No Time for Downtime: Byron Eck Knows How to Keep His Customers on the Move
Grease, engines, and electrical systems are just some of the things that get Technician Byron Eck out of bed in the morning. It’s also the challenge of troubleshooting and the success of getting a machine running again that fuels his fascination with equipment.
“It started when I was very young working on dirt bikes, and it just blossomed from there,” says Byron. “It was something I’ve always liked. My dad also worked in the equipment industry and encouraged me along the way.”
After graduating from Preble Shawnee High School in 2009, Byron knew he wanted to turn his love for machines into a career. He landed a job as a tech at Southeastern’s Monroe Branch and has been with the company for nearly a decade.
His favorite part of the job? “No two days are alike, so it’s always an adventure. I also enjoy working on the latest and greatest stuff. Sometimes there’s not much technical information on it, and I like solving those kinds of challenges.”
THEY WALK THE TALK
Helpful. Loyal. Capable. Thoughtful. Our company values are far more than words on a page for Southeastern technicians.
They’re a playbook for success in their everyday jobs. Our techs spend their days working in the communities where they live. They have a critical role that finds them on our customers’ worksites every day. They are problem-solvers and product advocates.
“Our techs are the people who get our customers up and running so they have to know our values and how to deal with pressure. Nobody calls them until something breaks, and they’re always walking into a tough environment,” says Adam Powell, Monroe Branch Manager.
Byron knows that feeling firsthand. “Customers aren’t always happy to see me. They have a problem on their hands. A happy attitude is the first line of defense. I try to make it as painless as possible by listening and explaining the situation as clearly as I can.”
TOOLS OF THE TRADE
Byron knows a thing or two about tools. He recently invested in a new toolbox described by some in the shop as big enough to sleep in. “I’m glad it’s getting the attention it deserves,” he laughs.
Whether they’re working in the field or the shop, service reps need to have the technical chops and tools to deliver on what the customer needs. But as he notes, being able to translate the repair process into plain English is another important part of the job.
“The key is the ability to listen and work with what the customer tells you,” explains Byron. “Talk to them about their concerns and be clear on the findings and solutions. If they feel you hear them, everything falls into place.”
