Heil Environmental has hired Bill Shaw as its new customer support manager. With Shaw’s appointment, Heil also has moved its Customer Support Center into its sales and marketing organization to better align it with product development and voice of customer (VOC) initiatives.
Shaw is charged with continuing to evolve Heil’s Customer Support Center into a world-class service organization; his initial efforts will focus on refining the 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.
Shaw brings to Heil more than 17 years of experience in customer service management with various manufacturers, including Bacou-Dalloz Americas, Sea Gull Lighting and Hitachi Power Tools. Heil says Shaw has led customer service and satisfaction initiatives, managed sales support activities, directed call center and inside sales operations, and developed state-of-the-art customer service centers.
Shaw, who is a member of the International Customer Service Management Association (ICSA), is based at Heil’s manufacturing division in Fort Payne, Ala.