Roy F.

Birckbichler
4921 Whitmore Pond lane
Charlotte, NC. 28270
(847) 971-8180 rbdd1320@westpost.net

SUMMARY
Results-driven, innovative customer services and technology management professio
nal in the high technology business sector; proficient in the areas of service s
ales and delivery, customer focused business solutions, customer satisfaction an
d relations, quality programs, process improvements, revenue attainment, product
ivity improvements, forecasting, budgeting, and maximizing profitability, value
added services business development, technical support, and employee motivation
and satisfaction; Complemented with a proven track record of growing small busin
ess elements into large revenue producing efficient profitable business operatio
ns. Extensive experience in the hiring, training, teamwork, leadership, and mana
gement of, customer service and production personnel, service managers, administ
rators, and hardware and software technical support representatives. Desire asso
ciation with a progressive growth orientated company, which offers opportunity f
or professional growth, challenge, creative thinking, and an inspirational envir
onment for successful achievement.

PROFESSIONAL EXPERIENCE
Honeywell Scanning and Mobility A division of Honeywell International
1/04 - Current North America Service and Repair Manager and Business Leader.
Responsibilities include operations management, planning, budgeting, financial p
erformance, business growth, revenue attainment, resource allocation, customer s
atisfaction, and process improvements for the Fort Mill SC. North American Servi
ce and Repair business. Developed the Service operation from a warranty repair c
ost operation to a revenue generating business delivering significant profitabil
ity through value added services such as asset tracking, on-demand turn-key devi
ce delivery, application loading, key encryption for debit card transactions, cu
stomized accessory packages, providing on-site support services through partners
, battery management programs, configuration management, and other custom soluti
ons to resolve our customer's business requirements. The operation is ISO 9000 c
ertified and very focused on driving continuous improvement in customer satisfac
tion, process changes to meet the business and customer requirements, and adapta
ble on-line system tools to support the ever changing system and support require
ments now and in the future. Developed and presented services sales and value ad
ded services programs for the sales kick off and partners meetings for North Ame
rica, Latin America, Mexico, and Brazil and provided best in class programs for
EMEA (Europe, Mid East, and Africa) and Asia with successful results achieved fo
r all geographies. Was an active participant in the Board of Directors meetings
for Hand Held Products prior to the purchase of the company by Honeywell.

SYMBOL TECHNOLOGIES, INC. A Long Island New York manufacturer of bar code scanne
rs, portable mobility solutions, handheld computers, and wireless communication
devices. The company's revenue for 2002 was $1.3 Billion, with service revenues
of $300 Million.
1/00-4/03 Senior Director of Service Center Operations for the Americas.
Provided the operations management for, planning, budgeting, financial performan
ce, business growth, revenue attainment, resource allocation, customer satisfact
ion, and process improvements for the eight service centers in North America, fo
r two Maquiladora's in Mexico, and for supporting the Canadian and South America
n Service operations. Increased the service revenue by 25% per year into a $200
Million business consisting of 700 associates performing over two million repair
s per year. The operation handled warranty, component repair, and unit repairs f
or all of North America, and achieved productivity improvements of 15% per year.
Managed the design and implementation of the Web Portal, Dispatch for Windows,
and Clarify service tracking and call handling systems, and the direct billing a
nd collections of non-contracted revenue.
Delivered customer satisfaction and customer relations for all North American cu
stomers including large accounts such as; Target, Wal-Mart, UPS, USPS, FedEx, Se
ars, and Kmart.
Delivered and supported sales and customer presentations, worked extensively wit
h marketing and sales to develop business programs, and sold strategic service p
rograms to the largest retail and package distribution customers.
Planned and managed the transition and consolidation of the service operations f
or the acquisition of "Telxon Corporation", a $60 million dollar service busines
s.
Winner of Presidents club five times for over achieving revenue and performance
goals.
8/95-1/00 Director of North American Service Operations.
Directed and managed the activities and business responsibilities of the on-site
and depot services operations for North America, primarily focused on rapid gro
wth and expansion. Split the business into two separate operations to focus more
on customer needs, customer satisfaction, and to drive business growth from two
perspectives. Achieved ISO 9002 certification and implemented Six Sigma perform
ance standards and corrective action processes for North America service center
operations.
6/88-8/95 Regional Customer Service Manager of the Central Region
Responsible for all services sales activities, revenue growth, operational and b
usiness requirements, customer satisfaction, and the on-site service performance
for the north central area of the United States.
Was awarded "The Service Director of the Year".

INSTANT IDENTIFICATION IMAGES, INC. Chicago, IL. A start-up company that markets
access authorization systems, which incorporate a digital and video database ut
ilizing advanced technology devices.
3/87-6/88 Vice-President- Director of Hardware Applications.
Completed and submitted proposals to targeted customers for systems sales. Plann
ed, managed and implemented production, services, system installations, informat
ion systems for reporting and tracking. Recruited, trained, and developed techni
cal staff to support customer requirements. Provided customers, programmers, and
developers the appropriate design requirements and managed the third-party purc
hasing and service relationships. Implemented a check authorization card identif
ication system for Harris Bank, and won the security identification system contr
act at the Pentagon.

PRIME COMPUTER, INC. Natick, MA. Manufacturer of mid-sized, multi-user computer

systems.
12/84-3/87 Regional Manager -Chicago Area
Transferred to Chicago to fill the Regional Manager position, which required uni
que management skills to resolve employee attrition and customer satisfaction is
sues. Reported to Operations Director and covered a nine-state area in the Midwe
st, managing the activities of 72 customer service employees and six branch mana
gers. Drove employee and customer satisfaction, asset control, productivity impr
ovements, and financial management and grew the revenue base to $14 million with
a 58% gross margin.
Received management awards for, achieving 100% completion of customer contract c
onversions, being an outstanding contributor to the success of the corporation,
and excellence in employee development.
9/84-12/84 Assistant to the Vice-President of Manufacturing and Service -Boston
Temporary assignment intended to provide corporate headquarters experience, with
responsibility for customer service and manufacturing interface, and special pr
ojects.
Successfully created new worldwide software support group and call center in the
corporate headquarters.
5/82-12/84 Regional Manager -Pittsburgh Region
Reported to Operations Director, established new region, hired personnel, mainta
ined customer and employee satisfaction, and managed receivables and expenses.
The region grew to eight locations, with four branch managers, and 50 employees.

5/80-5/82 District Systems Field Engineer -Cleveland District

Received excellent customer satisfaction ratings and provided hardware and softw
are technical support, screening applicants, training, repair center production,
and for the supervision of 18 field service representatives.
11/77-5/80 Senior Field Engineer and Field Engineer -Pittsburgh, PA
Successfully maintaining customer satisfaction and system technical support for
the Cleveland District. Supervised and trained local field engineers and respons
ibilities included dispatching, inventory control, repair center productivity, a
nd software support. Established the first productive component level repair cen
ter in the field and was nominated to President's Council of Excellence.

WABCO (Westinghouse Air Brake Company) Swissvale, PA Union Switch and Signal Div
ision
Manufacturer of railroad control systems and emergency devices.
2/77-11/77 Computer Systems Engineer
Provided configuration and design of custom computerized control systems; estima
tion of system hardware and maintenance costs, installation, testing, and suppor
t of system hardware.
4/76-2/77 Technical Writer
Wrote and edited technical manuals for computerized railroad control systems.

COMPUNETlCS, INC. Monroeville, PA Company designs and manufactures computer inte

rface equipment and peripherals.
6/74-3/76 Design Engineer
Designed computer interface devices, established material procurement and manufa
cturing production procedures, and conducted installation and acceptance testing
.
12/72-6/74 US Navy Contractor- Held a Secret Clearance
Installed and maintained computer systems, peripheral equipment and interfaces f
or the U.S. Navy Tactical Support Centers, located in Maryland, Virginia, Guam,
Hawaii, and Southern California, and provided system operation and maintenance t
raining for US Navy personnel.
EDUCATIONAL BACKGROUND
LOUISIANA STATE UNIVERSITY Baton Rouge Louisiana - BA Executive program
PENN TECHNICAL INSTITUTE Pittsburgh, PA. A.A. in Specialized Technology

PROFESSIONAL DEVELOPMENT
Honeywell Green Belt Six Sigma Lean Certified
Attended the Bosworth and Kenny Solutions Selling and Customer Centric Selling t
raining courses
Honeywell Learning Management System - completed many on- line training seminars
for employee safety, management skills, updates in employment laws and legaliti
es, and supervising for success.
Symbol University- Formed inside Symbol Technologies, Inc., provided many accred
ited and professional development courses. Completed courses include management
development, effective communications, presentation skills, business finance, bu
siness law, affirmative action, and team building courses.
Prime Computer- purchased and internally developed courses. Completed courses in
clude management development, time management, effective communications, team bu
ilding, and technical training courses.
Carnegie Mellon University- Certificate of completion for the micro- computer wo
rkshop.
AFSMI- Association for Services Management International- Attended many seminars
and courses focused on current business requirements and future business develo
pment.