As a Senior Product Support Specialist, George Buss’ only goal is to solve customers’ problems. And after 19 years with Sentry Equipment, he has seen the impact of dedication to the customer and employee-ownership culture through significant company and professional growth.
“Serving the customers, solving the customers’ problems and providing that satisfaction can be a challenge – nothing is perfect. But I want to be the person that makes the customer forget the problem and remember how the problem was solved,” he says.
This dedication to customer service started at the age of 15, when he worked at a full-service gas station not far from Sentry Equipment’s headquarters as well as several other customer facing rolls in the automotive service industry. He brought that commitment to Sentry Equipment when he joined the shop floor 19 years ago to help with assembling components, welding and painting.
His service experience came in handy when he transitioned into handling service and support calls, before entering his current position as a product support specialist. This continual career progression is one of the reasons he’s found a good fit at Sentry Equipment.
“There’s a culture of opportunity. All of my interests were supported, and management helped me achieve goals inside and outside of the Sentry Equipment walls,” says George.
Now, he handles a wide variety of tasks; from creating sales presentations for companies and helping develop price lists, to developing service quotes and going into the field on service calls. He also fields calls when customers need help with their problems.
senior product support specialist
What advice would you give someone going into your line of work? “In difficult situations, the first thing the customer wants is to be heard and understood. Be that listening ear and validate that it is an issue and you care to make it right.”
Three things he’d take on a deserted island: “Fishing gear because a man’s got to eat. An ignition source or a lighter for a fire. And my dog, Marley, for entertainment and companionship.”
What should people know about Sentry Equipment as a company? “We have a culture of communication and not just agreeance. If something doesn’t line up with our values, anyone can and should speak up because it is only through this communication we can improve.”
culture is the key
Since George started in 2001, Sentry Equipment has experienced a significant growth in the service department. “We went from reactive to proactive service opportunities,” he says. “This has been a huge asset to our customers.”
Sentry’s culture is key to this growth and success, and his vested interest as an employee-owner inspires him to go above and beyond.
“Employee ownership is promoted throughout the company every day and isn’t found at other companies,” he says. “We take ownership and commitment in what everyone does and what we produce, which in turn, shows a real commitment to the customer.”
As a proud employee-owned company, Sentry employees share in the benefits of our hard work, positive results and continual improvement and innovation. And we believe complete employee ownership makes a difference.
“ESOP culture has always felt real. Sentry Equipment is fair, upfront and very transparent with their employees,” says George. “My experience from the field and personal knowledge allowed me to build relationships where I could make suggestions, and my feedback has made a real impact on product development.”
When he’s not working, George spends time with his wife, 8-year-old son and 12-year-old daughter. He likes to hike, hunt, fish and vacation in northern Wisconsin, and often spends time “putzing around” at home - fixing things and dabbling in welding and metal art.
Whether he’s working at home or in the office, he’s always dedicated to doing a job worthy of Sentry’s customers. “I take pride in my work and receive the same pride back with recognition for hard work that goes beyond a pat on the back.”
Employee-Owner Profiles is a regular feature that highlights members of our team. As an employee-owned company, Sentry Equipment believes that employee ownership makes a difference. Our employee-owners are dedicated to hard work, positive results and continual improvement and innovation to provide our customers the highest quality products and services.