Let me take a couple of lines of print to introduce myself. I have been a Service Manager/Director for over 30 years and until recently worked as service manager at a successful Toyota dealership.
I grew up in upstate New York, and spent some time in California before the famous "greetings from your Uncle Sam" letter came. I was in college when drafted into the Army in 1966, I passed some tests and went to Infantry Officer School, then Airborne training and finally to Vietnam. I spent a year there as an Infantry platoon leader with the 101st, performed my duties, along with being wounded. I stayed in the Army for a couple of years and became a pilot. I was going back to Vietnam when Nixon made the decision to pull the plug on more support, which sent me home.
After getting out of the Army in 1972 I became an instructor in auto mechanics for Ford Motor Company at their Boston Office. That program ended and I then became a service manager for a Ford dealer. In 1978 I went to a fairly new company in the northeast called American Honda and was the Service Rep for part of New England. Back then, District Rep's were not paid well so, back to the dealer's I went.
In 1990 I went to a Toyota dealer and fell in love with the product. I have been with the Toyota product ever since. I have achieved all the awards and levels of training Toyota offers, eight Service Excellence awards and seven Presidents awards. I went to the National 1998 Customer Relations finals in California, and though I didn't receive an award that time, I was proud to be able to attend.
During the years with Toyota I saw the number of vehicle models more than double. This meant that the warranty FRTG book (now books) also grew. When I started, we did all repair orders by hand using pens. Now, many of us have PC's with Internet connections, bar code readers and even the newest fad: tablets. Toyota has stayed in the paper business, so I thought why not use our new tools to make coding warranty claims easier and more accurate.
This project took on a life of it's own and if you try it you will probably never go back to the books again--or at least that's my goal. Some dealers say I will get rich, and others ask why the program is so cheap. Well, my thinking is, why not share my experience and knowledge of the industry, while making the cost affordable and user friendly. At my age "getting rich" isn't as important as the satisfaction of making life fun and easier for as many people as I can. Therefore, I based the cost of the Program on the cost of having two sets of FRTG books in the dealership.
Thank you for reading, and allowing me to introduce myself. I hope that knowing the person behind the program will make you feel comfortable asking me any questions you may have. More importantly, I hope you enjoy the Warranty Coding Program as much as I have enjoyed bringing it together. Along the way, I hope to meet some of the good people who use it.
The ideas and comments from Toyota service managers and warranty administrators are always gladly received. The feedback received has been appreciated, and most of their suggestions have already been implemented. Adding your experiences to my own only makes this program work better for everyone.
This program is not associated with Toyota as of yet. My concept is now being noticed by the top people in Torrance. My goal is to have this program the method dealers use to obtain the op codes for warranty claims and do away with the paper books still in use.
If you find a need for a Warranty Administrator or your Warranty Admin needs additional or advanced training vist Warranty Admin Solutions for on site or distant help.
Founder and Toyota Master Service Manager