Nature of the Work
These repairers, often called field engineers, customer service engineers, or service technicians may install new machines, do preventive maintenance, or correct emergency problems. Repairers work closely with electricians, who install the wiring for the new system to ensure proper layout. Technicians thoroughly test the equipment before the customer uses the machine. Large computer installations may take several days to install before they are fully operational.
Field technicians visit the offices and stores of customers in their assigned area whenever emergencies arise and on a regular basis in order to do preventive maintenance according to manufacturers recommended maintenance schedules. The frequency of service depends upon the type of equipment. For example, an electric or electronic typewriter may require preventive maintenance only three or four times a year, while a complex copier or computer would require much more frequent attention.
During these calls, the servicer inspects the machine for unusual wear and replaces any worn or broken parts. Then all mechanical parts of the machine are cleaned, oiled, and adjusted to ensure peak operating efficiency and to prevent future breakdowns. The repairer also may advise machine operators on how to use the equipment more efficiently and how to spot a problem in its early stages.
Some technicians may be assigned to work full time at a client's installation in order to maintain all of the equipment. Bench technicians work in central facilities where equipment or components are brought for major repairs.
Despite frequent maintenance, computers and business machines do break down. To locate the cause of failures for computers, technicians run special diagnostic programs that pinpoint malfunctions. Although some of the most modern and sophisticated computers have a self-diagnosing capacity that directs the repairer to the exact source of the problem, computer repairers must know enough about systems software to determine if the malfunction is due to an error in the hardware or in the software.
Once the problem has been located, fixing the equipment may take just a few minutes because most repairs merely involve the replacement of malfunctioning components. To correct an electronic problem, for example, the technician simply replaces the circuit board indicated by the diagnostic program.
Office machine repairers can usually correct most problems on the spot because they carry a sufficient number of replacement parts for such repairs. To repair mechanical parts, repairers use a variety of hand tools, including needle-nosed pliers, wire strippers, and soldering equipment. In addition, they use meters, oscilloscopes, and other types of testing equipment to check for malfunctions in electronic circuits. In more serious cases, technicians simply give the customer a new piece of equipment and take the malfunctioning one to a central facility for service.
Computer and office machine repairers must be familiar with technical manuals and diagnostic programs for each piece of equipment. They also must keep up with the technical information and revised maintenance procedures issued periodically by equipment manufacturers.
Technicians spend much of their time working with people. They listen to customers' complaints, answer questions, and sometimes offer technical advice on ways to keep equipment in good condition. In many ways, technicians act as public relations workers for their employer, promoting customer satisfaction and good will. In addition, experienced technicians often help train new workers and sometimes have limited supervisory duties.
Working Conditions:
The normal workweek for repairers is 40 hours. Many users of computer systems, however, rely on their equipment around the clock, and working time lost because of a breakdown can be very expensive. For this reason, someone must be available to make emergency repairs at anytime, day or night. Assignments to be on call generally are made on the basis of seniority.
Although some bending and lifting are necessary, the job is not strenuous. Servicers generally wear business clothes and do most of their work in the customer's place of business. Work hazards are limited mainly to minor burns and electric shock, but these can be avoided if safety practices are followed.
Repairers travel a great deal because they usually visit a number of customers each workday. For most field technicians, travel is local; they usually are not away from home overnight. Employers pay for travel, including reimbursement for job-related use of the technician's car. Major equipment manufacturers usually provide vehicles for the technician's use.
Employment
Computer and office machine repairers worked mainly on computer equipment. Three of every four were employed by wholesalers of computers and other office equipment and by firms that provide maintenance services for a fee. The remainder worked for equipment manufacturers, retail establishments, and organizations with enough equipment and funding to warrant a full-time service staff.
Repairers work throughout the country. Even relatively small communities have at least one or two repair shops. Most repairers, however, work in large cities, where computer and office equipment is concentrated.
Training, Other Qualifications, and Advancement:
Most new office machines are computerized and can be repaired either by those who specialize in office machine repair or computer repair or by those who service both office machines and computers. Since more complex training is required to repair computers, those who specialize in office machine repair usually do not have the training to service the higher technology of computers. Basic training in electronics is applicable to the mechanically intensive office machines, but additional training in electronics is usually required to repair computers.
The amount of formal education required for entry level repairer jobs varies by the type of equipment to be repaired and by the employer. Some employers hire applicants with a high school education, while many others require at least 1 year of technical training in basic electricity or electronics.
A high school student interested in becoming a computer service technician should take courses in mathematics and physics. High school courses in electronics and computer programming also are helpful.
For technician jobs dealing mainly with computer equipment, most employers require applicants to have 1 to 2 years' post-high school training in basic electronics, data processing equipment maintenance, or electrical engineering. This training may be from a public or private vocational school or a college or university. Basic electronics training offered by the Armed Forces and by some vocational high schools also is valuable preparation for this type of work.
Many entrants to this occupation transfer from other occupations where they learned about electronics, such as television service technician, engineering technician, or industrial electronic equipment repairer.
Newly hired computer repairers usually receive 3 to 6 months of training from their employer. They may study elementary computer theory, computer math, and circuitry theory in addition to expanding their knowledge of basic electronics. Training includes hands-on experience with computer equipment, doing basic maintenance, and using diagnostic programs to locate malfunctions. The training generally occurs in a traditional classroom setting, but self-instruction or computer-based training also may be utilized.
Trainees who work for a franchised business machine dealer usually attend a school sponsored by the manufacturer. Training programs at company schools usually last several weeks to several months, depending on the type of machine the repairer will service. These workers generally learn to service only the company's line of equipment.
As small repair shops usually do not specialize in the more sophisticated types of equipment, they frequently offer less formal training, consisting of a self-study course plus on-the-job instruction under the supervision of an experienced worker. Depending on the type of repair business, repairers may be taught how to service older equipment if the need arises.
In addition to formal instruction, trainees must complete 6 months to 2 years of on-the-job training. At first, they work closely with experienced technicians, learning to maintain relatively simple machines. Some companies have trainees gain experience by specializing in a certain type of equipment for a time. When trainees have mastered repair of that device, they specialize in another. This process continues until the technician can work with a variety of equipment.
Since changing technology forces manufacturers to continually redesign equipment and develop new service procedures, experienced technicians must attend training sessions to keep up with these changes and to broaden their technical skills. Many technicians take advanced training in a particular computer system or type of repair. Instruction also may include programming, systems analysis, and other subjects that improve the technician's general knowledge of the computer field.
Applicants for entry jobs may have to pass tests that measure mechanical aptitude, knowledge of electricity or electronics, manual dexterity, and general intelligence. Good eyesight is needed to inspect and work on small, delicate parts. Persons considering this type of work should have good hearing to detect malfunctions that may be revealed by sound. Because field technicians usually handle jobs alone, they must have the initiative to work without close supervision.
Also important are a pleasant personality, neat appearance the ability to communicate effectively because the work involves frequent contact with customers. Computer and office machine repairers must also be trustworthy because they may be exposed to money and other valuables in places like banks and securities offices. Some employers require that they be bonded. A security clearance may be required in cases where technicians regularly service machines located in restricted buildings, such as Federal Government installations engaged in classified activities.
Bench technicians who repair broken parts or whole machines at a central facility have somewhat different responsibilities than field technicians. Since they must determine the exact source of a problem in the equipment, they do less customer service and more analysis of repair-cost feasibility. That is, they determine if it would be cheaper for the customer just to buy a new part or machine than to pay to fix the broken one. Mechanical aptitude and a detailed knowledge of the electronic parts of the specific machine are the major requirements for these technicians.
Experienced technicians with advanced training may become specialists or troubleshooters who help technicians throughout their territory diagnose difficult problems. They also may work with engineers in designing equipment and developing maintenance procedures.
Because of their familiarity with equipment, servicers are particularly well qualified to advance to jobs as manufacturers' sales workers. Workers who show managerial ability also may become service managers or supervisors. Experienced workers sometimes open their own repair shops; those who work in manufacturers' branch offices may become independent dealers or buy sales franchises from the company.
Job Outlook:
Employment of computer and office machine repairers is expected to grow much faster than the average for all occupations through the year. Demand will be strongest for those who are able to repair computerized equipment. This reflects the higher level of technology found in newer office products.
Sales of computer and other office equipment will increase as organizations throughout the economy continue to automate their operations in search of greater productivity. The development of new applications for computers will also spur demand. As prices continue to fall, sophisticated office equipment will become affordable to more and smaller organizations. More service technicians will be needed to install, maintain, and repair the growing number of machines in use.
Employment of these workers is not expected to grow as rapidly as the amount of equipment in use, however, due to improvements that make equipment more reliable and easier to repair. For example, the latest generation of computerized equipment can diagnose the cause of its own malfunctions. For some computer equipment, the diagnosis of the malfunction will be done by another computer via telephone hookup.
Computer and office machine repairers have been less likely than other workers to be laid off during downturns in economic activity. However, firms do restrict hiring of new repairers during recessions, making it harder to enter the occupation.
Technicians experienced in the service of several models and brands of equipment or with the most complex equipment generally will be in the greatest demand. Employers are placing increasing emphasis on formal education for computer repairers. Job applicants with a 2-year degree in electronics should have the competitive edge in landing jobs.
Related Occupations:
Workers in other occupations who repair and maintain the circuits and mechanical parts of electronic equipment include appliance and power tool repairers, automotive electricians, electronic organ technicians, instrument repairers, communications equipment mechanics, radio repairers, radar mechanics, and electronic home entertainment repairers.
