News

ACG offers first- and second-line ATM maintenance training

December 16, 2003

ATLANTA - ACG ATM-Remarketers, a provider of refurbished ATMs, kiosks and parts to community financial institutions and independent store operators, is offering ATM operators and technicians first- and second-line maintenance training on NCR and Diebold machines.

According to a news release, technical training programs are customized to fit the needs of ATM maintenance technicians. Second-line maintenance training typically entails a breakdown of the machine, explaining how it operates and ways of troubleshooting a problem within the machine or its system.

Second-line maintenance training lasts five to seven days and involves classroom learning as well as hands-on training. In the classroom, technicians learn the history and theory behind ATMs through professional instructors and system manuals.

ACG's inventory of machines gives technicians the opportunity to learn on a variety of machines and parts, enabling them to become familiar with the equipment before going out into the field. Moreover, ACG uses its equipment to stage machine failures so that the technicians can learn troubleshooting and how to interpret error codes and fix problems that may occur.

"We want our technicians to be completely experienced and up to speed with second-line maintenance on machines we work with on a daily basis," said Andy Gossett, vice president of BANC:source, Inc., in the release. "ACG trains our technicians in a classroom setting, and because of its extensive inventory of machines and parts, they have the opportunity to physically break down the machine to learn how to fix problems hands on."

According to the release, ACG also offers a self-maintenance program on first-line maintenance, which includes simple tasks such as eliminating paper jams and cash replenishment that can be handled by the ATM operator or someone without a technical background.

Paper product suppliers also use the first-line program as a customer service tool so they can instruct their customers on the proper techniques of replenishing or dislodging paper.

"During these programs, we cultivate a relationship with the ATM operators and technicians that continues on after the completion of the program," said Woody Alderman, president of ACG ATM-Remarketers. "We maintain contact with every technician we train and provide on-going technical support and advice whenever they need it in the field working on a machine."

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