Making a difference, one customer at a time.
Any good account manager is going to pick up the phone when you call, answer your questions, and make sure you get the services you need. But Secondwind Account Manager Heather Dahlin does a whole lot more. With her passion for customer service, strategic thinking skills, and attention to detail, she helps our customers keep their commercial water treatment systems running consistently and reliably at the lowest possible cost. And if they encounter a water quality problem, she does whatever is needed to solve it as quickly as possible.
Managing Complex Commercial Water Treatment Systems
A commercial water treatment system is complex, involving multiple pieces of equipment that have to work both mechanically and chemically. If a commercial customer—especially one whose business counts on quality water—has a problem, there’s a lot at stake. “Heather’s holistic approach to account management and outstanding customer service are part of what draws our commercial clients to our company, ” says Steve Guercia, Commercial and Public Water Systems Manager at Secondwind. “She makes a huge difference at Secondwind, one customer at a time,” he adds.
Scheduling Preventive Maintenance
Part of Dahlin’s responsibilities is managing our clients’ preventive maintenance schedules. This isn’t as easy as one might assume. Because every client’s water quality issues, usage, and treatment are different, there’s a lot of variance in recommended preventive maintenance. For example, some commercial sites only need to be checked once a year, while others with more complex systems and equipment are serviced four times a year. Dahlin keeps a close eye on every account she manages to ensure that the recommended preventive maintenance schedule meets the changing needs of their water treatment system. “Certain circumstances—like a change in water use or water quality—will require a modification to the preventive maintenance schedule,” Guercia points out.
Dahlin knows firsthand the value of routine preventive maintenance. She recently scheduled a preventive maintenance visit at a strip mall. It was determined that the water treatment system, which was designed to remove arsenic and uranium, wasn’t working properly. She worked with the technician team to generate a list of possible causes. After a review of the testing history, we determined the mechanical failure was recent because the system was still working chemically. Dahlin scheduled a technician with knowledge of this particular system and problem to solve it. “All of this took less than a week because Heather was on top of everything,” Guercia points out.
When customers call with a problem, they always know they are in good hands with Dahlin because she knows their specific site requirements. This enables her to quickly schedule an appointment with the right technician for the job. After reviewing the technician’s notes, she presents the recommended solution to the customer and upon approval, the work is scheduled.
Dahlin says this is one of the most rewarding aspects of her job. “I’ve really enjoyed learning about each client’s specific treatment system and site requirements. This gives me the power to help them first-hand, and it’s very rewarding,” she points out.
Even after the work is done, Dahlin’s job continues. She always follows up with the client to make sure we solved the problem. “Because water treatment involves complex physical and chemical processes, it can take time to sort out a problem. Heather stays on it until the problem is completely resolved,” Steve notes.
Managing the Chaos
Like any service-oriented business, things can get pretty chaotic—especially when multiple clients need assistance at the same time. “Heather has a knack for ensuring that all of our customers get the help they need. She’s really become the hub of the commercial side of our business,” Steve says.
During her nearly four years at Secondwind, Dahlin has developed a thorough understanding of the varying needs of her customers. This is an important part of her success as an account manager. “Water quality is vital for some of our commercial clients, and knowing their particular needs ensures I can help solve their quality issues quickly and permanently—a top priority for me as a commercial account manager,” she says.
Helping Homeowners Navigate the DES Website
Secondwind also works with the State of New Hampshire on around 100 gasoline-contaminated sites. These are private wells and public water supplies contaminated with synthetic and volatile compounds above EPA drinking water standards. Heather assists these customers as well. She is always ready to help customers with any problems or concerns they may have. Homeowners whose wells have been affected by gas or oil spills, or leaking underground storage tanks have turned to her for assistance in navigating the New Hampshire Department of Environmental Services (NHDES) OneStop website.
“Having to deal with something like this is unnerving to most homeowners. I’m happy to help them navigate the system so they are confident about how the entire fund process works,” Dahlin explains. “Knowing I can guide them through this experience and provide reassurance that they will have safe water is very rewarding to me,” she adds.
Commercial Water Treatment in NH
For nearly 30 years, Secondwind Water Systems has served the commercial water treatment needs of businesses throughout New Hampshire. If you have questions or concerns about the quality of your water, contact us for a free site analysis.