Jason Henn
Fort Wayne,Indiana
Summary
Dynamic Service Manager with expertise in team leadership, quality control, and process improvement. Proven track record in enhancing customer satisfaction and driving operational excellence through effective training programs.
Results-driven, with over 30 years of experience in service operations. Skilled in staff training, budget management, and conflict resolution, consistently achieving high customer satisfaction and operational efficiency. Committed to fostering a culture of continuous improvement and excellence. Flexible hard worker ready to learn and contribute to team success.
I started with Mercedes Benz of fort wayne in 2006 and worked very hard to accel to my fullest potential. I was promoted to service manager in 2019, continuing to build our market to the position where we needed to expand. Expanding was not an option, we started plans on a new location. I was involved in all the weekly meetings with the GC and subs. My goals were to help input ideas to prevent further expenses after the build was complete. Opened new dealership 9/2/2025. 20 year's experience with Mercedes-Benz. I started with Mercedes Benz of fort wayne in 2006 and worked very hard to excel to my fullest potential. I was promoted to service manager in 2019, continuing to build our market to the position where we needed to expand. Expanding was not a option, we started plans on a new location. I was involved in all the weekly meetings with the GC and subs. My goals were to help input ideas to prevent further expenses after the build was complete. Opened new dealership 9/2/2025. 20 years of experience with Mercedes Benz. 32 years experience in automotive.
Overview
20
20
years of professional experience
Work History
Service Manager
Mercedes Benz of Fort Wayne
Fort Wayne, IN
10.2006 - 04.2026
- Attended product knowledge webinars and in dealer meetings with MB rep's
- quarterly marketing meetings with Mercedes Max rep's
- conduct quarterly fixed opps meetings with GM and CFO
- controlled expenses to maximize profit
- properly closing month-end making sure all repair orders were closed
- Assisted in ensuring dealership hit quarterly goals
- Ensured all technicians were trained to their fullest potential. arranged training courses at LPC's
- Performed annual employee evaluations
- Ensured all employees completed quarterly certifications
- Applied for mechanics liens.
- Upheld and maintained dealership to mb standards.
- Ordered new shop tools for the new dealership through SSEP (Walter Mccormick)
- Held Monthly meetings with technicians to discuss new procedures, updates, shop tools, ect.
- Held weekly meetings with advisors
- Hired employees out of MB drive program
- Kept employees updated on warranty compliance
- Kept employees informed on NCU's, recalls, warranty extensions
- Implementation of tire pro process for ease of customer ordering through dealer website.
- Monthly meetings with Dynatron to increase revenue and mystery shopping.
- Increased Warranty labor rate from 119.00 (in 2019) to 210.37 (in 2025)
- Implementation of Video inspection platform via Mykaarma
- Managed CVP program
- Implemented service drive PPM sales.
- Implemented sales delivery process that lines up with the service department.
- Managed current dealership while new dealership was being built. Attended weekly meetings with Contactor at new site
- Open star cases.
- Added employees in ALICE and gave specific roles to new employees.
- Conducted interviews for new employees.
- Managed daily operations and service processes for Mercedes vehicle maintenance.
- Trained and mentored staff on customer service best practices and product knowledge.
- Oversaw service department scheduling to optimize workflow and resource allocation.
- Coordinated with technicians to ensure timely completion of repairs and services.
- Implemented quality control measures to maintain high service standards in repairs.
- Collaborated with sales team to address customer inquiries and enhance satisfaction.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Created written estimates and obtained customer consent to proceed.
- Created employee work schedules to keep shifts properly staffed.
- Pitched in to complete various duties during peak periods or employee absences.
- Created and managed budgets for travel, training, and team-building activities.
Skills
- Service operations
- Staff training
- Warranty compliance
- Quality control
- Customer service
- Vehicle maintenance
- Conflict resolution
- Team leadership
- Process improvement
- Budget management
- Performance evaluation
- Strategic planning
- Effective communication
- After-sales support
- Relationship building
- Time management
- Employee training and development
- Outgoing and energetic
- Staff motivation
- Service scheduling
- Goal oriented
- Cost reduction strategies
- Revenue generation
- Trustworthy and honest
- Productivity monitoring
- Continuous improvement
- Upselling
- Customer satisfaction measurement
- Forecasting
Timeline
Service Manager
Mercedes Benz of Fort Wayne
10.2006 - 04.2026