Field Technician – UPS and Inverter

QP Name and Code ELE/Q7201

NSQF Level 4

NOS PCS Sl no

PC1. check customer complaint registered at customer care or 1

installation schedule

PC3. greet the customer and confirm the problem registered ups 2

ELE/N0061 Understand
requirement of customer PC6. Anticipate possible problems to carry tools and parts accordingly 3

PC8. enquire about the symptoms and history of problems in the 4

appliance

PC9. ask about the age of appliance and status of upkeep 5

PC2. interact with customer to understand where the UPS/inverter is 6

to be installed

PC3. check that the location meets structural requirements such as

solid floor surface suitable for wheeling and heavy weight, weight and 7
clearance requirements

PC4. make the customer aware of any pre 8

installations/masonry/electrical work to be carried out
 PC7. remove the packaging in which the UPS/inverter was shipped to 9
customer from point of sale/ warehouse

PC10. check that all supporting accessories purchased have are there 10
in the pack

ELE/N7201 Install the

UPS/Inverter

PC11. carry out a visual inspection in order to ensure that there are no 11
signs of shipping damages

PC16. ensure that the room in which the UPS is installed is not airtight 12
and that there is no flammable gas in the environment around

PC18. detach all bolts and shipping brackets and separate the UPS 13
cabinet
PC19. place the UPS at the final location and route and connect the 14
power and control wirings through the top or bottom of the cabinet

PC20. follow standard wiring procedure while carrying out the 15

electrical installation

PC22. once necessary power and control connections are made, align 16
the UPS/inverter as per the instructions manual

PC22. once necessary power and control connections are made, align 17
the UPS/inverter as per the instructions manual

PC22. once necessary power and control connections are made, align 18
the UPS/inverter as per the instructions manual

PC2. Disconnect the power source and open the cabinet doors of the 19
equipment

PC3. disconnect the battery and wait for electrolytic capacitor to 20

discharge
 PC4. remove protective panels since the voltage present is potentially
lethal 21

PC6. carry out basic tests such as power supply inspection, volt ampere 22
test and earth test power supply etc.

PC7. separate and inspect every module of the unit if the fault is not 23
identified through basic tests
ELE/N7102 Repair
dysfunctional UPS/Inverter
PC8. send to factory for in depth diagnosis, if problem remains un- 24
identified at site

PC9. replace component at location, if the fault identified is because of 25

damage of components such as fuse or battery

PC9. replace component at location, if the fault identified is because of 26

damage of components such as fuse or battery
 PC10. remove and replace the faulty module with a functional one,
either on a second visit or as pre-identified and collected from the 27
service center, if the problem is at the PCB level or components that
cannot be replaced at sit

PC10. remove and replace the faulty module with a functional one,
either on a second visit or as pre-identified and collected from the 28
service center, if the problem is at the PCB level or components that
cannot be replaced at sit

PC11. check that all the modules of the unit work as per specifications 29

PC12. Demonstrate and confirm functionality of the unit with 30

customer

PC15. fill in customer acknowledgement form 31

PC1. Understand work requirements, targets and incentives 32

PC2. learn about new product models, their features and functions 33

ELE/N0062 Interact with

coworkers PC3. report problems identified in the field 34

PC6. receive feedback on work standards and customer satisfaction 35

PC8. meet given targets 36

PC8. meet given targets 37

PC2. call customer to confirm problem and fix time for visit 38

PC4. be polite and patient when interacting with customer 39

ELE/N0061 Understand
requirement of customer
 PC5. check about warranty status of appliance and annual
ELE/N0061 Understand 40
maintenance contract
requirement of customer
PC15. explain the time required and methodology for servicing 41
necessary

PC17. accurately assess the problem and solution(s) necessary 42

PC15. check if pre installation requirements are met 43

PC28. call customer care and inform about job completed 44

PC30. report to superior on the work completed 45

PC33. remove packaging without damage to the UPS/inverter unit and
ELE/N7101 Install the 46
accessories
UPS/Inverter
PC34. position the equipment as per requirements specified in 47
instructions manual

PC35. educate customer on importance of proper placing 48

PC36. carry and use the correct tools and equipment for installation 49

PC7. separate and inspect every module of the unit if the fault is not 50
identified through basic tests

ELE/N7102 Repair
dysfunctional UPS/Inverter PC19. identify the problem modules accurately such as the power
supply, battery, PCB etc. 51

PC21. rectify completely to avoid repeat fault in the equipment 52

PC24. select the right spares according to recorded complaints at the 53

customer care

PC2. learn about new product models, their features and functions 54

PC4. escalate customer concerns that cannot be handled on field 55

PC11. resolve inter-personnel conflicts and achieve smooth workflow 56

ELE/N0062 Interact with

colleagues
 PC12. receive spares from tool room or stores 57

ELE/N0062 Interact with PC13. deposit faulty modules and tools to stores 58
colleagues

PC14. pass on customer complaints to colleagues in a respective 59

geographical area

PC15. assist colleagues with resolving field problems 60

 Questions given here are created by Navriti Technologie

Question Option A Option B

Start hello in a loud Be patient and reply

How to respond an angry customer talking in loud voice? voice politely

Knowledge of following company’s policies are required before Warranty terms IT policy
visiting a customer premises

Carry tools and

How do you anticipate to carry the right kind of tools and spare Assumptions material which are
parts to the customer's location? most commonly used

How can you know about the symptoms and history of problems Ask the customers Make a guess
in the appliance?
To advise the To understand the
Why should you know the age of the appliance? customer to buy new problems due to wear
one and tear

A customer is requesting to install the UPS/ Inverter at the place Install it as per the Mock him for his
where there is a chance of danger. How would you respond to customer's unawareness about the
the customer? instructions short circuit area

It draws both real and It delivers both real

What happens when a line commutated converter operates in reactive power from and reactive power to
the inverter mode? the AC supply the AC supply
Name the following device. Socket Switch
_______ is shown in the image below. Inner most package Outer most package

Identify the supporting accessory shown in the image below.

Rack mounting kit Bypass switch

The image shown is thermocol and it is used for ___________.

Packaging and
Beautification protection against
accidental damage

Which the following causes fire accident? Airy room Inflammable gas

Separate the UPS

Break open the
Which of the following is essential? cabinet from shipping
shipping brackets brackets
Minimum distance to the nearest plug point for UPS/Inverter 1.0 m 0.5 m
should be ______

When you install the UPS/Inverter, then what you have ? tool kit test pen

Identify the type of battery mounting shown in the image below.

Open shelves Tier mounting

mounting

UPS stand to ________ Usually pretty slow Unit power supply

Small current spikes Large current spikes

and can be reduced by and can be increased
A capacitive load in voltage source inverters generates using an inductive by using an inductive
filter filter

Why should you disconnect the power source before opening To avoid possible To make the work easy
the cabinet doors of inverter? electric shock

Identify the component shown in the image below.

Ceramic capacitor Electrolytic capacitor

The below image shows test leads of a digital multimeter. How Red goes into V Ω jack Red goes into COM jack
do we connect to the multimeter to measure voltage? and black goes into and black goes into V
COM jack Ω jack

The device shown below is used for testing _____.

Only resistance Only voltage

If you have not identified the fault through basic test on Take the unit to Discard the unit
customer site, _____ service center
Only those which can
Which of the following modules should be sent to the factory? not be fixed at client's All
location
When customer asks
When can you replace a damaged component? When you have time for it
Identify the component of inverter shown below.

Fuse Switch
You are testing the resistance in Ohms of a fuse on a 5 amp UPS. 5 0.5
If the fuse is good, the meter should read _________.

The arrows in the image below are pointing to ______.

Heat sinks Capacitor

A Zener diode is used for Voltage regulation Rectification

It converts DC current It converts AC current

What is the functioning of an inverter? to AC current to DC current

Who should fill the customer acknowledge form? Yourself Customer

To understand and To understand new

Why should you interact with the supervisor? assess work operating procedures
requirements and constraints

Who will help you learn about the new product models, and
features or functions? Supervisor Friend

Inform the customer

What will you do when you face issues in field which cannot be Inform the supervisor that you will get back
resolved by you? and do not turn up

To know if they are

Why should you take feedback from customers? As a routine job
satisfied
Amount of work Amount of work
What do you understand by achieving targets? completed in a day completed in a week
Planning and
What will help you complete the tasks in given time? Accepting less tasks organizing works
Call the customer and Ask the colleagues for
Before you go to customer site, you should _______ ask for an direction
appointment
Be polite with
Which of the following is against behavioral etiquette? Greet the customer customer
 Annual maintenance
AMC Stand for ________ Annual maintain cost
charge

Why should you inform the customer about the time required To make the customer So that the client an
for service? agree for service plan her/his activity

Take approval from the

What will you do if you find that the problem in UPA / inverter is Provide the service customer before
critical? immediately starting service

Which of the following is not suitable to install a UPS? Large room Dampness in the room

Why should you inform the customer care about completed For customers’ For your satisfaction
tasks? satisfaction
To whomom will you report regarding your work? Company head Juniortechnicians
How should you take out the inverter from the packaging Break open the Try not to damage
materials? material packaging material

You should place the inverter _____ Near MCB Under AC

Car cannot be taken Inverter will get

Why you should not agree to place inverter in a small garage? out damage

Which of the following tools is used test UPS/Inverter? Multi meter Oscilloscope

identify the equipment shown in the image below.

Hydrometer Tong tester

Leave the client

You have identified a problem on customer site ,but you do not
have the specific tools. What would you do at this situation? location without Seek help from client
saying anything

When there is a fault in equipment it is important to provide Temporarily Completely

solution ______________

According to recorded
On what basis will you select spares for repairing dysfunctional complaints at the Based on experience
UPS/inverter? Select the most appropriate option. customer care

Improve growth
Learning about new product models would _______. Be of no use
perspective

You need to escalate an issue. Whom should be called? Customer Supervisor

How to behavior with your colleagues cooperative non cooperative

When you go on job site which person you will take the Co- worker colleagues
necessary spares &tool
When you done the job, which person you will deposit the faulty Manger Hr manger
modules &tools

Pass on the customer

complaints to Assist colleagues with
How to coordinating with colleagues, if you are in filed colleagues in a resolving field
respective problems
geographical area

If you are colleagues face the big problem in filed, then what to Share with colleagues You said Close the call
do and give the solutions
by Navriti Technologies and not to be shared with any individual or agency

Correct
Option C Option D Difficulty level Remark
Answer

Don’t answer to his

Leave the place B EASY
query

No smoking policy Recruitment policy A EASY

Interact with customer Visit the customer

over the phone about the location analyze the Question is not
problems and their problem and comeback C HARD matching with PC6
symptoms and then to work place to carry
decide the right tools

By knowing colleagues’
Check the model A MEDIUM
opinions

To buy back the appliance As a routine question to B HARD

be asked

Explain the customer

about the dangers Come back to the office It is related to PC8
associated with it and without carrying C EASY ,some modification
suggest him a suitable installation process required in question
location for installation

This question is not

It delivers real power to It draws reactive power C HARD related to PC3,need to
the AC supply from the ac supply change
Plug Holder A

MEDIUM
Thermocol box None of the above B

EASY

Temperature and Environmental A HARD

humidity sensor monitoring probe

Stands Nothing B EASY

Wooden floor Open roof B EASY

Installing UPS along with Packing UPS without B EASY

shipping brackets any shipping brackets
2.5 m 5.0 m B HARD

voltmeter Amp .meter A EASY

It is not related
Ground mounting Cabinet mounting D MEDIUM toPC22,Need to modify

Uninterrupted power
User profiles system D EASY
supply s

small current spikes and Large current spikes and

can be increased by using can be reduced by using D HARD
an inductive filter an inductive filter

To protect the appliance

To save power A EASY
from damage

Inductor Resistor B HARD

Red goes into A jack and Red goes into V Ω jack A
black goes into COM jack and black goes into A
jack

HARD

Only current All of the above D MEDIUM

Ask the customer to buy Call your supervisor to A HARD

new one the site
Only those which can
None be fixed at client's A EASY
location
When you identify the When you have to sell C MEDIUM
damage the component

SMP unit Battery A EASY

 5 0 D MEDIUM

IC Inductor A HARD

Noise Suppression Blocking A.C A HARD

It functions on AC current It functions on AC or DC A HARD

current

Your supervisor Your juniors A EASY

To report on the problems All of above D MEDIUM

in the field

Colleagues Customer care A EASY

Leave the field Call your colleague and A EASY

immediately ask for his help

To impress the
To build files A EASY
customers
Amount of work Work completed in a D EASY
completed in an year given time
Attending only one
Delegating B MEDIUM
customer a day

Not inform the

Take your own tool kit A EASY
customer

Listen to customer Avoid difficult customer D EASY

Annual maintenance Annual motor contract C EASY
contract

To avoid customer To estimate service B MEDIUM

dissatisfaction charge

Take permission from Stop giving service B MEDIUM

your supervisor

Bright lit area Small area B MEDIUM

For recording purpose To ask for the next task A EASY

Colleagues Supervisor D EASY

Try not to damage Cut the packaging C MEDIUM
inverter material into pieces

In enclosed areas Under the shade D HARD

Oil leak from the car Car gets damaged C HARD

causes fire risk

Ampere meter, volt meter All of above D MEDIUM

Multimeter Earth tester A HARD

Immediately inform the

Wait until the supervisor
calls you supervisor and make D EASY
the arrangements

As per colleagues advice As per client's advice B EASY

As per superior's
As per manual A EASY
instructions

Would not please the

Would cost extra money A MEDIUM
supervisor

Your close friend Your colleague B EASY

angry ignoring A EASY

Hr manger supervisor D EASY

Store supervisor colleagues C EASY

Ignore the colleagues in Both (A&B) D MEDIUM

filed

You said ignore this

You said leave this A EASY
problem
QP Name and Field Technician
Code – UPS and
Inverter and
ELE/Q7201 Questions giv

NSQF Level 4

Question
Q.No. Passage Question
Count

How do you interact with the

Interaction with customer prior visiting customer
the customer
1 2 premises? What are the question
regarding work
requirement you enquire from the customer at
his premises?

Suggest possible
solutions How do you explain about the
customer to problem to the customer? How do
2 2
achieve you achieve productivity?
productivity &
quality

Preinstallation
site visit & Check How do you educate the customer
for the regarding installation? What are
3 2
accessories in the measures you take for check
the removed the accessories?
package
 Place, install, How did you place & install the
connect the UPS/Inverter? How did you check
4 2
system & check connection are working properly?
for functioning

Documentation,
Productivity, How do you achieve productivity
5 Quality & 2 & quality? How do you interact
Interaction with with your supervisor about work?
the supervisor
 Understand the
symptoms, How did you find the fault in the
identify the fault
6 2 device? How did you replace the
& replace the dysfunctional module?
dysfunctional
module

Functionality of How do you confirm functionality

repaired unit, of repaired unit? How do you
7 2
Productivity & achieve productivity & quality?
quality
 You think that a certain task
requires more time to be
completed, but your supervisor is
expecting you to complete it
Interaction with
8 1 within the time limit which he has
the Supervisor specified. How would you handle
this situation to avoid any possible
conflict between you and your
supervisor?

One of your junior colleague has

Coordination approached you for help regarding
9 with the 1 issue with the installation. How do
colleagues you interact and resolve his issue?
 Questions given here are created by Navriti Technologies and not to be shared with any individual or a

Correct Answer/ Aspects to be assessed NOS

1. Check for the complaint register, Call to the customer &

confirm that complaint has registered
2. While in a interaction with the customer be polite & ask for the
time to visit the premises to fix the problem
3. In a interaction check for the warranty status
4. In premises enquire with the customer about symptoms &
problem faced by the customer by appliance
5. Identify the problem based on the customer information &
before proceeding to repair communicate about the cost involved
to resolve

ELE/N0061
Understand
1. Discuss the problem with the customer by customer requirement of
information customer
2. Suggest the customer about the problem & cost involved to
resolve
3. Explain the required time to resolve & get the approval from
the customer to proceed further
4. By accurately assess the problem & try to give the permanent
solution to the problem
5. Avoid the repeat problem post service & ensure 100%
customer satisfaction
6. Record zero customer complaint post service & prepare best
route plan to visit daily targets

1. Visit the customer premises, interact with him to understand

where the UPS to be installed
2. Explain to the customer, Location meets the structural
requirement & Pre installation, Masonry, electrical work to be
carried out
3. Remove the package & check for product matches in terms of
customer requirements
4. Check for the all supporting accessories & ensure that there is
no sign of shipping damages
5. Ensure that required tools & fitments' available
1. Ensure before placing, Check for the pre installation
requirements are met
2. Ensure that minimum space maintained for ventilation &
service
3. Place the material in pre decide location , Connect & route the
standard wiring procedure & carry out standard wiring procedure
4. Reinstall any safety shields removed during the process of
installation
5. After the installation ensure that necessary power and control
connections are made as per the instructions manual
6. Demonstrate feature to the customer & explain about the
precaution while using heavy load devices ELE/N7201 Install
the UPS/Inverter

1. As per the company guidelines fill the customer

acknowledgement form, Complete the other documentation &
seek the customer signature
2. Ensure that packages are removed as per the instructional
manual & position as per the guidelines
3. Ensure correct tools, equipment are used for installations &
operate to check weather the equipment are stable & safe
condition
4. Ensure that customer aware about importance of proper
placing & proper operation, maintenance procedure
5. Understand the work requirement from the supervisor 6.
Report the supervisor about the completion of work, document
the work & escalate the any customer issue with the supervisor
which is not solved in the field
1. Diagnose the fault based on customer interaction and initial
inspection at the premises
2. Disconnect the power source, battery & wait for electrolytic
capacitor to discharge
3. Check the air filters & monitor the system parameters from the
control panel
4. Carry out the basic test to find the fault
5. Separate & inspect every module, if problem becomes
undefined send to battery for depth diagnosis
6. Case 1 - Replace the components at the premises if the fault is
identified at the premises level
7. Case 2 - If the fault is not identified or fault cannot be solved
are premises level, replace the faulty component by second visit
or appointed next visit

ELE/N7202 Repair
dysfunctional
UPS/Inverter
1. Reassemble the unit & all power, communication wires &
switch on power supply to confirm unit is functioning
2. Ensure that all the modules of unit are working as per the
specification & confirm the functionality with the customer
3. As per the company procedure complete the other
documentation to record complaint c=closure, Fill the customer
acknowledgement form for the work done & collect the
necessary payment
4. Ensure that identify the damage module accurately, Diagnose
the problem accurately & in assigned time
5. Fix dysfunctional unit in designated time & rectify completely
to avoid repeat fault
6. Ensure that clear communication to the service center about
type of module required , select the right spares according to the
complaints
7. Secure completion report from the customer, ensure 100%
customer satisfaction
1. Understand your supervisor’s expectations and never make
hostile or aggressive comments
2. Arrange for a meeting and prepare the meeting’s agenda in
advance
3. Explain the problem and leave your emotions out of the
discussion
4. Define in advance how you would like the problem to be
resolved
5. Listen to your supervisor’s viewpoint and brainstorm about
mutually beneficial solutions
6. Put important agreements in writing
7. Prioritize your action item list and set some approximate
timelines.
8. Be sure that you keep your commitments, and if for some
reason you are not able to, let your supervisor know as soon as ELE/N9962 Interact
possible. with co workers

1. Pay attention and carefully listen to his problem

2. Check his installation process and analyze the problem he is
facing
3. Suggest him the appropriate solution and ask him to refer
previous installation
4. Once the issue is resolved, politely explain him the things
which led to this issue.
gies and not to be shared with any individual or agency

Performance Criteria Difficulty Level Remarks

PC1-PC12 Medium

PC13-PC23 Medium

PC1-PC14 Medium
PC15-PC24 Hard

PC33-PC43 Medium
PC1-PC10 Hard

PC9-PC30 Medium
PC1-PC10 Medium

PC11-PC17 Medium
Graded Assessment 1
Due date: 2019-09-20, 23:59 IST.
Assignment not submitted
INSTRUCTIONS FOR QUESTION 1 

It carries 0.5 point.

Only one option is correct
0.5 points
out to be faulty.
 True
 False

INSTRUCTIONS FOR QUESTION 2,3 AND 4 

Each question carries 1 point.

Only one option is correct.
1 point
A good Business Model articulates which of the below?
1 – How the product is made?
2 – How the product is delivered?
3 – How to receive feedback from the customers?
 All of 1,2,3
 Only 1,2
 Only 2,3
 Only 3

1 point
New Product Development should be ____________ focused during the development phase, and _______
focused during the marketing phase.
Which of the below options appropriately fills the blanks in the right sequence in the statement abo
 product, customer
 customer, product
 business, sales
 efficiency, profit

1 point
change even at later stages of development. Which of the following is the optimal strategy to adopt
the unforeseen last-minute changes?
 Incorporate a flexible product development process with knowledge of cost implications
 Keep a lot of cash reserves in hand to manage all kinds of contingencies
 Create multiple teams to work on all possible combinations of changes that can be possible
 Hire engineers who are known to work hard whenever demanded of them
INSTRUCTIONS FOR QUESTION 5 

It carries 1.5 points.

Multiple options can be correct.
1.5 points
Which of the below activities are crucial to effective management of stage gates in the product dev
funnel? Check all that apply
 Transparency in assessment process
 Commitment of top-management
 Periodic review of the standards
 Comprehensive documentation
You may submit any number of times before the due date. The final submission will be considered fo