Nancy Fein, vice president of customer services for Lexus, the luxury division of Toyota Motor Sales (TMS), U.S.A. Inc., will discuss What Can We Learn about Service from Lexus? on Tuesday, May 8, at the Global Automotive Aftermarket Symposium (GAAS) held at the Hyatt Regency OHare, Chicago, Ill. In her role at Lexus, Fein is responsible for all activities in the parts, service, sales, service training and customer satisfaction departments. Since joining Toyota in 1982, Fein has held a number of positions, including corporate manager of New Era Business Systems, national retail development manager; national parts supply manager; national service planning and operations manager; warranty manager; and service administrator. Most recently, Fein was in charge of service, parts, technical and consultation activities for the Toyota Los Angeles Region. Fein also served as general manager of the Toyota Kansas City Region of Toyota Motor Sales (TMS), U.S.A. Inc. She was responsible for overall regional operations, including vehicle sales, customer service and market representation operations supporting 75 Toyota dealers in the states of Iowa, Kansas, Missouri, Nebraska, North Dakota and South Dakota. She also managed the integration of regional advertising, incentive, recognition and training/certification programs. Fein received a Bachelor of Science degree in mathematics from the Rochester Institute of Technology in Rochester, N.Y., and a masters degree in management from the University of California, Los Angeles (UCLA). The GAAS program is a joint professional education effort of the Alliance of State Automotive Aftermarket Associations (ASAAA), Automotive Aftermarket Industry Association (AAIA), Automotive Aftermarket Suppliers Association (AASA), Automotive Industries Association (AIA) of Canada, Automotive Parts Rebuilders Association (APRA), Automotive Service Association (ASA), Automotive Warehouse Distributors Association (AWDA), Motorist Assurance Program (MAP), Motor & Equipment Manufacturers Association (MEMA), Specialty Equipment Market Association (SEMA), Tire Industry Association (TIA) and University of the Aftermarket.