Print Engine Process and Components |
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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 |
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Describe the purpose of firmware |
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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 |
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Scan Process and Components |
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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 |
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General Troubleshooting |
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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 |
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Basic Electromechanical Components and Tools |
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Identify and explain the function of electromechanical components |
| Clutches |
| Solenoids |
| Motors |
| Relays |
| Sensors |
| Switches |
Identify and explain the function of mechanical components |
| Drive components |
| Rollers |
| Cams |
| Cables |
| Pulleys/Idler |
| Springs |
Identify and explain the function of electrical components |
| Power supplies |
| Fuses |
| Thermistors |
| Thermal switches/fuses |
| Lamps |
| Grounding components |
| Cables |
| Connectors |
| EEPROM and EPROM |
| Memory |
| Control PCBs |
Demonstrate the proper and safe use of tools |
| Multimeter |
| 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 |
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Connectivity |
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Identify and describe basic network and communications technologies |
| Protocols |
| Communication settings |
| Physical connections |
| Wireless connectivity |
| Fax/modem |
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 |
| Spooling |
| 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 |
| Types of network ports |
| Assignment of printer driver to ports |
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Color Theory |
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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 |
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Professionalism and Communication |
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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 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 |
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Safety and Environment |
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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
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| 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 |
