 4 times harder... it's 65,000 times harder. They call it "TECH MODE" for a reason. I have manual's and firmware for ya, course... you are going to have to earn it.

  9. #9
    Technician jeffreyclay's Avatar
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    Re: Anyone required to learn cust's software and train them how to use it?

    Quote Originally Posted by RRodgers View Post
    EVERY time I've been to Konica training the very first day is ALWAYS key op stuff. Seriously, if you can't show the customer how to make booklets are they going to expect that you can figure out how to fix the machine.
    Regarding booklets, it's the problem with imposition. One customer prints both English and Chinese out from the same file and it screws up the one that reads "right to left". I think a Fiery patch would resolve that. Are you a coder? Can you help me learn to write my own patches?

  10. #10
    Senior Tech 100+ Posts DallasTech's Avatar
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    Re: Anyone required to learn cust's software and train them how to use it?

    Quote Originally Posted by nmfaxman View Post
    If it is so simple, why can't the salespeople do the training?
    If they can sell the machines, they should be competent enough to operate them.

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