Employee Spotlight – Eric Dodd

In this month’s employee spotlight, we interview Eric Dodd, Assistant Director of Field Services. He talks about challenges our service group faces, why training matters, and his favorite Houston sports moment.

What led you to pursue a career in field services?

I got started about 25 years ago, working for Academy Sports and Outdoors. A buddy of mine, knowing I had a background in working on cars and such, gave me a shot as a conveyor technician. He taught me everything I know about the field. I fell into it from there.

Cisco-Eagle reached out to me about 16 years ago, offering me a position. At the time, I was hesitant because I had been with my previous company for 10 years. I called my dad for advice, and he told me, “If you don’t take risks, you never get anywhere.” So, I took the leap—and I’m sure glad I did.

What are the most significant challenges you face in maintaining and servicing material handling equipment?

I’d say one of the biggest challenges is managing expectations when systems go down. Regardless of the cause, it’s our job to step in and get things running smoothly again, which can be stressful for everyone involved. Understandably, customers may feel frustrated when things aren’t working, and that can add pressure to resolve issues quickly, but we know how important it is to help them get back on track as soon as possible.

How do you ensure your team is prepared and well-trained for the diverse tasks they encounter?

We developed a training matrix to track what our team members are certified in and when those certifications expire. It helps us stay on top of recertifications, especially for different manufacturers.
On a day-to-day basis, we send out a schedule every Sunday so the team knows what their week looks like. Of course, things can change, but at least they have an idea of what’s ahead and where they’ll be working.

Can you share an example of when your team went above and beyond to solve a customer’s issue?

One recent example comes to mind. A new motor was installed for a VRC unit about a year ago, but the customer recently called us saying the motor wasn’t working. We went out of our way to track down the issue, got the motor covered under warranty, and did the work for free, just to make the customer happy. It was costly, but at the end of the day, it was the right thing to do.

What safety measures are most critical in your field, and how do you ensure compliance?

The lockout/tagout procedure is hands-down the most important safety measure we have. At the end of the day, our priority is making sure our guys go home the same way they came to work. We provide extensive training on this—online safety courses, monthly safety meetings, and a numbering system that ensures every worker has at least two lockout/tagout devices on them. We keep track of who’s assigned to each device. It’s the most critical safety measure we can take to keep everyone safe.

You’re a big Houston sports fan. What’s your most memorable Houston sports moment?

The most memorable one, though probably not the best, was during a game between the Houston Texans and the Tennessee Titans. Andre Johnson got into a fight with one of the Titans players. He ended up receiving a standing ovation for it, which was pretty funny. That’s a moment that sticks out for me.

Who is Cisco-Eagle?

Cisco-Eagle is a big company, but it has the feel of a small, family-run business. That’s something I love about being here. I’ve been here for 16 years, and seen a lot of growth and no matter how big we’ve grown, it still has that family atmosphere.

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Evan Fleishacker