Michael Caithness
Summary
Dynamic Product Support Engineer with a proven track record at Hyster-Yale Material Handling, excelling in technical solution development and customer service. Recognized for mentoring peers and implementing process improvements that enhanced response times. Adept at managing product escalations and fostering teamwork to drive product quality and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Product Support Engineer II
Hyster-Yale Material Handling
07.2023 - Current
- Supervised Co-op students including hiring process and management of student during their day to day activities
- Mentored junior engineers on best practices in technical problem-solving and customer service excellence.
- Managed critical product escalations, coordinating efforts across teams to achieve prompt resolutions.
- Served as a subject matter expert for forklift trucks providing technical support to forklift dealers in Europe, Middle East and Africa to solve complex faults as well as providing pre-emptive solutions to issues in the field and supporting New Product Introductions
- Helped lead investigation into multi-million dollar major issue by providing field information and using the data to identify identified in the root cause analysis
Product Support Engineer I
Hyster-Yale Materials Handling
02.2019 - 07.2023
- Implemented process improvements that led to reduced response times for customer inquiries without sacrificing quality of service.
- Developed strong organizational skills by managing up to 40 different customer issues at once and have gained excellent customer communication skills both written and through on-site meetings
- Coordinate with internal departments to react quickly to issues and to identify improvement areas within company products to improve the business
- Manage the introduction of new series of trucks to the market to best prepare the Service department by completing design reviews, reviewing technical training used for customer training and implementing departmental procedures for new trucks
- Developed customer-facing product documentation and training materials to improve and optimize dealer support
Production Engineer
Thompson Aerospace
11.2016 - 07.2017
- Created precision aluminum parts using Computer Aided Manufacturing software for CNC machines for high class aircraft seating according to engineering drawings and specifications
- Improved CNC program efficiency by optimizing tool paths and reducing cycle times.
- Provided technical support for shop floor personnel, assisting with setup procedures and addressing any issues related to CNC programs.
- Maintained organized library of CNC programs, ensuring version control and easy access for all team members involved in the production process.
- Achieved tight tolerances on critical components with precise programming techniques and careful tool selection.
Trainee Engineer
IPower
06.2014 - 11.2016
- The company links a network of 150 diesel generators across the country to a central Control Centre, where they can be used to produce power for the National Grid
- Operated the power station from the Control Centre using SCADA system including performing tests and interacting with customers
- Supervised the 24-hour operations team and communicated with the government system regulator on a regular basis
Education
Bachelor in Engineering - Mechanical Engineering
Queen's University Belfast
Belfast, United Kingdom06-2016
Skills
- Training and mentoring
- Software installation
- Product testing
- Hardware support
- Continuous improvement
- Timeline management
- Six sigma methodologies
- Technical solution development
- New product support
- Product improvements
- Teamwork
- Customer service
- Time management
- Attention to detail
- Problem-solving
- Excellent communication
- Remote technical support
Timeline
Product Support Engineer II
Hyster-Yale Material Handling
07.2023 - Current
Product Support Engineer I
Hyster-Yale Materials Handling
02.2019 - 07.2023
Production Engineer
Thompson Aerospace
11.2016 - 07.2017
Trainee Engineer
IPower
06.2014 - 11.2016
Bachelor in Engineering - Mechanical Engineering
Queen's University Belfast
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