Servicio Técnico Electrónico

A 90-minute, 4-round basic Express simulation for Spanish vocational training (Formacion Profesional, grado superior), module 1059 Infraestructuras y desarrollo del mantenimiento electronico of the Tecnico Superior en Mantenimiento Electronico.

You are Lidia Perona, the new service coordinator of Servitronica Segura, a fictional electronics technical service in the Region of Murcia with 7 technicians, 800 business devices under maintenance contracts (point-of-sale terminals, self-checkouts, scales, control electronics) and a repair counter for household electronics, and the owner asks you to organise the half-year over 24 weeks, from January to June 2031.

The field team serves the calls first and the preventive plan slips, the parts are not in the van and the counter queue grows.

Round by round you decide which contracts and which response promise (SLA) to sell and how to organise the field and bench technicians; the spare-parts stock and the preventive plan of the contracted devices; the repair-counter procedure under the household-repair rules and the dispatch of calls; and how to handle a manufacturer's mandatory firmware update on 120 terminals of a supermarket chain and the scrapped devices (WEEE).

Each week the field and bench hours, the calls and the backlog, the response time, the penalties and the clients lost, the preventive debt, the counter queue, the revenue and the cost are recomputed. Each round is scored on the margin, the SLA compliance, the mean time to restore (MTTR) and the counter repairs on time, with the penalties, the devices under contract, the calls and the infractions shown but not scored.

Promising an SLA without the capacity behind it destroys the margin. Fitting recovered parts billed as new, or selling scrapped devices to an unregistered scrap dealer, caps the score. Spanish with English.

An introductory simulation that assumes no prior knowledge of the subject, designed for undergraduate courses. It also works in vocational and high-school programmes and in onboarding sessions.