Service Engineers (also called "SEs") continually provide on-site support day and night to ensure that customers can use products with peace of mind. Since 2008, Roland DG has sponsored a competition for all SEs residing in Japan with the goal of motivating our customer-oriented SEs to consistently provide even higher-quality service and support.
Marking its 5th year, the 2013 event was opened up to SEs around the world to enhance Roland DG Care activities on a global level. Twenty elite SEs were gathered at the company's headquarters in Hamamatsu, having been selected not only from within Japan but also by Roland DG's sales subsidiaries all around the world. The participating SEs looked seriously at each challenge as they competed for the world championship title, demonstrating the full range of abilities and knowledge they have cultivated in their daily work.
Event dates: October 28 - 30, 2013
Judges' criteria: Judging was carried out in a variety of ways that examined each SE's mastery of key service procedures, ranging from print head replacements to restoration of broken products. In addition, a timed written exam was given testing their knowledge of Roland hardware and software technologies.
This test evaluated the SE's skills related to replacing an inkjet print head. Through this competition, elite SEs from around the world demonstrated their skills, with entrants also joining in the judging process.
This challenge required SEs to quickly analyze the causes behind a printer breakdown and to restore the printer to its normal state — all the while keeping in mind the high impact this downtime can have on any given customer.
Ten difficult questions were proposed on all aspects of Roland technology, testing the SE's broad knowledge of our hardware and software in the strictest controlled setting, with just 10 minutes in which to solve each problem.
The awards ceremony was held inside a nearby hotel on the banks of Lake Hamana. As well as giving awards to the overall champion, runner-up and third-place finalist, commemorative shields were given to all of the entrants who took part in this year's competition.