Technicians that have been providing service for years have undoubtedly seen plenty of interesting service calls. They range anywhere from simple user errors to complicated repairs. It might even make their jobs easier if we knew a couple of their tricks so we can avoid unnecessary ticket submissions.
We compiled a list of popular and interesting questions that give some insight into the life of a service technician. They will be answered by Josh Naron - ASE Direct Service Manager who has been with ASE for 15 years. He is going to walk us through some of the common and obscure questions that he has been answering over the years.
1. Describe what you do at work?
Josh: I diagnose the cause of error codes then install the parts needed, determine the cause of image problems and educate customers on all the features their printers have to help them be more productive.
2. Which aspect of your job gives you the most satisfaction?
Josh: I get to travel all over Middle Tennessee and I enjoy getting to meet new people, learn about their businesses, and help them solve problems.
3. What's the most unusual service call you've been on?
Josh: It’s been a while since I’ve had any service calls that I would call unusual, but I will say that I really like service calls at manufacturing plants because I enjoy seeing how things are made. I did respond to a call once and found a Twizzler stuck in the printer that was causing the jam. Oddly enough, nobody admitted to putting it there.
4. What is the most common printer problem you come across? How do you fix it?
Josh: The most common printer problem I face is jamming issues. The solution is either checking to make sure the paper size and type settings are correct, replacing the pickup assembly, or installing a maintenance kit. Fuser issues are also common for me. Usually, you can tell it's a fuser if the printer is ghosting images or putting lines down the page. If that happens, the best fix is just to ask your technician to take care of it. We’re happy to help.
5. Is it a challenge to stay up to date on the latest technology?
Josh: Yes, Printer technology has changed a lot in the last decade. I try to stay plugged in with customers to learn about future projects or new locations opening soon to help recommend solutions and then study the chosen models to be ready when a service call is needed. One thing that is very helpful is that printers all have the same basic parts once you get under the cover.
6. What is one printer "hack" you'd like to share with everyone?
Josh: When you have a paper jam, it’s important to be pulling towards the exit to removed jam rather than toward the paper tray. Paper flags are meant to move in one direction. If you pull them in the wrong direction, the paper may come out but you could damage something by accident. I also get a lot of calls for HP error code 49.4C02. This is typically not a printer issue but an issue with a corrupted print job. The quick fix is to delete the print job from the queue, restart your printer, and print a different document.
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