Joe Burns

Background

About Joe Burns

I have worked as a team manager now for 12 years at Cashman Equipment and now Empire Southwest. This position has been an amazing experience and provided me with a great deal of professional growth. I began at Cashman Equipment in 2011 as a Condition Monitoring Specialist. My role was to watch over a group of equipment and provide recommendations to clients on the current health of their fleet. With recommendations the clients had the opportunity to improve operations and processes to reduce downtime and costs associated with their maintenance and operations. Within 1-1/2 years I requested the opportunity to manage the team I was part of. This new responsibility had me overseeing client support contracts, machine telematics connectivity and standard jobs. As I developed my leadership skills and improved metrics in these areas I was given additional responsibilities. After servicing in the above role for four years I was asked to manage the Product Support team when the previous manager resigned. I spend 2 years in this role developing new skills and working directly with product support reps and clients. The primary goal was to improve revenue for both parts and service support. As the company continued through leadership changes my new boss requested that I rejoin my previous team and work to take that team onto new and greater heights. During the time I rejoined the team Caterpillar was developing excellence programs for dealers. These excellence programs were designed to help dealers achieve greater success in client services and support. I was a contributor to Service Excellence Program as well as owning the Digital Excellence Program responsibilities for the dealership. This opportunity allowed me to enjoy working with many other departments in the organization to achieve the new targets set each year. Most recently the digital responsibility I’ve had has allowed me to also manage the eCommerce business for our dealership. This includes meeting global dealer standards in multiple categories. These goals are all meant to drive a more client friendly experience when purchasing online. This has been an excellent opportunity and has helped our dealership improve in a much needed client support category. Since the start of 2023 my previous dealership Cashman Equipment was acquired by the neighboring dealership in Arizona. I’ve been a part of the Product Support team at Empire Southwest ever since.