Equipment Corporation of America (ECA) wins Bauer Service Partner of the Year Award for outstanding customer service. Company's strategic shift towards customer-centric approach and dedicated team efforts led to the prestigious accolade, motivating them to maintain top-tier service standards globally.
Photo courtesy of ECA
The award was presented at the annual Bauer Parts and Service Meeting in Germany, where ECA edged out strong competition from other Bauer subsidiaries and dealers worldwide to earn the prestigious accolade.
Equipment Corporation of America (ECA) has been honored with the Bauer Service Partner of the Year Award for 2023, an important goal in the company's commitment to delivering outstanding customer service and support.
This award recognizes ECA's industry-leading efforts in providing proactive, solutions-oriented service, which has become the hallmark of the company's strategy since 2019.
The award was presented at the annual Bauer Parts and Service Meeting in Germany, where ECA edged out strong competition from other Bauer subsidiaries and dealers worldwide to earn the prestigious accolade.
"This achievement reflects the hard work and dedication of everyone at ECA," said Joel Ross, VP of product support at ECA.
"The award has been a key objective of ours since it was identified in our 2019 strategic planning. We realized that to truly grow, we needed to shift our focus from individual branch performance to supporting customers at every level of the organization. It's about developing meaningful relationships and finding unique solutions to serve our customers better. Winning this award shows that we're on the right track."
Gordian Ulrich, VP of Bauer Product Sales at ECA, echoed the sentiment emphasizing the "all-in" attitude of the service department.
"When we developed our five-year strategic plan, we decided to become more service-focused, as we believed that was what would set us apart. I'm thrilled to share that our hard work has paid off — we finally won the Bauer Service Partner of the Year Award, and I dedicate this honor to all the incredible people in our parts and service teams."
"Success in this department could not be attributed to one individual according to Ross and Ulrich, but rather the collective effort of the entire ECA team. Key contributors such as Kevyn Bates, who provided a relationship-based blueprint for building parts sales; Chris Horne, ECA Canada's director of service, with his depth of knowledge and never-give-up attitude; Shawn Cunningham, who pioneered the role of product support sales representative (PSSR), a vital position for ECA that has expanded into five other territories; Chris Recke, who originally started ECA's Bauer Service Team with Ulrich in 2019; and Gus Delfarno who brought a contactor-oriented mindset to our team," the company said.
"The Bauer executives repeatedly highlighted how far ahead ECA is compared to other subsidiaries," Ross added. "While it's encouraging, this award isn't a reason to rest on our laurels. Instead, it's motivation to keep pushing forward to achieve 100 percent customer satisfaction. We believe that with the dedication and expertise of our team, it's an achievable goal."
Ulrich believes it is ECA's commitment to elevating the customer experience through teamwork, continuous improvement and innovative service strategies that made the goal achievable.
"Managers may set the stage," Ulrich said, "but it's our team that plays the music. This award belongs to them."
As ECA celebrates this achievement, the company remains focused on enhancing its service capabilities and strengthening customer relationships across all regions, staying true to the philosophy that exceptional service is not just an outcome — it's a mindset.
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