Heil Adds Shaw to Customer Support Team

According to a Heil news release, Shaw’s initial efforts will focus on refining its Customer Support Center’s structure. He also is responsible for designing and implementing processes to make it possible to respond to customer needs more quickly, accurately and efficiently, in part by maximizing the capabilities of the recently deployed Call Central phone system. Shaw also plans to re-engineer Heil’s Ready Truck program and create effective internal and external training programs.

“A lot of companies today tend to become very robotic and impersonal when it comes to dealing with their customers,” Shaw says. “What I’m looking to do is build a strong bond with our customers, streamline processes and make it easier to do business with Heil. We’re focusing on providing our customer base with old-fashioned customer service ethics and values by using modern technology supported by extensive training and performance-based goals and objectives.”

Shaw has more than 17 years of experience in customer service management with other manufacturers, including Bacou-Dalloz Americas, Sea Gull Lighting and Hitachi Power Tools. He has led customer service and satisfaction initiatives; managed sales support activities; directed call center and inside sales operations; and developed customer service centers.

Shaw will be based at Heil’s Fort Payne, Ala., manufacturing division.

Heil Environmental, established in 1901, is a manufacturer of refuse and recyclables collection bodies, including front loaders, rear loaders, side loaders and models designed specifically for collecting recyclables. The company has manufacturing facilities in Fort Payne, Ala.; Greenville, S.C.; and Hillend, U.K. Heil is part of the Dover Company holding group.