Wireless industry association CTIA has created the Wireless Industry Service Excellence (WISE) Technician Certification Program. The program educates and tests wireless device repair technicians on industry-recognized standards, certifying those that meet the highest standards for service quality and technical skill. CTIA says this is the first certification of its kind.
“The WISE Technician Certification Program will help consumers identify qualified repair service providers, creating a consistent, high-quality experience in aftercare retail locations,” said CTIA SVP/CTO Tom Sawanobori. “In a crowded marketplace, it also helps retail service providers and technicians stand out by demonstrating their professionalism, skill and commitment to service quality.”
Technicians who complete the WISE Technician Certification Program pass an extensive online training course and then advance to a hands-on skills test. The curriculum provides a comprehensive background in smartphone repair, including parts identification, repair tools, diagnostics, device disassembly and reassembly, and guidance for handling the lithium-ion batteries in today’s smartphones. Technicians must renew their certification annually to ensure they stay current on advances in the aftercare of wireless devices.
Motorola worked alongside CTIA to develop standards that would help improve consumers’ aftercare and repair experiences, according to Nelson Caraballo, Executive Director of Global Service Delivery at Motorola Mobility. “The WISE Technician Certification program is one example of how key stakeholders in the industry can come together to create the best experience for our consumers, and we are looking forward to continuing to work with the CTIA on future projects.”
The WISE Technician Certification Program was created by the CTIA Reverse Logistics and Service Quality (RLSQ) Working Groups, and is a continuation of the groups’ work in establishing world-leading standards for pre-owned wireless devices in the marketplace. The in-person skills training portion of the program will be implemented in partnership with CTIA authorized facilitators.
“AGiRepair became a member of CTIA to build upon our constant commitment to upholding the highest standards in the repair industry,” said John Yetsconish, President of AGiRepair. “We also wanted to help establish a recognized channel where customers and technicians alike will know that they are getting a premium level of service and quality technician training.”
The CTIA RLSQ Working Groups convene members representing the reverse logistics community to address the wireless industry’s challenges, set certification standards for technicians, establish common device grading definitions and methodology, and develop requirements for service facilities and retailers for industry-recognized standards in repair and refurbishment of wireless devices. CTIA made the announcement at this week’s GSMA MWC19 Los Angeles.
October 25, 2019