CONNECT TO YOUR CORE SKILLS LEARNING

Global Technical Service Representative Minimum Learning Standards

When you have a basic understanding of a subject or field, you're better equipped to make sense of more advanced learning, topics and
ideas. You'll be able to connect the dots between different concepts and theories, and see how they all fit together.

The Learning outlined is to be used as the baseline for new TSR competencies, or as a refresh learning for more experienced TSRs.

Review our Mandatory and Optional courses for Technical Service Representatives (TSRs):

Downloadable PDF Version

INTROXER - Introduction to Xerography (M)

2.0 hours - L@X LINK

This course will provide a detailed overview of the science behind Xerography.
By the end of this course, you should be able to:
Define Xerography and its contribution to the existence of the Xerox Corporation
Describe the basic electrostatic concepts used within the Xerographic principles of operation
Explain the six steps within the Xerographic Process

 Core Competency and Safety Learning

__________________________________ TSRE101A - Electrical 101 for TSR candidates (M) SAF231 - Electrical Safety for Qualified People (M)

Xerox takes the safety of its employees very seriously, especially those who 2.0 hours - L@X LINK 1.5 hours - L@X LINK
work with live electrical equipment. There is a comprehensive program in
place to ensure that employees who work with live electrical equipment are This learning focuses on core electrical understanding, as an This is an awareness-level course on Electrical Safety intended for
properly trained and equipped to do so safely. enabler for our Xerox TSR Electrical Certification program. The Engineers, Technicians, and other Xerox employees who may work
Xerox Electrical TSR Certification Program is targeted at individuals with or near electrical equipment and who will be authorized to
__________________________________ selected for a Technical Service Representative (TSR) position who work with exposed, energized electrical components.
do not possess the basic core competencies for 'Live Electrical
Working'. Note: SAF231
Global Safety Principles: Electrical Safety 2.0 (M) should be repeated periodically. The recommendation is
every three (3) years.
0.5 hours - L@X LINK TSRBSD - TSR New to BSD and Xerox Service Documentation
Training (M)
The Learner objectives are to recall basic rules of electricity as they CompTIA A+ Core 2: Safety Procedures & Environmental Impacts
relate to electrical safety, identify actions to take in an electricity- 4.0 hours - L@X LINK (O)
related emergency, recognize common electrical hazards, and
describe methods to reduce or eliminate electrical hazards. This training will enable the TSR to understand how a typical Xerox 1.0 hours - L@X LINK
Service Manual is organized and understand the basic Service Call
and Call Flow procedures. The training will demonstrate how to In this course, you'll learn when and where to use electrostatic
use these procedures and the Block Schematic Diagrams (BSDs) to discharge straps, mats, and bags. Explore personal safety measures,
effectively diagnose and repair faults. including disconnecting power before repairing a PC, lifting
techniques, electrical fire safety, safety goggles, and air filtration
masks.

 Core Print Technology Learning

INTROXER - Introduction to Xerography (M) S009131 - Color Laser / LED Technology Service Training (M)

To reflect the Xerox goal to constantly update learning for 2.0 hours - L@X LINK 20 mins - L@X LINK
employee development, check this section regularly for new
updated TSR technology skills learning, which will be announced
This course will provide a detailed overview of the science behind Upon completion of this course you will have a foundational
throughout 2023.
Xerography. understanding of the theory of operation for color laser and LED
By the end of this course, you should be able to: printing
Define Xerography and its contribution to the existence of
the Xerox Corporation
CompTIA A+ 220-1001: Printers (M) CompTIA A+ Core 1: Multifunction Devices & Printer
Describe the basic electrostatic concepts used within the
Consumables (O)
Xerographic principles of operation
1.0 hours - L@X LINK Explain the six steps within the Xerographic Process
1.5 hours - L@X LINK
Explore all types of printers, such as laser, inkjet, thermal, impact,
virtual, 3D, and also print drivers, and connection options used CLR101 - Color Fundamentals - Self Study (M) A multifunction device delivers many functions such as print, fax,
when installing a printer. This course covers the following: scan, and copy capabilities, which would otherwise be carried out
components of a laser printer, such as imaging drum, fuser 1.0 hours - L@X LINK by separate devices. Learn about multifunction devices, how to
assembly, transfer belt, rollers, separate pads, and duplexing unbox a device, and set up location considerations. Discover how
assembly; the laser printer imaging process, developing, This is a self-paced field learning course designed to teach the to select appropriate drivers for a given OS such as Printer Control
transferring, fusing, and cleaning; routine maintenance tasks such basics of color so that you will be able to sell and support Xerox Language (PCL) and PostScript, and explore USB, Ethernet, and
as toner replacement, maintenance kit application, and calibration; color solutions. This course will provide an overview of color wireless device connectivity options.
inkjet printer components, including ink cartridge, print head, roller, science, color page design, color management, and color
feeder, carriage, and belt; how to calibrate and maintain an inkjet separation technologies.
printer including replacing cartridges and clearing jams;
components of a thermal printer including the feed assembly,
heating element, and special thermal paper; and thermal printer
maintenance tasks such as replacing paper, cleaning heating
elements, and removing debris.
 Print Controller Learning

XATPNTF - Xerox Atlantis Platform Service Training (M) VERS1SV - Xerox VersaLink Family Controller TSR (M) FFPSSP1 - FreeFlow Print Server for Service Providers (O)

3.5 hours - L@X LINK 3.0 hours - L@X LINK 2.5 hours - L@X LINK

This program provides information about the Atlantis Platform with After completing this course, you will have a good understanding This course will help Service Providers restore FreeFlow Print Server
software version 3.x to help TSRs, Service Providers, and Remote of the Xerox VersaLink 1.0 and 1.1 controller software. You will be (FFPS) to a working system, capture logs and perform essential
Support personnel service and resolve printer problems more trained to use the correct service tools, manuals, diagnostics, and configuration requirements.
efficiently. procedures to support products enabled with this controller
software
FLPTS - EFI Fiery Learning Path Version 2.0 For TSRs (O)

4.0 hours - L@X LINK

This Learning Path for Xerox service provides access to EFI tools,
training resources and online Fiery training courses. Completion of
the courses will increase your productivity and optimize your
abilities to support Fiery products and software options.

 Digital Skills Learning

NWBASICS - Xerox Introduction to Basic Network Features (M) RSSSW1C - Remote Technical Support - Software Call Handling NWPING - Network - Introduction to PING Video (O)
Skills (O)
40 mins - L@X LINK 4 mins - L@X LINK
2.0 hours - L@X LINK
This course provides fundamental training to introduce to you the This video provides an overview of the PING application.
common basic network features that you will encounter when This course will help remote support personnel identify and resolve
configuring a Xerox multifunctional device and some basic tools common software faults during remote technical support calls. This
and steps to troubleshooting network issues. course focuses on problem identification strategies to resolve or NWTCPIP - Network - Introduction to TCPIP Video (O)
route the call quickly for resolution.
5 mins - L@X LINK

CompTIA A+ Core 1: Networking Fundamentals (O) This video provides an overview of TCP/IP and how to access its
Note:​​Learning & Development recommend that all new TSRs are
settings.
supported by their Line Manager to undertake and complete
1.5 hours - L@X LINK
CompTIA A+ certification learning.
In order for computers to be able to exchange data and share NWMACA - Network - Introduction to MAC Addresses Video (O)
Full certification learning is available here
resources with each other, they must be interconnected in some
5 mins - L@X LINK
fashion. This is referred to as computer networking. Explore
computer networking fundamentals, including TCP and user
datagram protocol (UDP) ports, and review common networking This video provides an overview of the MAC address.
hardware devices. Examine the differences between hubs and
bridges. Discover when to use a network switch and how a router
can protect a system.

 Tools & Troubleshooting Learning

CAREARTSR - Using CareAR for Visual Remote Support, for CAREAR01 - CareAR Assist User Learning (M) CompTIA A+ Core 1: Troubleshooting & Resolving Printer
Technical Service Representatives (M) Issues (M)
0.5 hours - L@X LINK
0.5 hours - L@X LINK 1.33 hours - L@X LINK
This course will enable learners to download, install and use the
This video learning module includes guidance for the TSR on how 'CareAR Assist' Application. It utilizes live demonstrations examples Start by exploring basic troubleshooting considerations for printers,
to integrate CareAR Assist into their Total Call Process to improve of typical CareAR sessions and provides the training & tools including typical issues like paper jams or print quality problems.
their remote solve performance and will enable learners to host needed to utilize the Application Investigate potential driver compatibility issues and learn how to
and participate in CareAR Assist sessions to reduce the time to interpret error codes. Find out why firmware updates are required
resolve an issue and how they can resolve certain issues.
CAREAR01A - CareAR Assist Update (O)

15 mins - L@X LINK

This course includes updates to CareAR Assist version 21.05.001

CAREAR01B - CareAR Assist Update 2 (O)

0.75 hours - L@X LINK

This course includes updates to CareAR version 21.06 and will