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Model CurriculumMobile Phone Hardware Repair TechnicianSECTOR:SUB-SECTOR:OCCUPATION:REF. ID:NSQF LEVEL:ELECTRONICSCOMMUNICATION & BROADCASTINGAFTER SALES SERVICEELE/Q8104 VERSION 1.04

TABLE OF CONTENTS1. Curriculum012. Trainer Prerequisites103. Annexure: Assessment Criteria11

Mobile Phone HardwareRepair TechnicianCURRICULUM / SYLLABUSThis program is aimed at training candidates for the job of a “Mobile Phone Hardware Repair Technician”, in the“Electronics” Sector/Industry and aims at building the following key competencies amongst the learnerProgram NameQualification Pack Name &Reference ID. IDMobile Phone Hardware Repair TechnicianMobile Phone Hardware Repair Technician ELE/Q8104Version No.1.0Pre-requisites to Training10th standard passedTraining Outcomes1. Receiving procedure of the faulty Mobile Phone: Understanding the Procedureto receive the faulty Mobile Handsets from the Customer2. Diagnose the Problem of the Faulty Mobile Phone: Understanding the possibleproblems talking with the Customer and using diagnostic tools.3. Arrangement of Tools and Necessary Parts to Repair the Mobile Phone:Understanding the Tools and Parts Required to Repair the Faulty Mobile Phone.4. Repair the Hardware of the Faulty Mobile Phone: Understanding the RepairingTechniques of the Faulty Mobile Phone using tools and equipments.5. Repair the Software of the Faulty Mobile Phone: Understanding the RepairingTechniques of the Faulty Mobile Phone using various Software.6. Testing the Repaired Mobile phone: Understanding the procedure to test theRepaired Mobile Phone.7. Co-ordinating with Colleagues: Understanding the procedures to Co-ordinatewith colleagues based on the Company Policy.8. Safety Procedures: Understanding to maintain the safety Procedures to Maintainthe safe working environment as per the standard.Mobile Phone Hardware Repair TechniciaVersion Update Date2015-12-091

This course encompasses 4 out of 4 National Occupational Standards (NOS) of Mobile Phone Hardware RepairTechnician Qualification Pack issued by Electronic Sector Skill Council of India.Sr. No.1ModuleInteract with customerand perform front endrepairTheory Duration(hh:mm)10:00Practical Duration(hh:mm)10:00Corresponding NOSCodeELE/N8106Mobile Phone Hardware Repair TechniciaKey Learning OutcomesEngaging with customers1. Receive the customers andgreet them as per company’snorms2. Follow behavioral etiquetteswhile interacting withcustomers3. Ensure the customers arecomfortable in the store4. Communicate in the languagewhich the customers arecomfortable with5. Understand the profile of thecustomers and offer service6. Inform about repair charges andwarranty applicableUnderstanding the complaint7. Interact with customers tounderstand the customer’spurpose of visit such as repair ofphone, purchase of accessories,software upload, collection ofrepaired phone8. listen to customers andunderstand the customer levelcomplaint such as display notworking, not switching on9. Interrogate the customers toassess the cause of problemsuch as physical damage,uploading of any unauthorizedsoftware or application10. Decide on the action to beperformed, i.e., front end repairor hardware level repair isrequired11. Inform customers about thetime taken and estimated costfor hardware level repair12. Provide document to customersfor collecting the device afterrepairDocumenting on computer13. Use the system to identify thewarranty coverage of the MobilePhone and other terms andconditionsEquipment Required1.Computer2. Diagnostics tools3. CRM software4. Company Manual5. Complain Book6. Receive Register2

Sr. No.ModuleMobile Phone Hardware Repair TechniciaKey Learning Outcomes14. Understand the customerrelationship management policyof the mobile brand and informcustomers about them15. log into customer portal andenter the details of thecustomer and other details suchas phone model, complaints,warranty coverage16. Understand and use theinteractive ERP system of thecompany and enter appropriatedetails17. Use the system to prepareinvoice, stock management,order placement, accessoriesavailability, etc.Performing front end repair18. Identify problem and decide theaction to be taken19. Upload only licensed and brandapproved applications as percustomer requirement usingsystem20. Understand the application andsoftware compatibility with theMobile Phone and suggest tocustomers accordingly21. Check the accessories andperform a demo with thecustomer to ensure theirfunctionality (chargers, SD card,etc)22. Open the panel of the MobilePhone without damaging them23. Replace the parts such asbattery and clean the inner partsof the phone24. Ensure the functionality of thereplaced part25. Provide necessary details on thewarranty, terms and conditionsof the replaced parts26. Educate customers on effectiveusage of Mobile Phone to savebattery and to avoid any repeatproblemInteracting with superior andmeeting target27. Understand the workrequirement from superior,periodically28. Report to superior on the workEquipment Required3

Sr. No.Module2Repair and rectify thefaults in Mobile PhoneTheory Duration(hh:mm)36:00Practical Duration(hh:mm)97:00Corresponding NOSCodeELE/N8107Mobile Phone Hardware Repair TechniciaKey Learning Outcomescompleted29. Seek technical assistance fromsuperior whenever required30. Document the work completedon the company ERP softwarefor tracking and futurereferencesFollowing standard repairprocedure1. Follow the standard procedureas documented by the MobilePhone brand for each model2. Take anti static precautionsbefore work and wear ESD wriststraps or aprons3. Follow standard operatingprocedure while handlinghardware modules such ashandling KLOB with ESDstandards4. Use recommended tools forspecific operation suggested bythe brand5. Maintain zero-material defectduring material handling byfollowing standard operatingprocedureAssembling and disassemblingthe Mobile Phone6. Open the outer panel of theMobile Phone using metal /plastic case opening tools7. Use the brand recommendedscrewdrivers to remove thescrews to open the inner casing8. locate the connectors andrelease them to remove themotherboard from the device9. Use hot air gun and otherdevices to remove the LCDscreen from the panel10. Follow similar process and useappropriate tools to assemblethe Mobile PhoneDiagnosing the problem11. Understand the customer levelcomplaint and confirm the issue12. Take preventive measures andidentify if there are any otherissues in the Mobile PhoneEquipment 18.19.SMD REWARK STATION.SOLDERING IRON 10Wt.MICRO SOLDERING IRON WITHTEMP CONTROL.BGA KIT.PPD PASTE.SOLDER WIRE.PCB HOLDER.JUMPER WIRE.ULTASONIC PCB CLEANER.MULTI SCREW DRIVE SET.T-4,T-5 SCREW DRIVER SET.MOBILE OPENER.ANTI STATIC MAT.MAGNIFYING LAMP.BATTARY BOOSTER.MULTI CHARGER.COMPUTER WITH FLASHINGUNIT.FLASHING CABLES.MOBILE PCB OF DIFFERENTMODELS .4

Sr. No.ModuleMobile Phone Hardware Repair TechniciaKey Learning Outcomes13. Use the self diagnostic tools(similar to power on self test(POST) card) to performstandard diagnosis process andensure functionality of differentparts of the device14. Follow the standard diagnosticprocedure as documented bythe Mobile Phone brand foreach model15. Check the recently installedapplication or software andverify the compatibility of thesoftware with the Mobile PhoneFixing the software16. Check the recently installedapplication or software andverify the compatibility of thesoftware with the Mobile Phone17. Uninstall the applications that isnot compatible or creatingissues in the Mobile Phone18. Install the licensed andauthorized software’s to resolveissues and suiting thecustomer’s requirementRepairing the component ormodule19. Understand the scope ofcomponent level of repair assuggested by the brand20. Estimate the cost of repair andverify if it is with in BeyondEconomic Repair (BER)21. Heat the singled out componentusing hot air gun to melt thesolder joints and remove fromKLOB22. Clean the board by melting theold solder and removing23 .Place the new componentprecisely on the board atspecified location24. Solder the component on theKLOB using soldering stations25. Ensure the soldering is properand the component is fixed asper the specification26. Operate automated BGA (ballgrid array) work station toprecisely remove the chip fromthe board and repair themEquipment Required5

Sr. No.ModuleMobile Phone Hardware Repair TechniciaKey Learning Outcomes27. Perform reballing function bydismantling, heating the chip tobe removed from the board,remove the solder remains, putnew solder balls, place the chipand solder them with the KLOB28. Check for functioning of thehardware after repairing29. Ensure that there is no damageof KLOB while removal andfixing of SMD components30. Ensure other components arenot damaged while using hot airgun for removal of a componentwhich could cause damage31. Ensure adequate soldering forfixing the component and nofurther rework is requiredReplacing faulty component32. Receive spare module /component from stores33. Identify and decide on replacingthe module or component asthe appropriate solution34. Take adequate measures andfollow procedures whenreplacing expensive or delicatecomponents such as LCD35. Ensure that cost of replacing isjustified as the repair cost isbeyond economic repair (BER)36. Ensure that replaced module orcomponent is working and nofurther rework is requiredUsing equipment37. Identify and use appropriatetools and manuals for repairingthe specific issue38. Prevent any accidents whilehandling hazardous tools39. Achieve results usingappropriate tools for specificrework activity40. Maintain zero-material defectduring material handling byfollowing standard operatingprocedure for tools handlingSeeking assistance on unresolvedfaults41. Seek technical assistance fromengineer on faults that cannotbe fixedEquipment Required6

Sr. No.3ModuleCoordinate withcolleaguesTheory Duration(hh:mm)10:00Practical Duration(hh:mm)10:00Corresponding NOSCodeELE/N9909Mobile Phone Hardware Repair TechniciaKey Learning Outcomes42. Receive instruction fromengineers on use of specifictools or new repair processes43. Discuss with superior if the costestimate is found to be BeyondEconomic repair (BER) and takerecommended action44. Coordinate with superior forperforming quality check on therepaired moduleReporting and achievingproductivity target45. Report on the work load andcompletion status46. Submit the appropriatedocumentation on completionof task assigned47. Document the work completedon the company ERP softwarefor tracking and futurereferences48. Achieve 100% daily and weeklytarget of number of repairs49. Meet the target of quality as perthe Service Level Agreement (SLA) ofthe brand and avoid rework50. Repair within the turnaroundtime (TAT) and deliver themInteracting with supervisor1. Understand and assess workrequirements2. Understand the targets andincentives3. Understand new operatingprocedures and constraints4. Report problems in the field5. Resolve personnel issues6. Receive feedback on workstandards and customersatisfaction7. Communicate any potentialhazards at a particular location8. Meet given targets9. Deliver work of expected qualitydespite constraints10. Receive positive feedback onbehaviour and attitude shownduring interactionCoordinating with colleagues11. Interact with colleagues fromdifferent functions andunderstand the nature of theirEquipment RequiredN/A7