Do experienced techs use manuals?

[JR2ALTA]

I rarely need manuals in the field. Here's why

1. Reoccurring issues.

The one blessing of a copier tech. We've seen the exact problem before, we fix it, case closed.

2. Obvious issues

Nothing new here. Copies smudge and ghost. Fuser is shot. Ok replace fuser.


3. Service mode clues.

Failure code C-123? No idea what it is? Go into service mode, pull up a counter of service codes. There it is a with a written description... C-123=Main Motor.

4. Annoying suggestions.

Example: Transport Jam. Manual says "Replace transport motor, or transport clutch, or transport sensor, or main board. No shit, notice they will never say one-way gear or worn bushings or unseated spring, etc. Yea, yea, yea I know manuals aren't written for every variable, hence why I'm writing this.

4. Knowledge Bases. For example Konica has a Knowledge Base. Contrary to reason #3. Knowledge bases give you the real answer based on Konica techs contributions. This is always checked first.

5. Memorizing part numbers or keeping a go-to list of common part numbers.

6. I believe service manuals are biased. The manufacturer doesn't want to reveal their flaws. They will never update them with REAL WORLD solutions.

I am the first to tell a lazy tech to RTFM, but as an experienced tech I find myself looking elsewhere.

(by the way this doesn't include theory manuals, which are actually useful)

[Eric1968]

Re: Do experienced techs use manuals?

I also don't use them every day. I read them when I have to replace a part that's hidden deep into the machine. Just to see which parts I need to remove to get to the faulty part. The Ricoh manuals of the last 5 years contain photo's and that makes it easy.

And yes, they don't provide all solutions to problems. The engineers who designed the machines can't forsee everything. But they can provide a lot of usefull information, like counters that register the usage of the machine. Especially Ricoh has a very detailed section in the manual about this. I'm into Ricoh, Kyocera, and Oki. Ricoh also uses a database, and Kyocera has Troubleshooting Guides as an addition to the service manual.

I don't use them every day, but I can't do without them.

[fixthecopier]

Re: Do experienced techs use manuals?

I may need to reference something once in a while, but I agree with all of your points. I don't even carry a laptop, as it is not allowed in most places I go.

[unlimitedbt]

Re: Do experienced techs use manuals?

I use them all the time when uncommon issue comes up, google as well. I do not bother remembering error codes as there are more important things to remember.

[blackcat4866]

Re: Do experienced techs use manuals?

I suppose that it depends on the type of problem. I have a spreadsheet of many of the error codes which is very simple to search.

With jam related issues, I go to the troubleshooting spreadsheet first, then the manual. If it was just 1 brand maybe I could memorize codes, but I cover a minimum of 5 brands.

Quality problems are a little more intuitive for me, so I rarely look at manuals for quality.

IT issues require both the PC, and the credentials filed away from the last visit. It's not a manual, but it's right there next to the manuals. =^..^=

[Tonerbomb]

Re: Do experienced techs use manuals?

I always have the laptop with my manuals with me just in case. Especially with the newly released models, as the technology often changes even though it may be a new version of an existing machine. And when a less experienced tech asks me a question about a machine, I will refer them to RTFM and if they don't understand it I will explain it. I will not RTFM for them as I don't read bedtime stories anymore!

[JustManuals]

Re: Do experienced techs use manuals?

Well speaking from the other side. I would say 80% of my business is from techs. The other 20% are customers who think having a manual will help them fix a problem. But we all know that having a manual does not make a tech. I've been selling manuals for 12 years and I couldn't tell you the first thing about fixing copiers. In the past I was a printer tech so I can follow a manual to make a repair, but without that knowledge I would be lost.

just my .02 cents.

Paul

[jonhiker]

Re: Do experienced techs use manuals?

I have the laptop at least in my car every work day. They are a valuable tool. When i get questions from other techs, i also ask them if they have checked the manuals, I am not a walking database, so some of them don't ask me for help, anymore. . So, it would seem hypocritical not to have the manuals ready.

[slimslob]

Re: Do experienced techs use manuals?

I may need to reference something once in a while, but I agree with all of your points. I don't even carry a laptop, as it is not allowed in most places I go.

As yet, I have not encountered customer where I cannot take my laptop. Cell phones though, are not allowed at most prisons where I have serviced machines.

I suppose that it depends on the type of problem. I have a spreadsheet of many of the error codes which is very simple to search.

With jam related issues, I go to the troubleshooting spreadsheet first, then the manual. If it was just 1 brand maybe I could memorize codes, but I cover a minimum of 5 brands. In fact, I recently had to change from the computer that I had been using for years to a newer one due to running out of disk space to store everything.

Quality problems are a little more intuitive for me, so I rarely look at manuals for quality.

IT issues require both the PC, and the credentials filed away from the last visit. It's not a manual, but it's right there next to the manuals. =^..^=

It is not just the number of brands that you may have to work on, you multiply that by the number of model line for each brand and you get up to a huge amount of information you would have to remember if you didn't have manuals available.

[Iowatech]

Re: Do experienced techs use manuals?

Out on the periphery, there's less service calls, so I take the laptop with the service manuals with me most of the time. With experience comes knowledge, it just takes a bit longer around here.
Also, my tool case and laptop bag weigh roughly forty pounds apiece, so carrying the tool case in the right hand and having the strap for the laptop bag on the left shoulder balances things out.
Why yes, I am lazy enough that I don't like going to the car to get something if I can carry it along.

[Debs1964]

Re: Do experienced techs use manuals?

I don't use my manual for 90%+ of my calls, I have a good memory for error codes and part numbers, I also have a very good idea of what spare parts I'm carrying in the back of my car, so seldom have to look up part numbers for those, however, I do get irate when I hear the phrase "manuals are for wimps", I am not afraid to get my manual out if I look at a machine and think "how the hell do I get that part out", too many people start pulling the machine apart without knowing what they are doing, I have done that in the past and removed screws that I really regretted afterwards.

I am not a walking database

Unfortunately, due to my amazing memory for part numbers, etc. that is exactly what some people I work with think I am, and if I don't help them out, some of them are so lazy that they would probably escalate the call without that assistance over the phone.

[fixthecopier]

Re: Do experienced techs use manuals?

As yet, I have not encountered customer where I cannot take my laptop. Cell phones though, are not allowed at most prisons where I have serviced machines.

No cell phones or laptops or wireless headphones, ect. There are times when I may have a question for tech support. Konicas new policy is that they will not talk to you unless you are standing in front of the machine. Since that is pretty much impossible, I don't use tech support anymore.

[Copier Addict]

Re: Do experienced techs use manuals?

No cell phones or laptops or wireless headphones, ect. There are times when I may have a question for tech support. Konicas new policy is that they will not talk to you unless you are standing in front of the machine. Since that is pretty much impossible, I don't use tech support anymore.

Yeah, Konica Minolta's tech support in Canada used to be quite helpful. It has moved to the States and now it is virtually useless. I don't bother calling them anymore.

[Athlontini]

Re: Do experienced techs use manuals?

My manuals are all on my tablet, which I carry in with me to every call. It's mostly used for recording which parts I put into a machine or a quick parts catalog lookup. Most jamming issues/service codes pass into easy memorization after awhile, so it's true that the actual consultation of a service manual is less common for me, but for me to say that I don't "use" or "need" them is silly. They're tools, just as much as my vacuum and screwdrivers are tools.

[Blizzoo]

Re: Do experienced techs use manuals?

Yes,if don't help after hours of diging,ask a friend or CTN