Print Engine Process and Components
Define, describe and demonstrate an understanding of the following commonly used printing processes:

Identify and describe basic steps of laser / LED printing
Identify and describe basic steps of Ink dispersion printing
Identify and describe print process components and their functions

Laser or LED image formation components
Device fuser components
Ink dispersion image formation components
Media transport/feed components
Describe the purpose of firmware
Identify and describe print data flow and job processing

Demonstrate awareness of the interaction between software application, driver, printer control languages, raster image processing, printing and image creation
Identify the impact of memory on the printer
Identify media types and explain their impact on print process, quality and device performance

Use appropriate media types based on device specifications
Identify and recognize paper weights, sizes and standards
Identify and recognize paper textures, brightness, grain, coatings
Identify and recognize other media types
Describe adverse affects of improper media storage on device performance
Scan Process and Components
Identify and describe common hardware scanner components

Lamps, mirrors, CCD, CIS, CMOS, lens, glass, analog to digital converter, color filters
Differentiate between ADF (Automatic Document Feeder) and flatbed component
Describe and summarize image capture in relation to scanning technologies

Identify and describe common scanner technologies such as TWAIN and network scanning methods
Identify the effects of using different image formats
Define the image capture process
Recognize the reasons for and potential impact of security and anti-counterfeiting features
General Troubleshooting
Describe and apply general troubleshooting methodology

Observation – gather information and validate the symptoms
Establish theory of probable cause based on information gathered
Test or Analyze – try to recreate the problem and validate theory
Once theory is validated, determine next steps to resolve the problem
Implement solution, validate solution and document actions and results
Identify and isolate printing hardware issues using available tools

Image quality issues
Causes of image quality issues
Transport/feed issues
Causes of common media transport/feed issues
Service error messages
Common user informational messages
Testing tools
Identify and isolate printing software issues using the following methods

Verify use of appropriate drivers by checking driver type/version
Verify driver port setting
Print driver test page
Proper driver accessory/option configuration
Application settings vs. driver settings
Installing and uninstalling drivers
Confirm driver settings: “offline vs. online”
Print from multiple applications and workstations
Print different files from the same application
Identify and isolate scanning hardware issues using available tools

Image quality issues
Common causes of image quality issues
Service error messages
User informational messages
Testing tools
Identify and isolate scanning software issues

Verify use of appropriate drivers by checking driver type/version
Verify and configure application settings
Identify and isolate basic connectivity issues using available tools

Connectivity issues
Common causes of wired and wireless connectivity issues
Service or informational messages
Identify and isolate faxing issues

Common fax issues
Common causes of faxing issues
Identify similarities between faxes and scanners as it relates to image quality issues when transmitting faxes or copying
Identify similarities between faxes and printers as it relates to image quality issues when receiving faxes or printing
Basic Electromechanical Components and Tools
Identify and explain the function of electromechanical components

Identify and explain the function of mechanical components

Drive components
Identify and explain the function of electrical components

Power supplies
Thermal switches/fuses
Grounding components
Control PCBs
Demonstrate the proper and safe use of tools

Polarity tester
AC line monitors
Toner Vacuum and toner rags
Service documentation
Lubricants and cleaning solutions
Test chart
Chip puller/EEPROM puller
Demonstrate and follow recommended maintenance guidelines and practices

Define the reasons and benefits for adhering to maintenance guidelines and practices
Examine device log data and previous service history
Scheduled preventative maintenance
Unscheduled service calls
Verify device functionality
Identify and describe basic network and communications technologies

Communication settings
Physical connections
Wireless connectivity
Describe and demonstrate the use of the TCP/IP protocol and related tools

Static addressing
Dynamic addressing
Validate network connectivity using tools and utilities
Identify the basics of network scanning technologies

Requirements to utilize Scan to Email functionality
Requirements to utilize Scan to Folder functionality
Requirements to utilize Scan to File functionality
Requirements to utilize Scan to FTP functionality
Identify the basic purpose and use of printer drivers

Install, remove and update drivers
Verify driver versions
Follow manufacturer documentation when installing USB devices
Basic features and settings of printer drivers
Printer control languages
Differentiate between shared printing and direct printing
Demonstrate awareness of the effect of application settings on driver settings
Identify common device ports

Types of physical ports
Types of memory card slots
Type of network ports
Assignment of printer driver to ports
Color Theory
Identify and describe the basics of color theory

Differentiate between additive and subtractive color
Describe color gamut and its relationship to device limitations
Explain perception of color and what affects perception
Define and explain basic color management

Identify how color adjustments affects the quality of image output
Describe the need for color calibration
Professionalism and Communication
Define and demonstrate effective communication and relationship building skills

Use appropriate introduction
Use active listening skills
Probing: Asking open ended and closed ended questions
Show empathy for the customer
Speak clearly and concisely at all times
Use appropriate terminology for the audience
Clarify and confirm the customer’s expectations and/or concerns
Provide closure the for the client at the end of the service call
Communicate status of repair and/or open issues – follow up calls when necessary
Define and demonstrate effective communication skills with technical support

Follow appropriate escalation procedures
Call from onsite and have appropriate reference materials available when speaking with technical support
Describe the problem, service history and troubleshooting steps accurately with appropriate terminology
Clarify and confirm technical support recommendations
Follow further escalation procedures if necessary
Display and practice professional conduct with internal and external customers/contacts

Maintain a positive attitude concerning the manufacturer of the product
Treat the customer with courtesy and respect, including the customer’s property
Act as liaison between internal and external customers
Take ownership of the issues and follow through to its conclusion
Safety and Environment
Demonstrate and apply safety procedures

Use proper ESD (Electrostatic Discharge) practices and proper grounding techniques
Demonstrate proper use of cleaning solutions and sprays
Identify potential safety hazards
Adhere to and follow MSDS (Material Safety Data Sheet) guidelines
Define and demonstrate proper laser safety practices Follow manufacturer safety documentation
Demonstrate an awareness of environment and environmental considerations

Proper disposal/recycling of devices and consumed supplies according to local regulations
Adhere to and follow MSDS (Material Safety Data Sheet) guidelines
Describe the need for ozone filters and their replacement at regular intervals
Describe effects of temperature and humidity on media and supplies
Follow manufacturer safety documentation for appropriate place of unit

Related External Links

This entry was posted in Basics and tagged , , , , , , , . Bookmark the permalink.

Leave a Reply

Your email address will not be published. Required fields are marked *


You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>