MFD KM/DG3 Support Q&A Follow
MACHINE ISSUES AND MAINTENANCE
Q: What happens if there is an error code on the machine?
A: OBP will automatically get updates, and your machine will trigger a message causing the OBP to become orange. If you cannot fix it, you put it into red.
Q: What issues should you handle with the machines?
A: Only handle paper jams, error codes, noise, and copy quality issues. Do not handle printing problems, scan to email, or other non-related issues. Account codes
Q: What should you do if a machine requires a part replacement?
A: Inform IT Manager to crunch time the part. You will provide part number and description to IT manager You do not crunch time anything. IT Manger will have to order the part, and you will fix it once the part is received.
Q: Are you allowed to take parts from a loaner machine to fix another machine?
A: No, do not take any parts from the loaner machine to fix another machine. The loaner should be kept intact.
Q: Are you allowed to check the machine and inform what part is failing?
A: No, you should not check the machine proactively. Inform the IT manager if a part is needed.
Q: What should you do if the client asks you to fix another problem while fixing a jamming issue?
A: Yes, you can fix it if it is within your capability and report the additional issues to Rolando.
Q: How should you handle maintenance for the machines during dry dock?
A: Coordinate with Rolando to perform a full round of maintenance, such as changing feed rollers.
Q: How will you handle the cleaning of MFD machines?
A: Cleaning the machines is not a routine task. If a machine is particularly dirty, you can clean it as a courtesy, but there is no scheduled maintenance for cleaning. Clean machine when performing a service call
SERVICE LEVELS AND PROCESSES
Q: How many models will be worked on with Konica Minolta?
A: We can only work on a maximum of three models: the 5000i black and white disposable, the tabletop model, C3350i and the floor model C300i C550i.
Q: What is the process for fixing a printer issue on a ship?
A: The cruise director will talk to the IT, who will troubleshoot. If the problem persists, IT will create a ticket for Konica Minolta. Rolando will get the ticket from Konica, Rolando will forward you the ticket and provide knowledge on the problem. You will fix the machine, report back to Rolando, and IT manager, if unfixable, Konica Minolta will dispatch a technician with part if needed
Q: What service level will be provided for the machines?
A: We will most likely do service level 2, which includes stripping the machine apart, putting it back together, and fixing the problem. Service level 1 is paper and toner replacement, while service level 3 involves more complex issues, which Konica Minolta will handle.
Q: Can you touch a machine without a ticket from Rolando?
A: No, you cannot touch a machine until Rolando asks you to, to prevent future issues.
Q: How will you handle the problem if a machine is unrepairable?
A: If the machine is unrepairable, Konica Minolta will come and fix the machine.
Q: How will the service levels be defined?
A: Service level one involves paper and toner replacement. Service level two involves more complex repairs, and service level three involves major repairs that Konica Minolta will handle.
Q: How will parts for the loaner machines be ordered?
A: Likely, the IT manager will order toner and other parts for the loaner machines.
TRAINING AND CERTIFICATION
Q: How will training for the new machines be conducted?
A: Training will be conducted on a ship-to-ship basis by a training person who will show you how to repair the machines. If your ship is refreshed before training, Konica Minolta will support the ships as usual until you receive training.
Q: How long will the training session be?
A: The training session will be about 10 hours.
Q: How will the training certification be handled?
A: The training will include a certificate to justify that you have completed the training.
SALARY AND PROGRAM DEPLOYMENT
Q: Will there be a salary increase for this new program?
A: Yes, there will be a $50.00 increase in salary, which is a flat rate regardless of the number of machines you visit or tickets you work on.
Q: When will the program be deployed fleet-wide?
A: The schedule until December targets the ships in most need, and the brand is targeting as soon as possible, but we will not deploy this program until a ship is done.
Communication and Notifications
Q: Will the GSM (Guest Services Manager) be notified about the program?
A: The GSM should know about the program, but they have nothing to do with the ticketing and repair process.
Q: What should you do if the GSM wants to know every time an MFD (Multi-Function Device) breaks?
A: Inform them if they ask, but do not involve them unless necessary.
HANDLING REQUESTS AND ISSUES
Q: What should you do if an IT person asks you to fix a machine directly?
A: You should not move and say, "I can't do that. I need to get a confirmation from my shoreside management team."
Q: How should you handle a request to fix a machine while walking around the ship?
A: You should direct them to call IT and say, "I cannot touch the machine without a ticket."