Skill: Diagnose Any Problem, Advise Customers
Skill level: 5
Organisational
Learning Objective
Develop the ability to identify faults in automated systems, evaluate repair vs replacement options, and communicate clear, balanced advice to the customer — taking into account technical, financial, and relational factors.
1. Overview
Your role isn’t just to fix — it’s to advise. Correct diagnosis and clear communication ensure:
Accurate identification of faults
Options presented fairly (repair, upgrade, replacement)
Compliance with safety regulations
Informed customer decisions
Strong professional reputation
2. Tools & Materials Required
Multimeter, test lamps, or diagnostic tools
Screwdrivers, spanners, drills (basic repair kit)
Replacement parts (photocells, relays, fuses)
PPE: gloves, goggles, ear protection
Camera/phone for site photos
Job sheets and Clik software for reporting
Safety signage and cones (if working roadside)
3. Before You Start (Design and Planning)
Gather system history from customer (“Has it happened before?”).
Establish customer’s main priority (cheapest fix, long-term reliability, full upgrade).
Assess age and compliance of the system (>10 years may be obsolete or unsafe).
Consider safety standards for gates, wiring, or CCTV coverage.
Check whether replacement parts are available.
Balance cost vs lifespan of repair.
4. Procedure
A. On Site Diagnosis
Inspect and test the faulty system (mechanical, electrical, or software).
Check power supplies, connections, and environment (water ingress, damage, wear).
Document findings with notes and photos.
B. Customer Consultation
Ask clear questions about requirements and future plans.
Explain options: quick fix, long-term fix, or full upgrade.
Give pros/cons of each option, including warranty implications.
C. Recommendation
Provide 2–3 realistic solutions:
Quick fix (e.g. replace faulty photocell)
Long-term fix (e.g. rewire or replace sensor set)
Full upgrade (e.g. replace obsolete system)Advise what you would do if it were your own gate/property.
D. Reporting and Quoting
Enter findings into Clik (fault, cause, actions, parts, time estimate).
Add safety concerns, photos, and customer preferences.
Provide a clear quote with time and cost ranges.
5. Best Practices
Always give multiple options (short-, medium-, long-term).
Document everything (fault, risks, recommendations).
Use simple, clear language with customers.
Be transparent about costs, delays, and warranty terms.
Ensure any temporary fix is safe and documented.
6. Common Mistakes to Avoid
🚫 Replacing a part without finding root cause
🚫 Not asking about customer’s plans (moving, renting, upgrading)
🚫 Leaving unsafe systems without disclaimer
🚫 Offering only one solution
🚫 Ignoring compliance and safety standards
🚫 Failing to record findings in Clik with photos
7. Safety Information
Relevant SSOW References:
SSOW-01: Electrical Safety and Isolation
SSOW-02: Hand and Power Tool Safety
SSOW-06: Working at Height (if accessing cameras)
SSOW-09: Painting, Solvents, and Hazardous Substances (if surface prep involved)
SSOW-10: Lone Working and Customer Premises
SSOW-11: PPE – Gloves, Goggles, Respiratory Protection
SSOW-12: Working Safely in Driveways and Public Areas