Lance Hoefener
Rogers,MN
Summary
Organized Fixed Operations Director with a proven track record at Porsche St. Paul, excelling in service department management and customer relationship building. Achieved top 5 dealership status in customer satisfaction by implementing revenue growth strategies and mentoring staff, while optimizing scheduling processes to enhance workflow efficiency.
Overview
27
27
years of professional experience
Work History
Fixed Operations Director
Porsche St. Paul
05.2018 - Current
- Streamlined service department operations, enhancing workflow efficiency and customer satisfaction.
- Interacted well with customers to build connections and nurture relationships.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Mentored service staff, fostering skill development and promoting a customer-focused work environment.
- Grew service department from 2 technicians in 2018 to 6 technicians in 2025.
- Customer service index in the top 10% of all dealers.
- Achieve top 5 dealership in customer satisfaction in 2019 and 2022.
- Collaborated with sales and marketing teams to enhance customer engagement and retention initiatives.
- Resolved escalated customer complaints promptly and professionally, maintaining a high level of client satisfaction.
- Boosted customer satisfaction by implementing efficient service processes and streamlining communication between departments.
- Managed team of service advisors, technicians, and support staff for optimal performance in daily operations.
- Created a positive workplace culture by promoting teamwork, open communication, and professional development opportunities among staff members.
- Cultivated strong internal, customer, and manufacturer relationships.
- Improved repair order turnaround time by optimizing scheduling procedures for increased workflow efficiency.
Service Advisor/Assistant Service Manager
Sears Imported Autos
03.1999 - 05.2018
- Assisted service advisors in managing customer inquiries and scheduling appointments efficiently.
- Provided support in maintaining accurate service records and documentation for client interactions.
- Coordinated communication between customers and technicians to ensure timely updates on vehicle status.
- Streamlined workflow processes, improving turnaround times for service requests and customer follow-ups.
- Developed tuning department for performance AMG vehicles.
- Provided top notch customer service with satisfaction scores among the top 10% of the nation.
Education
No Degree - Business Administration
Mankato State University
Mankato, MNSkills
- Service department management
- Customer relationship building
- Revenue growth strategies
- Staff mentoring and training
- Organized leader
- Scheduling optimization
- Repair order management
- Service process implementation
- Manufacturer warranty policies
- Facility maintenance
- Warranty administration
- Attention to detail
Timeline
Fixed Operations Director
Porsche St. Paul
05.2018 - Current
Service Advisor/Assistant Service Manager
Sears Imported Autos
03.1999 - 05.2018
No Degree - Business Administration
Mankato State University