Question for multi-line dealers......

[TxTech]

I manage a mid-size (24 techs) service department for a dealer that carries three different manufactures lines of copiers. I would like to get some feedback on how others in the industry with multiple brands deal with territory management, cross-training, etc. As it is now, I have loosely defined territories and most of my guys are not trained on every model of machine that they are sent to work on. Also I only have a few that are trained on high-volume b/w, high-volume color, and networking. All of my guys have laptops with service manuals for all models and wireless internet access to all of the manufacturers websites. Do I need to send all of my guys to train with all of the different manufactures or should some training and OJT be sufficient? I welcome any and all suggestions as I would like to improve our overall service quality and customer satisfaction.

[fixthecopier]

We sell two brands, plus shreddars, and will work on anything. I went to school twice in ten years only because the factory made me and I got little out of it. In other words, I figure it out for myself, and I am very good at what I do. Some get stuck on school and can't wing it. Good techs can figure out how something works and why it does not.

[djv]

training

My company sells 5 brand of copiers, business card cutters, mailing equipment, laminators, folder inserters, fiery's etc etc etc etc

I am what they call a full line service specialist, basically meaning i work on every machine and do all the networking. I have been with the company for a lot of years and rarely have I ever gone for training. I find training more of a vacation to the big city being from the woods lol.

Point being if your guys have the manuals and laptops and are any good at what they do. Training should not be an issue. The only reason I went for any training was to satisfy Manufacturer's requirements to have a certain level of techs certified.

the only thing I ask of my manager is to allow/provide any manual I need

[northerntech]

talk to your techs and see what ideas they have to solve the issues...

[Guest]

Factory training for technicians is good for two things:

1. A morale boost for the technicians receiving training.
2. Something the sales people can pitch without having to lie.

The actual classes probably won't give technicians any more information that is already in the manuals, but I suppose it may be possible to pick up some inside factory information from the instructors. I wouldn't count on it, but it's possible. Ask your techs if they think they would benefit from training and go from there.

[imthinman]

i'm a mutt

I am Canon, Ricoh ,Mita, and Oce trained on various models. The difference maker is your in house training. Focus training on trouble areas regardless of model. Encourage them (if they believe they can fix it they usually can).Teach KISS (Keep it simple stupid) they move paper and put toner on paper just in different ways.

Imthinman

[joelsa12]

Going to School

All the classes that I have been to... if you can read you can pass the test. I personally never really took a lot of knowledge away from the class itself. As you already know hands situations are far better than listening to a certified teacher reading the book to you. But with that being said I believe there are benefits to sending techs to these classes. One breaking up the grind of getting up driving and fixing things everyday. All techs will feel like you are investing in them, plus giving them a little break and a chance to have some fun with their peers. I have heard stories that they drink after class and hang out, but I would not know that for sure. The other huge benefit there is if the person that you send to the class takes time to listen to the older guys. They have seen sooo many more problems then most techs, and their stories and fixes to certain bugs can be knowledge that can not have a value put on it. I guess it would be your call in the end, but if I were your tech I would be happy that you sent me anywhere for vaca...er oops training.

[tech07]

training

My company covers 5 manufacturers.. We are required to go to school to be certified or the manufacturers will not ship equiptment to us...some training is online certifiable..

[Robert Sveinson]

Factory training for technicians is good for two things:

1. A morale boost for the technicians receiving training.
2. Something the sales people can pitch without having to lie.

The actual classes probably won't give technicians any more information that is already in the manuals, but I suppose it may be possible to pick up some inside factory information from the instructors. I wouldn't count on it, but it's possible. Ask your techs if they think they would benefit from training and go from there.

================================================== ======
The attitude at Xerox was that the factory engineers were not
expected to answer any queries from any non-factory trained
tech, whether a Xeroid or a dealer.
The tech engineers do not have the time or facilities
to train every person that dealers and branches called
technicians by title,but no training. This one rule eliminates
a lot of bad feelings and animosity through out the industry.

Robert

[cferron]

We're also mid-sized -- about 50 techs in 13 locations, but we're big enough to have our own trainer. He goes to the factory classes and then teaches our techs. After about 30-some years in the business, I believe in training...the numbers support it. Biggest advantage is that training forces the techs to put time into focusing on the training. When we try to do on-line training, it's inevitable that some "emergency" call will come up that requires them to drop the training and grab the call. When they get back, they've lost their train of thought and have to back up. Going to the head office for training just works better for us. A lot depends on the tech; some do really well in the classroom environment, but others...give 'em a kit, the manual and a machine. We also have manufacturers who won't ship the box if you don't have the certificate. And I still think that the techs get more practical knowledge in the bar after the class just shootin' the breeze with the techs from other offices. Some of our best fixes have come from techs putting their heads together after class.