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Mobile Phone Hardware Repair Technician
Model Curriculum Mobile Phone Hardware Repair Technician
SECTOR: ELECTRONICS
SUB-SECTOR: COMMUNICATIONS AND BROADCASTING
OCCUPATION: AFTER SALES SERVICE
REF ID: PWD/ELE/Q8104 VERSION 1.0
NSQF LEVEL: 4
Model Curriculum Aligned
for
Persons with Speech and Hearing Impairment
E004
Mobile Phone Hardware Repair Technician
Mobile Phone Hardware Repair Technician
Table of Contents
Curriculum 01
Trainer Pre-requisites 12
Annexure: Assessment Criteria 13
Accommodation Guidelines recommended for Inclusive Trainers 21
Mobile Phone Hardware Repair Technician 1
MOBILE PHONE HARDWARE REPAIR
TECHNICIAN CURRICULUM / SYLLABUS
Program Name Mobile Phone Hardware Repair Technician
Qualification Pack
Name & Ref. ID PWD/ELE/Q8104, VERSION 1.0
Version No. 1.0 Version Update Date 23/7/2018
Pre-requisites to
Training
10th Pass (Min. Education qualification changed from I.T.I to 10th Class
only for SCPwD)
Training Outcomes
After completing this programme, participants will be able to
Receiving procedure of the faulty Mobile Phone:
Understanding the Procedure to receive the faulty Mobile
Handsets from the Customer
Diagnose the Problem of the Faulty Mobile Phone:
Understanding the possible problems talking with the Customer
and using diagnostic tools.
Arrangement of Tools and Necessary Parts to Repair the
Mobile Phone: Understanding the Tools and Parts Required to
Repair the Faulty Mobile Phone
Repair the Hardware of the Faulty Mobile Phone:
Understanding the Repairing Techniques of the Faulty Mobile
Phone using tools and equipment.
Repair the Software of the Faulty Mobile Phone: Understanding
the Repairing Techniques of the Faulty Mobile Phone using various
Software.
Testing the Repaired Mobile phone: Understanding the
procedure to test the Repaired Mobile Phone.
Co-ordinating with Colleagues: Understanding the procedures
to Coordinate with colleagues based on the Company Policy.
Safety Procedures: Understanding to maintain the safety
Procedures to Maintain the safe working environment as per the
standard.
Mobile Phone Hardware Repair Technician 2
This course encompasses 4 out of 4 National Occupational Standards (NOS) of “Mobile Phone Hardware
Repair Technician” Qualification Pack issued by “Electronic Sector Skill Council”. The Curriculum is
Aligned by “Skill Council for Persons with Disability” for Persons with Speech and Hearing Disability.
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
1. Communication
and fluency in ISL
Theory Duration
(hh:mm)
15:00
Practical Duration
(hh:mm)
15:00
Corresponding
NOS
Bridge Module
(PwD)
Identify features of Indian Sign Language
Use finger spelling
Identify 100 signs in ISL essential for
communication such as greetings and
sharing information about self and others.
Demonstrate numbers and currency in ISL
Demonstrate using sign language:
o Objective of the training
o Tools and technology required for
training.
LCD TV, Visual
curricula,
computer and
White board
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
2. Foundation Course
in English
Theory Duration
(hh:mm)
25:00
Practical Duration
(hh:mm)
15:00
Corresponding
NOS
Bridge Module
(PwD)
Identify different parts of a sentence
Identify minimum 500 English words to
build vocabulary
Write short English sentences (Maximum 6
words per sentence)
Use written communication to express
feelings, concerns and queries.
Describe themselves in written using short
sentences.
LCD TV, Visual
curricula,
computer and
White board
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
Any of following tools may
be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
3. Developing
Keyboarding skills
Theory Duration
(hh:mm)
00:00
Practical Duration
(hh:mm)
20:00
Demonstrate eye-hand coordination
Demonstrate speed and accuracy in typing
Identify functions of QWERTY keyboard
Change fonts and shortcut keys
LCD TV, Visual
curricula,
computer and
White board
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Mobile Phone Hardware Repair Technician 3
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
Corresponding
NOS
Bridge Module
Captions 2020
Closed Capp
Let’s Talk
4. Understanding Self
and Environment
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
00:00
Corresponding
NOS
Bridge Module
(PwD)
Demonstrate social etiquette towards
seniors & colleagues
Complete the task assigned in its
designated time
Identify their strengths and weaknesses
with respect to work
Identify ways to reduce stress.
Distinguish sympathy from empathy
Identify the characteristics of a good
worker
Identify and recommend ways to improve
work
Distinguish individual task from a group
task.
Identify the designated person to seek
assistance from in case of an emergency
LCD TV, Visual
curricula, computer
and White board
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
5. Work related
training
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
00:00
Corresponding
NOS
Bridge Module
(PwD)
List 40-50 words associated with
Agriculture and Allied sectors.
Comply to the HR policy and rules
Identify different positions in the
organizational structures.
Identify the right attire suitable for the
workplace
LCD TV, Visual
curricula,
computer and
White board
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
6 Interact with
customer and
perform front-end
repair
Theory Duration
(hh:mm)
Engaging with customers
1 Receive the customers and greet them
as per company’s norms
2 Follow behavioural etiquettes while
interacting with customers
3 Ensure the customers are comfortable
in the store
Computer
Diagnostics tools
CRM software
Company
Manual
Complain Book
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Mobile Phone Hardware Repair Technician 4
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
45:00
Practical Duration
(hh:mm)
45:00
Corresponding
NOS Code
ELE/N8106
4 Communicate in the language which the
customers are comfortable with
5 Understand the profile of the customers
and offer service
6 Inform about repair charges and
warranty applicable
Understanding the complaint
7 Interact with customers to understand
the customer’s purpose of visit such as
repair of phone, purchase of
accessories, software upload, collection
of repaired phone
8 listen to customers and understand the
customer level complaint such as
display not working, not switching on
9 Interrogate the customers to assess the
cause of problem such as physical
damage, uploading of any unauthorized
software or application
10 Decide on the action to be performed,
i.e., front end repair or hardware level
repair is required
11 Inform customers about the time taken
and estimated cost for hardware level
repair
12 Provide document to customers for
collecting the device after repair
Documenting on computer
13 Use the system to identify the warranty
coverage of the Mobile Phone and other
terms and conditions
14 Understand the customer relationship
management policy of the mobile brand
and inform customers about them
15 log into customer portal and enter the
details of the customer and other details
such as phone model, complaints,
warranty coverage
16 Understand and use the interactive
ERP system of the company and enter
appropriate details
Receive Register Closed Capp
Let’s Talk
Indian Sign Language
(ISL) Interpreter is
mandatory for both
theory and practical
sessions
Requirement on the
basis of mode of
teaching:
Oral: Indian Sign
Language (ISL)
Interpreter will be
able to facilitate the
communication.
Written: Make sure
that the language of
the text is simple and
easy to understand.
Using a Projector:
Make sure that the
video is well
captioned.
On a White Board:
The trainer should
not write on the
board while speaking
else the Person with
Speech and Hearing
Impairment won’t be
able to lip read.
Self-Learning
Material: The Person
with Speech and
Hearing Impairment
can also refer to the
SLMs prepared in
the form of videos by
SCPwD for skill
training such
candidates.
Mobile Phone Hardware Repair Technician 5
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
17 Use the system to prepare invoice,
stock management, order placement,
accessories availability, etc.
Performing front end repair
18 Identify problem and decide the action
to be taken
19 Upload only licensed and brand
approved applications as per customer
requirement using system
20 Understand the application and
software compatibility with the Mobile
Phone and suggest to customers
accordingly
21 Check the accessories and perform a
demo with the customer to ensure their
functionality (chargers, SD card, etc)
22 Open the panel of the Mobile Phone
without damaging them
23 Replace the parts such as battery and
clean the inner parts of the phone
24 Ensure the functionality of the replaced
part
25 Provide necessary details on the
warranty, terms and conditions of the
replaced parts
26 Educate customers on effective usage
of Mobile Phone to save battery and to
avoid any repeat problem
Interacting with superior and meeting
target
27 Understand the work requirement from
superior, periodically
28 Report to superior on the work
completed
29 Seek technical assistance from superior
whenever required
30 Document the work completed on the
company ERP software for tracking and
future references
The room should be well
lit and the Person with
Speech and Hearing
Impairment should be
given a front seat where
they can view the Trainer
and interpreter easily.
Mobile Phone Hardware Repair Technician 6
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
7 Repair and Rectify
the faults in the
mobile phone
Theory Duration
(hh:mm)
45:00
Practical Duration
(hh:mm)
45:00
Corresponding
NOS Code
ELE/N8107
Following standard repair procedure
1. Follow the standard procedure as
documented by the Mobile Phone brand
for each model
2. Take anti-static precautions before work
and wear ESD wrist straps or aprons
3. Follow standard operating procedure
while handling hardware modules such
as handling KLOB with ESD standards
4. Use recommended tools for specific
operation suggested by the brand
5. Maintain zero-material defect during
material handling by following standard
operating procedure
Assembling and disassembling the Mobile
Phone
6. Open the outer panel of the Mobile
Phone using metal / plastic case opening
tools
7. Use the brand recommended
screwdrivers to remove the screws to
open the inner casing
8. locate the connectors and release them
to remove the motherboard from the
device
9. Use hot air gun and other devices to
remove the LCD screen from the panel
10. Follow similar process and use
appropriate tools to assemble the Mobile
Phone
Diagnosing the problem
11. Understand the customer level complaint
and confirm the issue
12. Take preventive measures and identify if
there are any other issues in the Mobile
Phone
13. Use the self-diagnostic tools (similar to
power on self-test (POST) card) to
perform standard diagnosis process and
ensure functionality of different parts of
the device
SMD REWARK
STATION.
SOLDERING
IRON 10Wt.
MICRO
SOLDERING
IRON WITH
TEMP
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
FLASHING
UNIT.
FLASHING
CABLES.
MOBILE PCB OF
DIFFERENT
MODELS.
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
The requirements on the
basis of teaching
methodology have been
stated in Module 6.
The orientation to the
various components of
the machinery should be
practically demonstrated
to the candidate
The trainer should ensure
that they maintain eye
contact with the Person
with Speech Hearing
Impairment and not the
Interpreter.
Few Persons with
Speech and Hearing
Impairment can lip read.
For such candidates, the
trainer should speak in a
simple and clear
language to ensure
maximum understanding
Mobile Phone Hardware Repair Technician 7
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
14. Follow the standard diagnostic
procedure as documented by the Mobile
Phone brand for each model
15. Check the recently installed application
or software and verify the compatibility of
the software with the Mobile Phone
Fixing the software
16. Check the recently installed application
or software and verify the compatibility of
the software with the Mobile Phone
17. Uninstall the applications that is not
compatible or creating issues in the
Mobile Phone
18. Install the licensed and authorized
software’s to resolve issues and suiting
the customer’s requirement
Repairing the component or module
19. Understand the scope of component
level of repair as suggested by the brand
20. Estimate the cost of repair and verify if it
is within Beyond Economic Repair (BER)
21. Heat the singled-out component using
hot air gun to melt the solder joints and
remove from KLOB
22. Clean the board by melting the old solder
and removing
23. Place the new component precisely on
the board at specified location
24. Solder the component on the KLOB
using soldering stations
25. Ensure the soldering is proper and the
component is fixed as per the
specification
26. Operate automated BGA (ball grid array)
work station to precisely remove the chip
from the board and repair them
27. Perform reballing function by
dismantling, heating the chip to be
removed from the board, remove the
solder remains, put new solder balls,
place the chip and solder them with the
KLOB
of the Persons with
Speech and Hearing
Impairment.
All the ground rules,
instructions and general
guidelines should be
strategically pasted or
placed in the setup so
that the candidate can
read them anytime.
Make sure that all the
videos and images that
are used during
presentations are
captioned.
If some immediate
information has to be
communicated, the
trainer may give the
details to the Persons
with Speech and Hearing
Impairment in written.
Audio Induction Loop
can be used in the
classroom or Lab.
Please note that
Induction Loops are
preferred/recommended
but are NOT mandatory.
Mobile Phone Hardware Repair Technician 8
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
28. Check for functioning of the hardware
after repairing Mobile Phone
29. Ensure that there is no damage of KLOB
while removal and fixing of SMD
components
30. Ensure other components are not
damaged while using hot air gun for
removal of a component which could
cause damage
31. Ensure adequate soldering for fixing the
component and no further rework is
required
Replacing faulty component
32. Receive spare module / component from
stores
33. Identify and decide on replacing the
module or component as the appropriate
solution
34. Take adequate measures and follow
procedures when replacing expensive or
delicate components such as LCD
35. Ensure that cost of replacing is justified
as the repair cost is beyond economic
repair (BER)
36. Ensure that replaced module or
component is working and no further
rework is required
Using equipment
37. Identify and use appropriate tools and
manuals for repairing the specific issue
38. Prevent any accidents while handling
hazardous tools
39. Achieve results using appropriate tools
for specific rework activity
40. Maintain zero-material defect during
material handling by following standard
operating procedure for tools handling
Seeking assistance on unresolved faults
41. Seek technical assistance from engineer
on faults that cannot be fixed
42. Receive instruction from engineers on
use of specific tools or new repair
processes
Mobile Phone Hardware Repair Technician 9
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
43. Discuss with superior if the cost estimate
is found to be Beyond Economic repair
(BER) and take recommended action
44. Coordinate with superior for performing
quality check on the repaired module
Reporting and achieving productivity
target
45. Report on the work load and completion
status
46. Submit the appropriate documentation
on completion of task assigned
47. Document the work completed on the
company ERP software for tracking and
future references
48. Achieve 100% daily and weekly target of
number of repairs
49. Meet the target of quality as per the
Service Level Agreement (SLA) of the
brand and avoid rework
50. Repair within the turnaround time (TAT)
and deliver them
8 Co-ordinate with
Colleagues
Theory Duration
(hh:mm)
45:00
Practical Duration
(hh:mm)
45:00
Corresponding
NOS Code
ELE/N9951
Interacting with supervisor
1. Understand and assess work
requirements
2. Understand the targets and incentives
3. Understand new operating procedures
and constraints
4. Report problems in the field
5. Resolve personnel issues
6. Receive feedback on work standards
and customer satisfaction
7. Communicate any potential hazards at
a particular location
8. Meet given targets
9. Deliver work of expected quality
despite constraints
10. Receive positive feedback on
behaviour and attitude shown during
interaction
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
The requirements on the
basis of teaching
methodology have been
stated in Module 6.
Mobile Phone Hardware Repair Technician 10
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
Coordinating with colleagues
11. Interact with colleagues from different
functions and understand the nature of
their work
12. Receive spares from tool room or
stores; deposit faulty modules and
tools to stores
13. Pass on customer complaints to
colleagues in a respective
geographical area
14. Assist colleagues with resolving field
problems
15. Resolve conflicts and achieve smooth
workflow
16. Follow the company policy during
cross functional interaction
Ensure that the work
environment is
adequately lighted and
without glare that could
impede communication
Consider moving the
Person with Speech and
Hearing Impairment to a
quieter environment if
environmental noise
interferes with
communication
Arrange the work station
in such a way that the
Persons with Speech and
Hearing impairment can
readily see where
everyone is seated
around them.
9 Maintain Safe and
Secure Work
Environment
Theory Duration
(hh:mm)
45:00
Practical
Duration
(hh:mm)
45:00
Corresponding
NOS Code
ELE/N9910
Following safety measures
1. Comply with safety procedures
followed in the company
2. Take adequate safety measures while
handling hazardous materials or tools
3. Follow Electrostatic Discharge (ESD)
measures for electronic components
4. Escalate matters about hazardous
materials or things found in the
premises
5. Use safety materials such as gloves,
goggles, masks, etc.
6. adequate safety measures while on
work to prevent accidents
7. Ensure zero accidents in work
8. Avoid damage of components due to
negligence in ESD procedures
9. Ensure no loss for company due to
safety negligence
ANTISTIC MAT
ANTISTATIC
BANDs
RUBBER SHOES
Any of the following tools
may be used:
Assistive
Aid/Service
Ai-Live
Captions First
Captions 2020
Closed Capp
Let’s Talk
Indian Sign Language
(ISL) Interpreter is
mandatory for both theory
and practical sessions
The requirements on the
basis of teaching
methodology have been
stated in Module 6.
Mobile Phone Hardware Repair Technician 11
Sr.
No
Module Key Learning Outcomes Equipment Required Disability-wise Training
Tools with reference to
Expository for each
NOS
Participating in drills and workshops
10. Participate in regular safety drills for
being prepared in the event of a fire or
natural calamity
11. Help others during the drill or calamity
12. Administer basic first aid
13. Participate in company organized
games and fitness sessions such as
yoga, etc.
14. Develop good posture for working so
that long term health problems do not
arise
A safety mechanism that
may be in the form of a
red lighting bulb should
be located strategically in
the classroom or lab
setup that lights up in
case of an emergency.
The other safety
measures should be
provided to them in
written format.
Total Duration
Theory
Duration
180:00
+ 60 hours
(Additional hours
for Persons with
Speech and
Hearing
Impairment)
Practical
Duration
180:00
+ 50 hours
(Additional
hours for
Persons with
Speech and
Hearing
Impairment)
Unique Equipment Required:
Anti-Static Pad
BGA Rework Station (Automatic)
Compatible Software with variety of Handsets
Compatible Software with variety of Handsets
Compatible Software with variety of Handsets
Connecting Wires
Digital Multimeter
ESD Brush
ESD Coat
ESD Gloves
ESD Wrist Band
ESD-Safe Twizzer - Flat
ESD-Safe Twizzer – Sharp
Isopropyl Solution (IP)
LCD Opening Absorber
Magnifying Lens
Mobile Opener
Multi-Phone Charger
PCB Holder
Precision Screw Drivers
Regulated Dc Power Supply
Scrap Smart Phone
SMB Rework Station
Soldering Station
Grand Total Course Duration: 470 Hours 00 Minutes (This syllabus/ curriculum has been approved Electronics
Sector Skills Council of India
Mobile Phone Hardware Repair Technician 12
Trainer Prerequisites for Job role: “Mobile Phone Hardware Repair Technician” mapped to
Qualification Pack: “PWD/ELE/ Q8104 Version1.0
Sr. No Area Details
1 Job Description To deliver accredited training service, mapping to the curriculum detailed
above, in accordance with the Qualification Pack “PWD/ELE/Q8104
version 1.0”.
The Sign Language Interpreter for Persons with Speech and Hearing
Impairment should be fluent in ISL, have necessary knowledge, skill and
competencies to teach using ISL to Deaf persons who have nil to varying
educational qualifications. This could either be a Hearing resource or a
Deaf Person
2 Personal Attributes Aptitude for conducting training, and pre/ post work to ensure competent,
employable candidates at the end of the training. Strong communication
skills, interpersonal skills, ability to work as part of a team; a passion for
Earn and keep oneself updated with the latest in the mentioned field quality
and for developing others; well-organized and focused, eager to learn
Sign Language Interpreter should have necessary patience, empathy
and sensitivity towards Persons with Speech and Hearing Impairment and
should also be proficient in ISL
3 Minimum Educational
Qualifications
12th Standard Pass with 2 Years Industry Experience.
4a Domain Certification Certified for Job Role: “Field Technician – Computing & Peripherals”
mapped to QP: “ELE/Q8104”. Minimum accepted score 70 %
4b Platform Certification Certified for the Job Role: “Trainer”, mapped to the Qualification Pack:
“MEP/Q0102”. Minimum accepted score is 80%
4c Disability Specific Top
Up module (SHI)
The Inclusive Trainer should be certified in Disability Orientation and
Sensitization /Disability Specific Top Up training for Speech and Hearing
Impairment conducted by SCPwD with minimum accepted score of 80%
as per SCPwD guidelines.
4d Specific Requirement
for Persons with
Speech and Hearing
Impairment
The Indian Sign Language Interpreter should be mandatory during the
training, counselling and placement of Persons with Speech and Hearing
Impairment. A certification by the Indian Sign Language Research and
Training Centre (ISLRTC) or Ali Yavar Jung National Institute of Speech
and Hearing Disabilities (Divyangjan) (AYJNISHD(D)) will be desirable.
5 Experience 2 years of relevant Industrial and Trainer Exp.
For Sign Language Interpreter 2/3 Years of experience in their own field
of training will be desirable
Mobile Phone Hardware Repair Technician 13
CRITERIA FOR ASSESSMENT OF TRAINEES
Job Role: Mobile Phone Hardware Repair Technician
Qualification Pack: PWD/ELE/Q8104
Expository: Speech and Hearing Impairment(E004)
Skill Council: Skill Council for Persons with Disability and Electronics
Guidelines for Assessment:
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each
Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay
down proportion of marks for Theory and Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
3. Individual assessment agencies will create unique question papers for theory part for each
candidate at each examination/training center (as per assessment criteria below.)
4. Individual assessment agencies will create unique evaluations for skill practical for every student
at each examination/training center based on this criterion.
5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS.
6. In case of successfully passing only certain number of NOS's, the trainee is eligible to take
subsequent assessment on the balance NOS's to pass the Qualification Pack.
Assessable
Outcome Assessment Criteria
Total
Marks
Out
of Theory
Practical
Skills
ELE/N8106
Interact with
customer and
perform front
end repair
PC1.receive the customers and greet them as per
company’s norms
100
3 1 2
PC2.follow behavioural etiquettes while interacting with
customers 4 2 2
PC3.ensure the customers are comfortable in the store 4 2 2
PC4.communicate in the language which the customers
are comfortable with 3 1 2
PC5.identify the profile of the customers and offer service 3 1 2
Mobile Phone Hardware Repair Technician 14
PC6.inform about repair charges and warranty applicable 3 1 2
PC7.interact with customers to interpret the customer’s
purpose of visit such as repair of phone, purchase of
accessories, software upload, collection of repaired phone 3 1 2
PC8.listen to customers and inspect the customer level
complaint such as display not working, not switching on 4 1 3
PC9.interrogate the customers to assess the cause of
problem such as physical damage, uploading of any
unauthorised software or application
3 1 2
PC10.decide on the action to be performed, i.e., front end
repair or hardware level repair is required 4 1 3
PC11.inform customers about the time taken and
estimated cost for hardware level repair 3 1 2
PC12.provide document to customers for collecting the
device after repair 3 1 2
PC13.use the system to identify the warranty coverage of
the mobile phone and other terms and conditions 5 2 3
PC14.summarize the customer relationship management
policy of the mobile brand and inform customers about
them
5 2 3
PC15.log into customer portal and enter the details of the
customer and other details such as phone model,
complaints, warranty coverage
5 2 3
PC16.interpret and use the interactive ERP system of the
company and enter appropriate details 5 2 3
PC17.use the system to prepare invoice, stock
management, order placement, accessories availability,
etc.
2 1 1
PC18.identify problem and decide the action to be taken 2 1 1
PC19.upload only licensed and brand approved
applications as per customer requirement using system 2 1 1
Mobile Phone Hardware Repair Technician 15
PC20.identify the application and software compatibility
with the mobile phone and suggest to customers
accordingly
2 1 1
PC21.check the accessories and perform a demo with the
customer to ensure their functionality (chargers, SD card,
etc)
2 1 1
PC22.open the panel of the mobile phone without
damaging them 2 1 1
PC23.replace the parts such as battery and clean the
inner parts of the phone 2 1 1
PC24.ensure the functionality of the replaced part 2 1 1
PC25.provide necessary details on the warranty, terms
and conditions of the replaced parts 2 1 1
PC26.educate customers on effective usage of mobile
phone to save battery and to avoid any repeat problem 2 1 1
PC27.classify the work requirement with superior,
periodically 5 2 3
PC28.report to superior on the work completed 5 2 3
PC29.seek technical assistance from superior whenever
required 5 2 3
PC30.document the work completed on the company ERP
software for tracking and future references 5 2 3
Total 100 40 60
ELE/N8107
Repair and
rectify the
faults in
mobile phone
PC1.follow the standard procedure as documented by the
mobile phone brand for each model
100
2 1 1
PC2.take anti-static precautions before work and wear
ESD wrist straps or aprons 2 1 1
PC3.follow standard operating procedure while handling
hardware modules such as handling PCB with ESD
standards
2 1 1
PC4.use recommended tools for specific operation
suggested by the brand 2 0 2
Mobile Phone Hardware Repair Technician 16
PC5.maintain zero-material defect during material
handling by following standard operating procedure 2 1 1
PC6.open the outer panel of the mobile phone using metal
/ plastic case opening tools 2 1 1
PC7.use the brand recommended screwdrivers to remove
the screws to open the inner casing 2 1 1
PC8.locate the connectors and release them to remove
the motherboard from the device 2 1 1
PC9.use hot air gun and other devices to remove the LCD
screen from the panel 2 1 1
PC10.follow similar process and use appropriate tools to
assemble the mobile phone 2 1 1
PC11.identify the customer level complaint and confirm
the issue 3 1 2
PC12.take preventive measures and identify if there are
any other issues in the mobile phone 3 1 2
PC13.use the self-diagnostic tools (similar to power on
self-test (POST) card) to perform standard diagnosis
process and ensure functionality of different parts of the
device
3 1 2
PC14.follow the standard diagnostic procedure as
documented by the mobile phone brand for each model 3 1 2
PC15.check the recently installed application or software
and verify the compatibility of the software with the mobile
phone
3 1 2
PC16.check the recently installed application or software
and verify the compatibility of the software with the mobile
phone
5 2 3
PC17.uninstall the applications that is not compatible or
creating issues in the mobile phone 5 2 3
PC18.install the licensed and authorised softwares to
resolve issues and suiting the customer’s requirement 5 2 3
Mobile Phone Hardware Repair Technician 17
PC19.summarize the scope of component level of repair
as suggested by the brand 1 0 1
PC20.estimate the cost of repair and verify if it is within
Beyond Economic Repair (BER) 1 1 0
PC21.heat the singled-out component using hot air gun to
melt the solder joints and remove from PCB 1 0 1
PC22.clean the board by melting the old solder and
removing 1 0 1
PC23.place the new component precisely on the board at
specified location 1 0 1
PC24.solder the component on the PCB using soldering
stations 1 0 1
PC25.ensure the soldering is proper and the component is
fixed as per the specification 1 0 1
PC26.operate automated BGA (ball grid array) work
station to precisely remove the chip from the board and
repair them
1 0 1
PC27.perform reballing function by dismantling, heating
the chip to be removed from the board, remove the solder
remains, put new solder balls, place the chip and solder
them with the PCB
1 0 1
PC28.check for functioning of the hardware after repairing 1 0 1
PC29.ensure that there is no damage of PCB while
removal and fixing of SMD components 1 0 1
PC30.ensure other components are not damaged while
using hot air gun for removal of a component which could
cause damage
1 0 1
PC31.ensure adequate soldering for fixing the component
and no further rework is required 1 0 1
PC32.receive spare module / component from stores or
OEM 2 1 1
PC33.identify and decide on replacing the module or
component as the appropriate solution 2 1 1
Mobile Phone Hardware Repair Technician 18
PC34.take adequate measures and follow procedures
when replacing expensive or delicate components such as
LCD
2 1 1
PC35.ensure that cost of replacing is justified as the repair
cost is beyond economic repair (BER) 2 1 1
PC36.ensure that replaced module or component is
working and no further rework is required 2 1 1
PC37.identify and use appropriate tools and manuals for
repairing the specific issue 2 1 1
PC38.prevent any accidents while handling hazardous
tools 2 1 1
PC39.achieve results using appropriate tools for specific
rework activity 2 1 1
PC40.maintain zero-material defect during material
handling by following standard operating procedure for
tools handling
2 1 1
PC41.seek technical assistance from engineer on faults
that cannot be fixed 2 1 1
PC42.receive instruction from engineers on use of specific
tools or new repair processes 3 1 2
PC43.discuss with superior if the cost estimate is found to
be Beyond Economic repair (BER) and take
recommended action
3 1 2
PC44.coordinate with superior for performing quality
check on the repaired module 2 1 1
PC45.report on the work load and completion status 1 1 0
PC46.submit the appropriate documentation on
completion of task assigned 2 1 1
PC47.document the work completed on the company ERP
software for tracking and future references 2 1 1
PC48.achieve 100% daily and weekly target of number of
repairs 2 1 1
Mobile Phone Hardware Repair Technician 19
PC49.meet the target of quality as per the Service Level
Agreement (SLA) of the brand and avoid rework 1 1 0
PC50.repair within the turnaround time (TAT) and deliver
them 1 1 0
Total 100 40 60
ELE/N9951
Interact with
other
employees
PC1.summarize and assess work requirements
100
5 2 3
PC2.examine the targets and incentives 5 2 3
PC3.identify new operating procedures and constraints 5 2 3
PC4.report problems in the field 6 3 3
PC5.resolve personnel issues 6 3 3
PC6.receive feedback on work standards and customer
satisfaction 5 2 3
PC7.communicate any potential hazards at a particular
location 5 2 3
PC8.meet given targets 5 2 3
PC9.deliver work of expected quality despite constraints 5 2 3
PC10.receive positive feedback on behaviour and attitude
shown during interaction 5 2 3
PC11.interact with colleagues from different functions and
understand the nature of their work 8 3 5
PC12.receive spares from tool room or stores; deposit
faulty modules and tools to stores 8 3 5
PC13.pass on customer complaints to colleagues in a
respective geographical area 8 3 5
PC14.assist colleagues with resolving field problems 8 3 5
PC15.resolve conflicts and achieve smooth workflow 8 3 5
PC16.follow the company policy during cross functional
interaction 8 3 5
Total 100 40 60
Mobile Phone Hardware Repair Technician 20
ELE/N9910
Maintain safe
and secure
work
environment
PC1.comply with safety procedures followed in the
company
100
5 2 3
PC2.take adequate safety measures while handling
hazardous materials or tools 5 2 3
PC3.follow Electrostatic Discharge (ESD) measures for
electronic components 6 3 3
PC4.escalate matters about hazardous materials or things
found in the premises 5 2 3
PC5.use safety materials such as gloves, goggles, masks,
etc. 6 3 3
PC6.adequate safety measures while on work to prevent
accidents 5 2 3
PC7.ensure zero accidents in work 6 2 4
PC8.avoid damage of components due to negligence in
ESD procedures 6 2 4
PC9.ensure no loss for company due to safety negligence 6 2 4
PC10.participate in regular safety drills for being prepared
in the event of a fire or natural calamity 10 4 6
PC11.help others during the drill or calamity 10 4 6
PC12.administer basic first aid 10 4 6
PC13.participate in company organised games and fitness
sessions such as yoga, etc. 10 4 6
PC14.develop good posture for working so that long term
health problems do not arise 10 4 6
Total 100 40 60
Mobile Phone Hardware Repair Technician 21
Accommodation Guidelines recommended for Inclusive Trainers
Persons with Speech and Hearing Impairment
Characteristics
Use other senses as mediums of learning. (Use gestures, body language, expressions, lip reading
etc.)
Use adapted material such as visual or sight vocabulary to provide first-hand experience.
Use assistive devices such as hearing aid, loop system etc.
Teach how to access sound-based information.
Guidelines for Trainers
Make sure you are aware of the learners’ language abilities and preferred learning style to ensure
inclusion into the group.
When you have a student with SHI in the group, reduce background noise or, request for a
classroom that is away from noise. Make sure you have the whole group’s attention before starting
the session.
Allow SHI students to sit where they wish. SHI students who can read the lip should sit near the
front. (Optimum distance for lip-reading is considered to be about 6 feet.)
Face the SHI student when speaking.
Use clear speech.
Make sure the room is well lit to allow the student with SHI to see your facial expression, signing
and/or lip read.
Use assistive device where available, to facilitate teaching-learning in the classroom.
Arrange the classroom so that students can see each other, e.g., organizing the class in a circle or
semicircle allows all students to see each other.
Use shorter sentences, clearer speech.
Associate words with real objects, pictures; for example, the colour concept
Use pictures (flash cards), real objects, real experiences, dramatization, and activities.
You can write key points on the board or chart.
Encourage other people or staff to develop communication strategies so that they can get into the
style of students with SHI