Support Services - What is required
The Support Services industry has become increasingly important within the Photo Imaging sector due to the huge technological changes that have taken place in the last decade.
The current and ever increasing use of digital equipment requires a dedicated infrastructure to support the wide range of imaging and photographic products now available. Even the simplest products utilise sophisticated electronics, requiring specialised knowledge and technical ability for maintenance and support when any problems arise. Specialist Support Services roles have been developed to meet these needs, because such knowledge is normally beyond the remit of the average photographer or technician.
The increase in the number of volume driven retail outlets, resulting in the reduction of specialist in-store staff, is also an important factor in the growth of the Support Services industry.
Support Service facilities cover three key areas:
- Technical Support
- Individual Product Repair
- Product Returns Management
Within these areas, the following roles have been identified:
- Technical Support Engineers
- Product Repair Engineers
- Product Returns Management Technicians
Practitioners in all these roles need specialist skills, and knowledge of a range of equipment and processes, and there may be some cross over in terms of personnel. Inevitably, as there is interaction between the roles, and with the public, effective communication skills are as important as technical knowledge and experience. In all cases, training is generally provided on the job, with product specific training provided by manufacturers and suppliers.
