Intermediate
[HR][TSA]
Human Resources TSA

[Certified Technical Support Associate Program] TSA26051 : Respiratory Device Troubleshooting, Repair Workflow, Quality Control & Medien MaxTrack Support

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Overview
Curriculum
  • 12 Sections
  • 36 Lessons
  • 1 Quiz
  • 7h Duration
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Module 1: TSA Role, Service Mindset & Patient Impact
2 Lessons
  1. Lesson 1.1: Why TSA Role Matters
  2. TSA Key Targets
Module 2: Standard Repair Workflow & Documentation
3 Lessons
  1. Lesson 2.1: Standard Repair Workflow
  2. Lesson 2.2: Required Forms and Systems
  3. Lesson 2.3: Documentation Discipline
Module 3: CPAP / BiPAP Troubleshooting
3 Lessons
  1. Lesson 3.1: Common CPAP / BiPAP Issues
  2. Lesson 3.2: Standard CPAP / BiPAP Diagnostic Steps
  3. Lesson 3.3: Patient Misuse vs Device Fault
Module 4: Ventilator Basic Troubleshooting & Escalation
3 Lessons
  1. Lesson 4.1: Ventilator Service Mindset
  2. Lesson 4.2: Common Ventilator Issues
  3. Lesson 4.3: Escalation Rules
Module 5: Oxygen Concentrator Troubleshooting: POC / LTOT
2 Lessons
  1. Lesson 5.1: Common Oxygen Concentrator Issues
  2. Lesson 5.2: Standard Oxygen Concentrator Diagnostic Steps
Module 6: Quality Control, Repeat Fault Reduction & Root Cause Analysis
3 Lessons
  1. Lesson 6.1: Why Repeat Fault Happens
  2. Lesson 6.2: Root Cause Categories
  3. Lesson 6.3: Quality Control Before Return
Module 7: Medien MaxTrack, O₂ Ring & App Support
3 Lessons
  1. Lesson 7.1: TSA Role in Monitoring Ecosystem
  2. Lesson 7.2: O₂ Ring Common Issues
  3. Lesson 7.3: Medien MaxTrack App Support
Module 8: Sales, Customer Support & Patient Adherence Alignment
2 Lessons
  1. Lesson 8.1: Supporting Sales Team
  2. Lesson 8.2: Feedback Loop to Sales
Module 9: KPI, Reporting & Continuous Improvement
2 Lessons
  1. Lesson 9.1: TSA KPI
  2. Lesson 9.2: Individual Improvement Action
Practical Training Activities
3 Lessons
  1. Activity 1: CPAP / BiPAP Troubleshooting Simulation
  2. Activity 2: Oxygen Concentrator Low Output Case
  3. Activity 3: O₂ Ring Cannot Sync
Q&A
10 Lessons
  1. Q1. Why is TSA important to patient compliance?
  2. Q2. What is the target repair turnaround time?
  3. Q3. What must be done before returning a repaired device?
  4. Q4. What is the difference between device fault and patient misuse?
  5. Q5. When should a ventilator issue be escalated?
  6. Q6. Why must TSA support O₂ Ring and Medien MaxTrack?
  7. Q7. What is the purpose of #PRF?
  8. Q8. What is the purpose of #SFRQC?
  9. Q9. How can TSA help reduce repeat complaints?
  10. Q10. What should TSA do if spare part is not available?
Assessment Quiz
1 Quiz
  1. [Certified Technical Support Associate Program] TSA26051 Respiratory Device Troubleshooting, Repair Workflow, Quality Control & Medien MaxTrack Support

Respiratory Device Service, Repair Quality & Monitoring Support Program

Course Code: TSA26051
Course Title: Certified Technical Support Associate Program: Respiratory Device Troubleshooting, Repair Workflow, Quality Control & Medien MaxTrack Support
Department: Technical Service / Customer Support / Operations
Target Learners: Technical Support Associate, Service Team, Outlet Support, Sales Support requiring device troubleshooting knowledge
Recommended Duration: 1 full day training + 2 weeks supervised practical assessment
Assessment Passing Score: 100%
Practical Competency Requirement: Must pass hands-on device checking and documentation review

Course Purpose

This course trains Technical Support Associates to perform standardized respiratory device troubleshooting, improve repair turnaround time, reduce repeat faults, support patient adherence, and assist sales/customer support teams with device and monitoring-related issues.

The TSA must understand that technical service is not only repair work. It directly affects:

  • Patient compliance
  • Customer confidence
  • Doctor and hospital trust
  • Sales retention
  • Company reputation
  • Device trial success
  • Repeat purchase opportunity

Learning Outcomes

By the end of this course, learners should be able to:

  1. Explain the TSA role in patient outcomes and company reputation.
  2. Follow the standard repair workflow from intake to return.
  3. Diagnose common issues for CPAP, BiPAP, ventilators, POC, and LTOT oxygen concentrators.
  4. Use required service forms and Google Sheet tracking correctly.
  5. Perform basic quality control before device return.
  6. Reduce repeat repair cases through proper root cause analysis.
  7. Support O₂ Ring, Medien MaxTrack app, and data syncing issues.
  8. Communicate clearly with sales, customer service, and patients.
  9. Meet service KPIs including TAT, first-time fix rate, and repeat repair reduction.

Course Structure

Module Title Duration
Module 1 TSA Role, Service Mindset & Patient Impact 45 min
Module 2 Standard Repair Workflow & Documentation 60 min
Module 3 CPAP / BiPAP Troubleshooting 90 min
Module 4 Ventilator Basic Troubleshooting & Escalation 60 min
Module 5 Oxygen Concentrator Troubleshooting: POC / LTOT 90 min
Module 6 Quality Control, Repeat Fault Reduction & Root Cause Analysis 60 min
Module 7 Medien MaxTrack, O₂ Ring & App Support 75 min
Module 8 Sales, Customer Support & Patient Adherence Alignment 45 min
Module 9 KPI, Reporting & Continuous Improvement 45 min
Final Assessment Quiz + Practical Competency Review 60 min

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