Presents
The
Master Technician 2000
Program
A program for the development of expert level technicians
engaged in the support of NEC IVS 2000 systems
June 6, 1997
Important Notice
The terms and conditions of the Master Technician 2000 program may be changed without prior notice and the entire program may be terminated at the sole discretion of NEC America, Inc., the Corporate Networks Group.
Introduction
Product Training and Education is the cornerstone of a successful plan for the support of any technologically advanced product. Presently a variety of instructor-led courses and multimedia-based materials are being offered by the CNG Product Education and Training department. In general, these offerings are adequate for routine situations arising during the installation and maintenance of our products.
There are circumstances, however, when a higher level of expertise is required on the part of the field tech. These situations may be related to the interoperability of CNG equipment with that of other manufacturers; the need to use sophisticated test equipment; or the efforts to introduce and support new technologies. To cope with these complex issues, the field tech needs to be empowered with technical knowledge well above that acquired in standard training courses. She or he must become a Master Tech.
In recognition of this need for superior expertise, CNG is initiating the Master Technician 2000 program aimed at developing field experts for the IVS 2000 product line. This program was developed jointly by CNG and the NEC Dealer Council's Training Committee, based on a survey sent out to members of the North American Dealers Association.
Program Description
Scope:
The program encompasses all aspects of technical support for the IVS 2000 product line
Goal:
It is the goal of the program to elevate the technical support of the product to the highest level possible, through the intensive and continual product education of selected qualified individuals representing CNG Associates.
Objectives:
Benefits of Master Technician 2000 certification:
Being a Master Technician 2000 means being able to solve a large variety of complex problems independently and offering leadership to other techs in the organization. This, in turn, means better service for the end user and lower costs for the Associate. Other benefits:
Tuition and Fees:
Candidate Selection Criteria:
The Certification Process
Upon application for the Master Technician 2000 program, the candidate, once accepted, will attend a specially designed course (see Exhibit C) culminating in a comprehensive oral and written examination. Failure to obtain the grade level necessary for certification will result in the sponsoring Associate being billed the full tuition for the course.
If the sponsoring Associate has also opted for the Train-the-Trainer certification, the candidate will undergo additional training and testing, with emphasis on teaching skills. Use of the Instructor License is subject to certain terms and conditions (see Exhibit D).
Availability
The Master Technician 2000 program will be available in October, 1997. The schedule of Master Technician 2000 classes will be posted on the Internet in August, 1997 with application availability via the CNG Internet Enrollment Program in August.
Conclusion
By working together, CNG and its Associates have the opportunity to improve their joint ability to support the IVS 2000 product line. The creation of the Master Technician 2000 will reduce product support costs for both Associates and CNG and will dramatically increase customer satisfaction.
Exhibit A
Master Technician 2000 Course Fees and Tuition
Administrative Fees
Students enrolled in the Master Technician 2000 program will be charged an administrative fee of $250.00. This fee will include all appropriate training materials. Use of co-op funds is acceptable.
Course Tuition
The tuition for the 12 day training program is $3,600. This tuition is waived for the first successful candidate from each one of the participating Associates. Use of co-op funds is acceptable.
Exhibit B
Master Technician 2000 Candidate Selection Criteria
1. Candidates must already be certified on all IVS 2000 subjects for which CNG offers courses (whether instructor-led or multimedia-based), except IVS 2000 WCS and TSAPI, and must have graduated from the respective courses with scores of 90% or better
2. Candidates must have a minimum of one year certified field experience on installation and maintenance of the IVS 2000 PBX
3. Candidates must be proficient in the use of PCs (DOS, Windows, communications, ports, modems, etc.)
Exhibit C
Proposed Master Technician 2000 Course Outline
(Actual curriculum will be jointly developed by NECAM and Dealer Council Training Committee)
LECTURE AND LAB NUMBER OF DAYS
PBX Trunking Options
T1 Theory
T1 Data
Synchronous
T1 Testers
LCR (Complex LCR programming)
Open and Closed Numbering Plans for Networks
CCIS
Line Memory
Trunk Memory
Line Status Memory
MP to AP Trace set up
MP to AP Trace decoding
CCIS MP - AP Trace
CPU occupancy readout command
Register cards (DTMF, FSK, MF)
PRI lecture
BRI lecture and lab
BRI Testers
Determine where the problem is located
Database programming problems
Hardware failure
Written Test - Essay
Lab - Assemble the IVS and program advanced features
Find trouble and fix (may be hardware or programming fault)
_______________________________________________________________________
Total Number of Days: 12
Exhibit D
Master Technician 2000 Train-the-Trainer Terms and Conditions
Training License Fee
The successful graduate of the Train-the-Trainer course will not be charged an annual license fee. Renewal of instructor certification is subject to auditing by CNG.
Administrative Fees