• Oversee service orders and flow of Drive Lane. Ensure that customers receive prompt, courteous, and effective service. • Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customer. • Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled. • Ensure the daily inventory of technicians' time is consistently sold to service customers. • Distribute work between technicians efficiently. • Answer technical questions about vehicle problems, warranties, services, and repairs. • Maintain Customer Satisfaction scores at or above company standards. • Assist in diagnosing vehicle problems; order parts and tools as necessary. • Oversee administration of warranty claims as well as training and supervising of service department employees. • Set schedules and assigns tasks to service department employees. • Reinforces company policies and adheres to company standards. • Encourages compliance with applicable laws and regulations. • Maintain good working relationship with factory(s) and foster positive employee relations. • Collaborate with upper management to make service department hiring and discipline decisions.