Redmond, Wash.-based Genie Industries recently restructured its field service team to enhance its North American service program. With the realignment, Genie regionalized its teams in order to service its customers more efficiently and to foster one-on-one customer relationships.
Dean Barnes, Bob Bartley, Jim Pneuman and Jim Rocco accepted newly created regional service managers positions. In these new roles, the regional service managers, covering the Central, Western, Northeast, and Southeast are in the process of developing their respective teams to implement Genie’s overall strategies within their assigned regions.
“It is important for us to have an intimate understanding of our customers and their equipment in the field,” said Steve Gooding, Genie’s director of technical support. “Implementing our new service team structure allows us to stay in constant communication with our customers and enables to us to respond faster and make better decisions in regard to their needs. Already, our customers are benefiting from this new system — our regional service managers are able to provide leadership for our new field-based team members and facilitate more effectively local field service issues."
Genie’s customer support team prides itself on prompt and courteous communication to its customers, providing 24/7/365 coverage from 26 factory-based professionals and 16 field-based representatives in North America. The Genie service team also conducts regular hands-on training, both in the field and at the factory, to ensure that all service professionals have the most current information available and are best able to efficiently and effectively handle all customer needs.