ProService Magazine - International Society of Certified Electronics ...

2004 Service Summit Presents Issues, Offers Feedback
The 2004 Service Summit was held Saturday, January 10 at the
Riviera Hotel in Las Vegas. Sponsored by NESDA, the panel was
moderated by Wayne Markman and Brian Gibson of NESDA,
joined by Ron Sawyer and Carmine de'Alessandro of Professional
Servicers Association (PSA).
A roomful of individuals representing associations, manufacturer
service, and parts distributors discussed issues presented by the
moderator panel.
From the servicer side, when NESDA members were asked for
their input prior to the meeting several key issues emerged, which
were presented to Summit participants. 1) Warranty repair rates, 2)
quality of electronic service literature, 3) part pricing/availability, 4)
boards that can't be repaired but are also too expensive to replace,
and 5) technical assistance quality
issues were at the top of the list.
There is an ongoing concern
that techs are still not being paid a
living wage, making it difficult for
them to support families and continue
to work as techs. Another
area of concern is that technicians
need more than just hands-on
technical skill; they must also
learn customer service and be
masterful at interaction with customers,
something difficult to
teach.
From the manufacturer side,
there was a plea from a major
manufacturer that servicers be
more vigilant about using the
resources that are offered to get
technical information, specifically
the Internet. It was suggested that
manufacturers write into their
service contracts that service personnel
must access online information
and "do their homework"
before calling for technical assistance.
Diversification into appliance
servicing was cited as a way for
servicers to survive during difficult
times, because it requires the
same skillset they already possess.
Disposal issues were briefly
discussed and it was mentioned
that a big part of what NESDA is
doing in this area is providing
tools for members and manufacturers.
Mentioned was the National
Coalition for Electronics
Education, a new initiative that
should assist in training more
individuals for the electronics
industry.
The Certified Service Center
Program was commended as
being good for the servicer and
good for the industry. Several
manufacturers and associations
are now offering financial and
membership incentives to servicers
who become certified,
making the program more attractive.
While everything that was presented
was met with the spirit of
cooperation, it is important to
6— February 2004
remember that the participants in the Summit are often not the key
decision makers for the companies they represent. Many times, it is
the sales division that makes key decisions for how products are
repaired.
In addition to allowing an opportunity for each participant to
speak, NESDA executive director Mack Blakely announced that
FieldPower would be moving toward implementation of a consumer
self-scheduling model. Neil Murphy, president of FieldPower,
explained the system to participants and invited their participation.
The tone of the meeting was positive and those in attendance
seemed genuinely interested in affecting positive change. There is
much opportunity for change, but a short timetable.
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