Zeiss humphrey HFA II-i series, Руководство по обслуживанию на месте

Страница: 353 / 521

Page 4 GEN-004B
Solving Intermittent Non-Duplicable Failures
These failures present the greatest difficulty to the Field Support Engineer. The most effective
means for resolving these types of problems requires careful thought and the utilization of all
available resources that the Field Support Engineer possesses. It is important that before replacing
an assembly, good solid rationale for its replacement be developed and a backup plan devised in
case replacement of the assembly does not affect the symptom. It is best NOT to replace any
hardware until solid rationale for replacement is clearly evident. Once an assembly is replaced by a
Field Support Engineer, the customer's expectations are set for a hardware resolution to the
problem. This can prove to be a handicap. A good sequence to follow for resolving intermittent
non-duplicable problems is:
1) Analyze the service history in detail. Look for trends or the possibility of a previous repair
inducing the problem.
2) Query the operator(s) at length for any other clues such as:
► Times of failures;
► More failures with certain operators.
3) Watch the operators set up, use, and store the instrument.
4) Check all Service Bulletins.
5) Contact other Field Support Engineers involved in previous repairs.
6) Look at the operating environment - static, power, grounding, temperature or rate of
temperature change, humidity, etc.
7) Contact your Technical Support Specialists.
8) Keep a record of everything you've done to solve the problem.
9) Document the customer service report. Record what you feel should happen if the problem
returns. This will help a different Field Support Engineer in the resolution of the problem.
10) Give the customer a thorough update on the situation.
11) Educate the customer on logging pertinent information that may benefit a Field Support
Engineer should the problem return. Often, engaging the customer in the pursuit of a solution
emphasizes the difficulty of the situation. In some instances, the customer may welcome the
feeling of being involved in resolution of the problem.