Jon Hess Jr.
Bayville,NJ
Summary
Over 25 years of experience in Automotive Service department and fixed operations management with a track record of improving departmental profits, CSI, and both customer and employee satisfaction. Effective at encouraging, motivating, and inspiring teams through experience, passion, and skill. Fosters a positive work environment for the benefit of the dealer, employees, and customers.
Overview
16
16
years of professional experience
Work History
Parts and Service Director
Freehold Chrysler Jeep
10.2021 - Current
- Collaborated with all departments to drive revenue growth from parts and service operations.
- Improved customer satisfaction scores by implementing and monitoring customer service processes.
- Reduced operating costs through strategic resource allocation and process improvements.
- Led a team of technicians to enhance overall productivity and maintain high-quality service standards while effectively reducing unapplied labor costs.
- Monitored key performance indicators to identify areas for improvement and implement corrective actions.
- Streamlined repair ticket processing—improving turnaround time on completed jobs and enhancing overall customer experience.
- Conducted regular staff meetings to foster open communication, teamwork, and problem-solving among employees.
- Boosted department profitability with effective pricing strategies and cost control measures. Leading to a virtual 100% increase in department profitability.
- Increased efficiency in the parts inventory management system for optimized workflow.
- Managed warranty claims efficiently to ensure timely resolution and customer satisfaction. Consistently maintained "Premium" level status with Stellantis based on warranty, training, and customer satisfaction parameters.
Service Director
Hyundai of South Brunswick
11.2019 - 10.2021
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
Parts And Service Manager
Auto Lenders Liquidation Center
08.2016 - 05.2019
- Responsible for complete daily operations of service, parts, and detail departments
- Handled all employees from hiring, onboarding, benefits, etc. to termination
- Created company-wide progressive discipline policy
- Managed employee and shop schedule
- Created and implemented advisor training protocol throughout
- Established and maintained marketing strategy for service department
- Responsible for extended warranty and fleet accounts administration and receivables
- Monitored all customer satisfaction databases and established protocols to ensure top customer satisfaction results
Service Director
Action Hyundai Mazda
11.2015 - 06.2016
- Oversaw daily operations of fixed operations department for Hyundai and Mazda franchises
- Responsible for advertising and marketing (HOCM and external sources)
- Ran CSI program to ensure positive customer satisfaction
- Managed all service, parts, and detail personnel including discipline, hiring/terminating, and scheduling
- Established and maintained parts and labor pricing to ensure competitive pricing while maximizing profitability
- Maintained and oversaw factory loaner fleet
- Worked with warranty administrator and HMA to clean up warranty schedule and ensure future compliance and high acceptance/pay rate
Service Director
Lester Glenn Auto Group
07.2009 - 10.2015
- Oversaw daily operations of service department
- Ensured top CSI while achieving consistent gross profit growth
- Initiated and managed Car Care Express program
- Responsible for 34 technicians, 3 managers, 8 advisors, and support staff for department
- Managed 200+ RO's to ensure warranty compliance and dealership profitability while delivering an exceptional customer experience
Education
Bachelor of Science - Business Administration
Montclair State University
Montclair, NJSkills
- Proficient in multiple DMS including Reynolds, ADP, Dealertrack, Automate
- Stellantis Certified Service Manager
- CSI Expert Consistently ranked top 3 in the district
- Consistently proven to elevate gross profit results from proven departmental processes
- Finished 2nd in USA in Hyundai's "National Service Championship" in 2014, after winning both district and regional competitions
- Represented US in Hyundai Motor's "Global Service Championship" in Seoul So Korea, Finishing 3rd in world in written skills/knowledge assessment
- Achieved highest gross sales in parts/labor for any Hyundai dealership in country for 2014
- Rolled out Car Care Express program at Lester Glenn Hyundai and had highest dollars/RO of any CCE department in the country
- Proficient in Spanish and English
- A true "numbers" guy, but love the personal side of this business I thoroughly enjoy the challenges the business and this position offer, and am proud to maintain a positive demeanor throughout my career
Accomplishments
In November 2021 I embarked on a mission to rebuild the service department of Freehold Chrysler Jeep.
In 3+ years at this point I was able to develop a team of professionals. We were able to accomplish all of our goals including doubling departmental gross profit on a monthly basis.
CSI was above district average every single month and the dealership qualified for the top CSI payback every month that the program was available.
In 2024 we finished the year as the #2 ranked CSI store out of 20 dealers.
In 2024 our service department was the #1 most profitable department in the district.
In the 39 months I worked there, we were able to beat the prior month Year/Year gross every single month.
In spite of the store dissolving the Franchise point, I now have a team of loyal employees that have all expressed their desire to follow me to my next home. THAT is my greatest accomplishment in this position.
Education and Training
Montclair, NJ
Languages
Spanish
Timeline
Parts and Service Director
Freehold Chrysler Jeep
10.2021 - Current
Service Director
Hyundai of South Brunswick
11.2019 - 10.2021
Parts And Service Manager
Auto Lenders Liquidation Center
08.2016 - 05.2019
Service Director
Action Hyundai Mazda
11.2015 - 06.2016
Service Director
Lester Glenn Auto Group
07.2009 - 10.2015
Bachelor of Science - Business Administration
Montclair State University
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