Retail Observer

RETAILOBSERVER.COM APRIL 2015 64 I n 1995, the Professional Service Association (PSA), saw the need to establish skill standards for our industry since none existed at that time. A committee was formed and a set of competencies were developed indicating what categories and items needed to be included in the appliance technician's skill set in order for that person to perform at a satisfactory level in accomplishing their mission as a industry approved major appliance service technician. This task was accomplished with the help of manufacturer service people, vocational instructors, employers and independent service technicians who also saw this as a way to prove that their own skill levels were at their peak level in order to deliver world class service to consumers. The next step was to establish benchmarks to determine the different levels of expertise that would be acceptable to employers for different types of technicians. The first level is the technician just exiting from a vocational school with classroom knowledge but lacking field experience. This would be the entry level technician. The next level would be that of a field technician with specific knowledge and skills in certain areas of major appliance repair such as laundry equipment, cooking equipment, cooling equipment, etc… The final level would be the highest level of technician who would be qualified in all areas of major appliance repair and maintains his knowledge with continuing education and periodic re-certification. With a set of skill standards now in hand PSA developed a skill exam based on the industry competencies and introduced the Certified Appliance Professional (CAP) Program. The exam covers eight modules including Consumer Relations, Core Knowledge (Basic Skills), Cleaning Equipment ( Laundry and Dishwashing), Convenience Equipment ( Water heaters, disposers, compactors, etc.), Cooling Equipment, Gas Cooking , Electric, Cooking and Microwave Cooking. This exam is not brand specific, meaning that what we are testing your basic skills in each and every module listed This exam has over 300 questions and tests your skills in the above modules. You need a passing grade of 75 on each module to pass and become a certified appliance technician. Once certification is achieved, it's valid for 4 years and then you must renew your certification in order to ensure that you are keeping your skills up to date with new advances within the industry. This certification exam costs $130 and is a Proctored test, which means it is usually given at a library or most of your local parts distributors will also offer it. However, the exam is offered at our annual convention for free and can be taken anytime, from the beginning through the end of the convention. It takes 2 to 3 hours depending on your knowledge. Currently the exam used in the trade schools as an exit exam will certify their graduates as a Graduate Technician or Gcap credential indicating that this technician while possessing knowledge of the eight categories of appliance repair, lack field experience. After working in the field and with the endorsement of their employer, they can upgrade their credentials to that of a Master Technician. The next two levels require that the applicant have at least two years of field service experience to apply. The technician who specializes in a specific area such as laundry or refrigeration can be certified as a Certified Technician or Tcap credentials in his selected areas of expertise. The highest level of certification is that of a Master Technician who is certified in all eight modules and is capable of performing at the highest level of expectation of the consumer. In an ever-changing field, the Cap Exam needs to be ever- changing as well. With this in mind, the exam is updated yearly by a team of members made up of business owners, technicians, manufacturers and members of the educational system. As industry technologies change, so does the CAP exam. This is the only appliance repair certification program that is approved by the International Standards Organization ( ISO) and is written using a set of competencies that are updated yearly. CERTIFICATION, THE WAY OF THE FUTURE S E R V I C E D E P A R T M E N T RO Hans A. Hansen, Jr., M/Cap, Csm

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