Oswego, Illinois, United States
• Highly qualified and experienced professional with more than 20 years of automotive experience. • Skilled and certified automotive repair professional with in-dealership and after-market technical experience. • Successful track record of resolving abnormal vehicle repair concerns and restoring customer satisfaction. • Experience in managing Dealership sales and service processes that include: fixed operations, finance, and vehicle sales. • Strong performance in customer satisfaction improvement and maintenance processes.
Provide Technical Training to Toyota Technicians in all areas of vehicle diagnosis and repair. Specialize in advanced subjects including Communication Network diagnosis, Engine Performance, diagnosis using an Oscilloscope, Smart Key, Hybrid System Control, Telematics, Navigation, and Engine Repair. • Use CAD and 3D Printing Technology to dimension, design, and manufacture various training aids for use in the classroom. • Provide input to Course Developers and directly modify existing classes to reflect the current repair work being performed in the dealerships. • Maintain and manage training vehicle fleet of approximately 20 vehicles. • Developed and produced breakout boxes for electrical diagnosis of Smart Key and Four Wheel Drive Systems.
Resolve abnormal vehicle concerns by providing technical assistance including on-site vehicle diagnosis. Manage Skill Level Guidelines of 17 High Volume Dealerships. Document field repair information for Product Quality and Service Satisfaction. • Perform post-crash analysis on accident vehicles and report findings to Engineering. • Represent the Company during legal arbitrations. • Provided technician training on new model vehicles including the Plug In Prius. • Perform vehicle investigations and provide documentation that is supplied to NHTSA.
Resolved abnormal vehicle concerns through engineering assistance at large volume metro-market dealerships. • Managed Shop Competency of 41 dealerships. • Documented field repair information for Product Development Engineering. • Enhanced relationship with entire dealer body by resolving vehicle repair issues. • Created solutions for resolving vehicle repair issues before vehicles became eligible for legal action. • Incorporated retail growth strategies into routine dealer visits. Identified areas where retail business could be expanded.
Provided technical repair solutions to dealership technicians on Ford Motor Company National Technical Hotline. • Developed and authored Technical Service Messages for nationwide dealership publication • Functioned as Subject Matter Expert for Gasoline Engine Drivability group • Reduced warranty cost by presenting more efficient repair procedures to technicians • Provided engineering with recorded PCM data and operating characteristics from technicians in the field, which was used to resolve an emerging idle quality issue on the Econoline vehicle line