Michael Baugh Email & Phone Number

Lexington, Kentucky Area

The Product Service Specialist is a position that is the liaison between Dealers-end users and the Engineering department. This position works under the direction of the Department manager to provide detailed information and assist in determining cause and solution of problems as they occur. The primary responsibilities are to provide field service technical support to both the entire dealer organization and end user customers throughout North America. Monitors, forecasts, controls and authorizes expenditures of sales policy funds. Provides training for intra-divisional personnel and dealership and technical personnel. Serves as the principle representative for the initiation, tracking and control of Field Fixes and Field Campaigns. Duties include writing of Service Information Bulletins; may serve as CLARK Representative at Regional and National Service Managers Meetings; close interaction with product engineering to insure problems are identified prior to initiation of new product models; direct contact with suppliers to ensure defects or product design problems are recognized and corrected; provide input for technical publications prior to distribution; monitor field problems and communicate them to the appropriate personnel (Engineering, Manufacturing, or Quality) for corrective action; develop Standard Times Guide for establishment of warranty time guide authorizations; work with aftermarket support personnel to establish new truck parts stocking levels for dealer organization; and review warranty claims to resolve CMHC/Dealer disputes or to authorize claims for known problems.

Senior Quality Tech IIResponsibilities: Write product warranty analysis reports, and review results with production personnel to initiate any corrective action that may be needed and follow up at a future date as to progress. This is required for any future ISO or vendor audits. Maintain monthly PM data sheets for all critical and secured measuring devises, tools, equipment, and machines used throughout the plant by production personnel and publish the collected data on the share drive for management review and any future ISO or vendor audits. Perform monthly calibrations and documentation of such calibrations on all secured measuring devices used throughout the plant by personnel in their daily duties. This is required for any future ISO or vendor audits. Perform any repair of such measuring devises if possible. If repairs cannot be made in house, determine if they can be made outside, or if devise needs to be retired and replaced. Order repair parts or replacement if needed.

Resident Service Engineer IIIResponsible for providing technical support on forklift drive train components either on the phone, e-mail, Right Now Technology (Contact Management) worldwide, or in person within the U.S. by traveling to the dealership or customer site to troubleshoot and resolve any service related issue as required. Worked daily with Customers, Dealer Principals, Service Managers, Technicians, Warranty Administrators, and Sales personnel. Administered standard written warranty policy and out of warranty issues on forklift drive train components. Wrote Service Grams / Bulletins.

Wrote Service Manuals for cranes and excavators.

Engineering Liaison & Service Engineer – Lexington KY (1990-1994)• As Engineering Liaison, traveled throughout Asia, Europe, and the United States setting up forklift transaxle production facilities.• As Product Service Engineer, dealt with Customers, Dealer Principals, Service Managers, Technicians, Warranty Administrators, and Sales personnel daily by phone, e-mail, or in person by traveling to the dealership or customer site to troubleshoot and resolve any service related issue. Administered standard written warranty policy as well as out of warranty issues on forklift components. Wrote Service Grams / Bulletins.