Do experienced techs use manuals?

[KapeKopyTek]

Re: Do experienced techs use manuals?

I carry my laptop, with manuals, to every call, in my knapsack tool bag (from Tecra Tools). I got tired of carrying a tool bag, computer bag, and vac into every call, so I got the knapsack and consolidated my tools and computer. With my luck, whatever I DON'T bring it to a call, I will need, requiring another trip out to the car, usually in the foulest weather or through a security obstacle course. But, yeah, I always have the manuals with me.

[faxgoddess]

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.



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.

I'm not a field tech-I work on the Tech Support line, but some of our customers call in just for part numbers. Most of the commonly requested numbers, I know off the top of my head. My fellow Support Specialists think I'm abnormal because I don't have to look in manuals. I'm not going to tell a tech "look it up" if all he's after is a part number!!

[excanonguy]

Re: Do experienced techs use manuals?

Not if they work on Toshiba lol! Due to there stupid numerical service modes , at least with a readable index of the codes you can find what you are looking for, but when everything is just numbers you are screwed...

[mikadonovan]

Re: Do experienced techs use manuals?

In a nutshell, YES. You may not need a manual every day, but having immediate access to technical data and parts(like on a laptop) will save you a lot of time and heartache in the future.

[excanonguy]

Re: Do experienced techs use manuals?

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.

They had great support here when I worked on their stuff....now they are just like the crap support from Toshiba of Canada!

[HP:guy]

Re: Do experienced techs use manuals?

I used to carry numbers and codes in my head but now I have CRS (can't remember SH**).
So I have the manuals on a laptop.

[fixthecopier]

Re: Do experienced techs use manuals?

In reference to Konica tech support...

My frustration with them started over the holidays. I do remember that as with any issue, I had gone to the machine, it was a bizhub 600, and was coded. I checked the code, checked all things related, changed the part related to the code and still had an issue. I left to make another stop, and think about this problem. I was back at the shop to get a part for another call, and decided to call tech support to get a second opinion, as at this point I am sure they may recommend changing something, and I am at the shop now, so I can take the part back. Seems efficient.

Keep in mind that in the past I have been at this exact location, called tech support, [that no phone rule applies here also, but I can get away with it at this location. Best Customer], thought of another part that may fix it, get in my truck and go to the shop, get the part, drive back and install the part, fixing the machine...and then tech support would pick up the phone.

On this occasion, the screening operator answers right away, takes my info and then ask if I am in front of the machine. I say no, and he says he can't patch me through. I explain my position and he puts me on hold so he can ask a supervisor if it is OK. This is after telling me that their que is empty. After being on hold for about 12 minutes, I hung up, went back and figured it out myself.

I tried again on last Friday. I had a dead Bizhub 601. Had power going into power supply, and nothing coming out. I changed the power supply and still had a dead machine. I was ready. I started the call before getting to the base gate, went to a parking lot about 4 minutes away from the call, and sat on hold for about 15 or 20 minutes, went to the building and sat there , still on hold, for another 15 before I hung up. After telling the shop I needed to pull it, I went back and the damn thing fired up. There must be a dead short somewhere, because I put the old power supply back in the machine I took it from and it booted.

For those who would think it should be easy to use the customers phone, this is an operations center for a Special Operations unit. I can use the phone, but I can't tie the damn thing up for 45 minutes while on hold. Also, I have shit to do! Unless Konica is going to send someone else to do my calls while I wait for them, they should talk to me wherever I am if I am willing to hold that long.

I have to assume that they get a lot of their time wasted by lazy techs asking stupid questions, and I have no solution for that, just wanted to rant a little.

No manuals were harmed in the writing of this thread

[skookumchuck]

Re: Do experienced techs use manuals?

I carry a notebook now with all service manuals available. Also use it for print issues as in "can't print to machine". Wouldn't work on a machine without one. Guess I'm lucky enough not to have to work in high security areas.

[slimslob]

Re: Do experienced techs use manuals?

In reference to Konica tech support...

My frustration with them started over the holidays. I do remember that as with any issue, I had gone to the machine, it was a bizhub 600, and was coded. I checked the code, checked all things related, changed the part related to the code and still had an issue. I left to make another stop, and think about this problem. I was back at the shop to get a part for another call, and decided to call tech support to get a second opinion, as at this point I am sure they may recommend changing something, and I am at the shop now, so I can take the part back. Seems efficient.

Keep in mind that in the past I have been at this exact location, called tech support, [that no phone rule applies here also, but I can get away with it at this location. Best Customer], thought of another part that may fix it, get in my truck and go to the shop, get the part, drive back and install the part, fixing the machine...and then tech support would pick up the phone.

On this occasion, the screening operator answers right away, takes my info and then ask if I am in front of the machine. I say no, and he says he can't patch me through. I explain my position and he puts me on hold so he can ask a supervisor if it is OK. This is after telling me that their que is empty. After being on hold for about 12 minutes, I hung up, went back and figured it out myself.

I tried again on last Friday. I had a dead Bizhub 601. Had power going into power supply, and nothing coming out. I changed the power supply and still had a dead machine. I was ready. I started the call before getting to the base gate, went to a parking lot about 4 minutes away from the call, and sat on hold for about 15 or 20 minutes, went to the building and sat there , still on hold, for another 15 before I hung up. After telling the shop I needed to pull it, I went back and the damn thing fired up. There must be a dead short somewhere, because I put the old power supply back in the machine I took it from and it booted.

For those who would think it should be easy to use the customers phone, this is an operations center for a Special Operations unit. I can use the phone, but I can't tie the damn thing up for 45 minutes while on hold. Also, I have shit to do! Unless Konica is going to send someone else to do my calls while I wait for them, they should talk to me wherever I am if I am willing to hold that long.

I have to assume that they get a lot of their time wasted by lazy techs asking stupid questions, and I have no solution for that, just wanted to rant a little.

No manuals were harmed in the writing of this thread

You might try emailing the tech support management and explain to them the problem you have with most of your customer locations not allowing you to bring in a cell phone. Ask them to provide you with an alternate method of obtaining support.

[fixthecopier]

Re: Do experienced techs use manuals?

You might try emailing the tech support management and explain to them the problem you have with most of your customer locations not allowing you to bring in a cell phone. Ask them to provide you with an alternate method of obtaining support.

Thanks for the suggestion. In hindsite they never really solved a problem for me except maybe once or twice when I needed info that was in the service manual that I didn't have with me.

In other cases I have usually done my job as a tech...

I know what is going on, or what the code is.
If I don't know the code, I have referenced the manual or online to find it, I can use my Note 2 to look up stuff.
I have applied common sense...which means if i have a jam problem, I have changed worn rollers, suspect clutches, looked for bent mylars ect.
I have checked the jam counter for frequency and total.
I have checked to see if problem occurs from different trays.
If it is a strange code, I have referenced it in the manual, and looked elsewhere on line for data.

Then I would call tech support, thinking I may have overlooked something simple. Most of the time when they picked up, the responce would be "Looks like you have done everything, I can't think of anything to tell you". That comment is both satisfying and frustrating at the same time.

In other words, I think techs should go to a problem am keep doing things that a senior tech or tech support would ask him or her. If you do that, you have eliminated the simple stuff, and now real techs can help you solve a difficult problem.

Everything eventually gets fixed. The more difficult it is on me, the better tech it makes me.

[copiman]

Re: Do experienced techs use manuals?

32 years as a tech and without a doubt I use the manuals. There is no one who knows everything. Once you get familiar with a product, you will use them less often. I have all mine on my laptop. I can remember when I had hard copies. Back seat full. Serv manuals, Parts, Bulletins, etc....

I had a customer call me one time to complain that a tech apparently did not know about the equipment. I asked why they thought that and they said he had the manual (hard copy) opened on top of the machine. My response to them was that is the sign of a good tech. This showed that the tech was taking the steps to ensure they properly resolved the issue.

Again, NO one knows everything!!!

[Zackuth]

Re: Do experienced techs use manuals?

I have most of the manuals I need on my laptop. MOst of the calls I don't need the manual, I can usually take the machine apart and find the problem. There are times, with some error and jam codes, I do look up to find exactly what that error code means (the machine is jamming in the DP, but what and where is happening with the jam) and that does save time, I don't have the memory like Debs has . I do use them to help disassemble and reassemble machines, why spend 15 minutes figuring it out when I can have the answer in two. The part number manuals I always use.

[Debs1964]

Re: Do experienced techs use manuals?

...I don't have the memory like Debs has . I do use them to help disassemble and reassemble machines, why spend 15 minutes figuring it out when I can have the answer in two

That's exactly my thinking, I'm not too proud to open my laptop to see how to take it apart, especially getting to boards on little printers when you have to remove half the machine to get to it.
Yesterday I was out with another tech as my car was in the garage and he looked up a part number, read it out as he was writing it down, then, this morning, we had a team meeting, that part was mentioned and he said "Debs knows the part number", he was right, I can remember it from him reading it out once...I know, I'm sad LOL

[Debs1964]

Re: Do experienced techs use manuals?

32 years as a tech and without a doubt I use the manuals. There is no one who knows everything. Once you get familiar with a product, you will use them less often. I have all mine on my laptop. I can remember when I had hard copies. Back seat full. Serv manuals, Parts, Bulletins, etc....

I had a customer call me one time to complain that a tech apparently did not know about the equipment. I asked why they thought that and they said he had the manual (hard copy) opened on top of the machine. My response to them was that is the sign of a good tech. This showed that the tech was taking the steps to ensure they properly resolved the issue.

Again, NO one knows everything!!!

I remember so many guys complaining when we got laptops, I don't miss having to carry around a huge box of paper manuals. I wouldn't mind going back to having parts manuals on microfiche though, reader and microfiche stored nicely in the back of my toolcase

[blackcat4866]

Re: Do experienced techs use manuals?

I remember so many guys complaining when we got laptops, I don't miss having to carry around a huge box of paper manuals. I wouldn't mind going back to having parts manuals on microfiche though, reader and microfiche stored nicely in the back of my toolcase

The paper manuals were not so bad, but the microfiche gave me serious headaches. The little eyeball sized reader worked for about 10 minutes before my eye muscles just gave up and screamed "NO MORE!" I kept a few of the paper manuals, but the microfiche is just torture. =^..^=