Japan-based Roland DG Corp., a manufacturer of wide-format printers, cutters and engraving devices, announces that it has enhanced its certification program for service engineers-known within the company as SEs-that repair and maintain the company’s products.
Roland DG operates a program of certifying highly skilled and knowledgeable SEs as Roland DG Care Certified Service Engineers; this provides its customers around the world high-quality, standardized maintenance services.
Up to now, certification had been based on the results of internal testing and completion of training courses. The new program places a larger focus on the quality of the SEs’ daily activities and their professionalism, and it includes a point-based evaluation scale to ensure more objective certifications.
The new system is a cloud-based customer relationship management application that is used to collect data such as customer satisfaction regarding maintenance work and resolution time for addressing customer issues; those results are then converted into points. These points are combined with the points accrued from training history and results of Roland DG Academy Online for service engineers, an online learning platform for SEs that was launched prior to the release of the new certification program.
SEs who achieve the required total points are then certified as Roland DG Care Certified Service Engineers. The acquired points are also used to select participants for the Global SE Awards, a worldwide competition for Roland DG SEs.