General Safety Procedures

The field technician must adhere to the safety procedure. There are certain guidelines that must be followed to ensure own safety. There guidelines provide a sound,  safe and flexible environment to work. The following figure examination the general safety guidelines that must be followed by field technician:

Check if the tools and equipment are in a good working condition 

Wear personal protective equipment 

Keep the work the work area clean and free from clutter 

Maintain proper body posture at work 

Follow safety rules and guidelines 

Report any breach of safety 

Safety Procedures to be Followed While Installation 
The following figure explains the safety guidelines that must be followed by a field technician when installing an RO system:

Disconnect the water supply before beginning installation 

Install the purifier away from direct sunlight 

Connect the water feed line to cold water supply only 

Never touch the membrane with bare hands 

Follow manufacturer's instructions regarding installation 

Safety Procedures to be Followed While Doing Repair Maintene7

The following figure explains the safety guideline that must be followed by field technician when doing repair or maintenance of an RO system:

Ensure that all connections are secure 

Never apply bleach or cleaning solution to the membrane 

Do not keep the filter cartridge outside its packing 

Do not dip the TDS meter beyond the water limit 

Troubleshooting

Troubleshooting refers to repair of faulty products or processes. It begins with searching for the source of a problem and ends with finding the solution for that problem to ensure that the product or process functions properly. Good troubleshooting consists of the following four steps:

• Identification of the symptoms 
• Verification of the solution 
• Restoration of the product or process 

The field technician should follow some simple steps for troubleshooting as shown in the following figure:

Identify the exact nature of the problem by observing symptoms 

Isolate the cause of the problem by testing the likely caused 

Resolve the problem 

Troubleshooting Chart 

The following table lists some common problems and their solutions:

Maintenance of RO Water Purifiers

To ensure that the water purifier provides the same quality water, it is essential to do periodic maintenance of the system. The following figure lists the components of the maintenance of an RO system:

Maintenance of an RO system 

• Check TDS of water 
• Check valves 
• Clean and sanitize RO system
• Change filters and membrane 

Check TDS of water 

Water is often called the universal solvent because it picks up impurities easily. The impurities can be minerals, salts, metals or ions and are also known as 'Dissolved solids'. 

These dissolved solids increase the electrical conductivity of water. 

TDS is used as a measure to determine the purity of water and the quality of water purification system. 

Total Dissolved Solids (TDS) 

Total Dissolved Solids (TDS) are the total amount of dissolved solids present in water. It is the sum of positively charged ions (cations)  and negatively charged ions (anions)  in the water. It is measured in units of Mg per unit volume of water (mg/L) and is also referred to as parts per million (ppm).

The maximum contamination level advised for TDS is 500 Mg/L and a high level of TDS indicate the possibility of toxic ions such as lead,  arsenic, cadmium and others dissolved in water. The following figure shows the various levels of TDS in water:

Level of TDS in water

It is important to monitor the TDS regularly to ensure that the water purification system is effective in removing unwanted particles from water. 

The following figure lists the reasons for testing water for high TDS:

• Results in undesirable taste of water 
• Indicates the presence of toxic minerals 
• Causes adverse effects on health 
• Indicates hardness of water 
• Indicates that the filters /membrane needs to be changed

TDS Meter 

TDS of water or any solution is measured with the help of TDS meter. It is a small hand held device that measures the electrical conductivity of water and estimates the TDS from that reading. The following figure shows a commonly used TDS meter:

TDS meter 

Taking TDS Measurements 

A TDS meter is very easy and simple to use. The following figure lists the steps of taking TDS measurements using a TDS meter:

Step 1: Collect water in a clean glass

Step 2: Remove the cap and turn the                 TDS meter on

Step 3: Insert the meter into the water

Step 4: Lightly stir the water to                           displace any air bubbles 

Step 5: Wait for the display to stabilize

Step 6: Press the HOLD button toview               the reding

Step 7: Remove the meter and shake                 off excess water 

Step 8: Replace the cap 

Check valves 

An RO system has two types of valve - Auto-shut-off valve (ASV)  and check valve (CV). If either of the two is defective then the RO system will not shut-off and the water will be running constantly. 

The following figure lists the steps involved in checking auto-shut-off valve and check valve:

• Ensure that the tank is not empty 
• Remove the drain line from the drain saddle 
• Turn off the water supply line 
• Turn-on the tank valve
• Check if drain water is running 
• If water is running then ASV or CV is defective 
• Replace the CV and check water drainage 
• If water stops, stop testing 
• If water continues to drain, replace ASV 

Clean and Sanitize RO System 

An RO system should be cleaned and sanitized at least once every year. The steps to sanitize an RO system are listed in the figure:

Turn off the water supply line and open the faucet 

Place a towel/tray under the unit for water spills 

Empty the tank and shut the faucet off

Remove all filters and membrane 

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Replace the filter housings 

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Add the sanitizer

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Turn on the water supply line

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Fill the system with sanitizing solution

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Flush out the system until clear water starts flowing 

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Wait for few minutes and flush again

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Re-install all filters and membrane 

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Fill and flush the system once more 

Changing Filters and Membrane 

It is recommended to change the filters /membrane of an RO system as per the following schedule:

Sediment filter 

Change every 6-12 months 

Carbon filter 

Change every 6-12 months 

Carbon post filter 

Change every 12 months 

Reverse Osmosis membrane 

Change every 24 months 

When changing filters or membrane of the system, it is vital to follow appropriate sanitation and service procedures as outlined in the following figure:

Ensure correct cartridges are used for replacement 

Remove the cartridge from packaging only after service is complete 

Ensure the area around system is free from dust 

Be sure to wash hands before starting work 

Be careful not to run hot water through the unit 

Changing filter

The following figure lists the steps involved in changing the filter:

• Turn off the watersupply line and open the faucet 
• Place a tower /tray under the unit for water spills 
• Unscrew the filter housing cap and remove the cartridge 
• Wipe the O-ring clean and replace if damaged 
• Rinse the inside of filter housing and insert new filter
• Lightly lubricate the O-ring and place it back 
• Carefully screw back the housing cap 
• Turn on the water supply and check for leaks 
• Turn on the faucet and allow water to flow 

Changing Membrane 

The following figure explains the steps involved in changing the membrane :

• Turn off the water supply line and open the faucet 
• Place a towel /tray under the unit for water spills 
• Disconnect the tubing from the membrane housing 
• Free the membrane fom the clips 
• Wipe the O-ring clean and replace if damaged 
• Unscrew the membrane housing cap and remove the membrane 
• Rinse the inside of membranes housing and insert new membranes 
• Lightly lubricate the O-ring and place it back 
• Replace and tighten membranes housing cap 
• Turn on the water supply and check for leaks
• Turn on the faucet and allow water to flow 
• 
  

Inform the Customer about the DOS and Don'ts of Maintenance 

Inform the customers that an RO water purifier lasts for many years if it is maintained properly. The following figure shows the various Dos and Don'ts that should be followed :

Do not place heavy or sharp objects on the purifier 

Drain the water form the tank if it has not been used for over 2 days

Do not apply force on the water dispensing lever 

Use only genuine spare parts 

Change the filters and membranes regularly 

Suggest a Solution to the Customer

After identifying the issue, the field technician needs to offer solutions. He should explain all the possible solutions along with the cost associated. He should then propose the best solution and let the customer decide whether to go ahead with the given solutions or not.

The following figure shows the steps involved in offering solutions to a customer:

Suggest solutions to the customer  

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Explain the time for fixing the issue 

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Explain the service method - repair or replacement of part 

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Explain the costs involved 

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Seek the customer's approval for further action

Confirmation of Functionality of the Repaired Module 

Once the purifier has been repaired, ensure that the unit is functioning properly with the repaired or replaced parts. The following figure lists the checks that should be performed after repairs are complete:

• Check that all connections are secure
• Check leaks 
• Check the flow of water 
• Check the TDS of water 

Take Feedback from Customer 

The last step of understanding customer's concerns is to take feedback from the customer as this is the most important thing for an organization. The procedure as shown in the following figure should be followed:

The time taken to resolve an issue and the difficulties that a customer encountered while communicating the problem should be understood. The misunderstanding observed during the interaction should be clearly documented. 

The methods of interaction and behavioral aspects also need to be considered in drawing conclusions after each task or problem handing routine. Getting honest feedback from the clients helps to improve the organizational functioning. 

The field technician can get a feedback from filled by the customer at the facility. The following figure shows a typical template for a customer feedback form:

Understand the Symptoms and Identify the Fault

It is very important for a technician to identify the fault correctly. Wrong identification of fault will lead to wrong solution which will be waste of time and money and can also cause damage to the appliance.

When visiting a customer for a repair/servicing request, it is important to know the details of the problem and accordingly suggest a corrective measure. The customer should be satisfied with the suggested solution. The following figure highlights the to-do list to be followed at a customer's premises:

At customer's
Premises

• Enquire about the symptoms and history of problem 
• Ask about the year of purchase,  service and warranty 
• Identify the problem based on customer's information and examination 
• Communicate the problem identified to the customer and inform about possible reasons 
• Inform the customer regarding the costs involved and hand over the invoice after task is completed 
• Ensure service is provided to achieve 100% customer satisfaction 

Identify the Concerns of the Customers

A field technicians is responsible for the maintenance and repair of RO system installed at custmer's premises. It is very important for him to clearly understand the concerns of the customer. The following figure represents the various activities which should be done before scheduling a visit to the customer's premises:

Check the new requests or complaints registered by the customers 

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Based on the requests/complaints and location of the customer, make a route plan for the day 

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For repairs, anticipate the problem 

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Call the customer to confirm the visit time

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Carry tools and parts accordingly 

Interact with the Customers on Phone 

Prior to visiting a customer's premises for repairing/servicing, it is important to call the customer and ask about the problem in detail. 

The following figure highlighter the to-do list to be followed when on a cell with a customer before visiting the premises:

During a cell with a customer 

• Enquire about the symptoms 
• Ask about the service,  repair,  maintenance and AMC of the equipment
• Identify the problem based on the customer's information
• If the problem can be resolved over the phone, try to do it otherwise commence a field trip 
• Confirm the address and inform about the time of visit 

Interact with the Customer at their Premises 

It is good practice to be humble and respectful towards the customer. The following figure represent how to interact with a customer when visiting the premises for service/repair:

• Smile and greet the customer 
• Listen to the customer's problem/request
• Offer the most effective solution 
• Take feedback of the customer and share with the supervisor 

Post-installation Process of RO Water Purifiers

Once the purifier has been successfully installed, it is time to follow the post - installation process to ensure completion of the installation process. The post - installation process consists of tasks as shown in the following figure:

Post-installation process 

Check the system's functioning 

Providing to the customer 

Documentation

Check the System's Functioning 

Perform the checks as shown in the following figure to ensure that the purifier is working properly:

Switch on the power supply and check that all the connections are secure 

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Turn on the inlet valve and check for leaks

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Turn on the storage tank valve

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Wait till the storage tank fills up 

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Open the faucet to let the water flow ⬇️

Close the faucet and check for leaks

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Open the drain plug to remove any dust particles present in the pipes or storage 

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Close the drain plug 

Providing Guidance to the Customer 

After installing the purifier, the field technician should give a demonstration of the working of the purifier. It is a way of promoting or showing the operation of purifier to the users. The goal of demonstrating is to show the customer how to operate and use the purifier. There are a few rules which must be considered while preparing for the demo. The following figure lists these rules:

Customize 

your demo

Take customer                          Rehearse

Feedback.                                   before 

                                                 presenting 

Test 

everything 

beforehand

Documentation 

The last task of the post-installation process is to fill in all the details in the installation report clearly and get feedback from the customer. The following image shows a typical template clearly of the installation from that the field technician should gill-in after installing an RO system: