Customer Service Engineer

Robert Scheibeler

Buda, TX ***** Residence: 512-***-****

**** **** ***** **. *******@***.*** Cellular: None

Senior customer service engineer with a 22-year career path managing a high-

volume technical service center for a globally leading manufacturer,

distributor, and service provider of postal mailing equipment and business

technology solutions. Known for consistently delivering targeted

productivity levels and customer satisfaction through management of service

technicians and implementation of process improvements. Key strengths

include:

. Service Center . Workflow Coordination . Problem Escalation

Management Resolution

. Staff Training & . Inventory Control / . Activity Reporting

Supervision Tracking

. Client Relationship . Safety Guideline . Procedure Development

Building Compliance

professional experience

B WE BELL + HOWELL (BBH), 1987 - 2009

Providing on-site service for

JPMorgan Chase Service Center, Brooklyn, NY

1987-2007

USAA Service Center San Antonio, TX

2007-2009

Maintain a longstanding tenure with this worldwide leading manufacturer and

distributor of mail inserting and sorting equipment, bookbinding machines,

and business technology solutions. As a premier service provider within the

document processing industry, BBH has 40 in-house service centers and

hundreds of satellite offices in the United States and overseas that

dispatch assigned field service technicians to commercial customer sites.

Senior Customer Service Engineer, 1997 - 2009

Customer Service Engineer 1992 - 1997

Service Technician 1988 - 1992

Service Representative 1987 - 1988

1. In current position as a senior customer service engineer, direct day-to-

day operations of the BBH's Chase Service Center, one of B we Bell +

Howell's major corporate accounts.

1. Engineer and maintain postal mail inserting and folding equipment,

overseeing all aspects of inspections, diagnostic testing, rebuilding,

installation, troubleshooting, and repairs.

1. Serve as point person for all mailroom business areas in charge of the

training, supervision, and evaluation of technicians to ensure the

efficient repair of 25 to 40 weekly assignments (standard and special

orders).

1. Manage the purchasing of up to 75% of machine parts and components

direct from BBH and 25% through vendor sourcing; reduce costs by

restocking, redistributing, or reselling obsolete inventory.

1. Led the upgrade of machines from OMR (optical character readers) to BCR

(binary character readers) to keep current with industry standards;

proactively acquire training on current systems and technologies.

1. Cost-effectively provide in-house training to service representatives,

service technicians, customer service engineers and senior customer

service engineers on all service center operations and all equipment

models.

1. Increase productivity levels through implementation of process

improvements and written technical procedures that assist machine

operators in expediting machine changeovers from one job to the next.

1. Coordinate the weekly scheduling of large postal machines, yielding a

same-day turnaround time from order to completion and next day turnaround

times depending on availability of required parts.

Continued

ROBERT SCHEIBELER

Resume, Page 2

Residence: 512-***-****

Cellular: None

B WE BELL + HOWELL (BBH),

Senior Customer Service Engineer, Continued

9. Ship small electronic components to manufacturer for repairs and handle

all field change orders (FCO) and retrofitting of all large equipment on

site.

9. Provide customer consultation on available machines according to

business needs, preferences and budget.

9. Use the Vantive inventory-tracking program to monitor the availability

and need for replenishing inventory.

9. Oversee the reporting of all services, including uptime, timesheets, and

product performance status.

9. Work in accordance with OSHA and EPA regulatory guidelines to ensure the

safe disposal of chemicals.

9. Conduct informal staff meetings to address problems and changes in the

workplace.

9. Selected as Technician of The Quarter and Technician of The Year.

Education

Grumman Data Systems Institute Woodbury, NY

Associates degree in Electronic Technology, 1987

College State University of New York at Farmingdale, Farmingdale, New

York

Coursework: Aerospace, Automotive Technologies and Airport Management,

1982-1984

Computer Skills

MS Word, Excel and Outlook; Vantive, and Concour

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