Craig Caissie
Jaguar Land Rover of Sudbury
Wayland,MA
17
years of professional experience
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Work History
Service Manager
2 Years 6 Months- Leading remediation of underperforming service department.
- Hired and trained service advisors, assistant manager. Building and instituting new processes to support growth.
- Led service operations to enhance customer satisfaction and retention rates.
- Trained and mentored staff on best practices in service management and customer engagement.
- Oversaw quality assurance processes, ensuring compliance with manufacturer standards and regulations.
Service and Parts Manager
3 Years- Led service department operations, ensuring timely completion of repairs and maintenance tasks.
- Successfully grew the wholesale parts business by nearly 40% on average. Increased service revenue by aligning pricing and increasing production. Recruited skilled technicians to meet growing demands.
- Oversaw parts inventory, implementing efficient stock management systems to reduce costs.
- Achieved a $900,000 annual increase in fixed gross revenue year over year in first year. $300,000 the following year. Leading consistent success in previously underperforming operations.
- Upheld top five in market customer satisfaction scores (CSI) set by manufacturers, through meticulous attention to service quality and client relations.
- Ensured strict compliance with rigorous manufacturer training standards and requirements, maintaining industry-leading service standards.
- Enhanced customer experience by resolving inquiries and concerns promptly and effectively.
Parts Manager
5 Years- Built and led a high-performing team focused on exceptional customer service and business growth. Increased monthly wholesale and overall parts gross from $265,000 to $325,000.
- Implemented and maintained compliance with manufacturer training standards and innovative programs, enhancing operational efficiency and service excellence. Won Toyota Presidents award in 2018 and 2019
- Managed a robust parts inventory valued at $800,000. Optimizing inventory turnover averaging over 4 true turns annually, and a fill rate of 95%.
- Mentored and coached aspiring leaders and management across the organization, driving professional development and team cohesion.
Service Manager
9 Months- Steered a challenged department through the complexities of Covid-19, maximizing operational efficiency and increasing service gross by an impressive 30% within four months.
- Maintained exceptional CSI scores set by manufacturers, ensuring consistent delivery of high-quality service and customer satisfaction.
- Optimized workflow and labor rates to enhance the performance of service advisors and technicians, fostering a culture of continuous improvement.
- Led strategic initiatives in buy/sell operations, streamlining inventory processes and consolidating assets for parts and service efficiency.
Parts Wholesaler
3 Years- Expanded wholesale business within the region while achieving high levels of customer satisfaction, driving revenue growth and market penetration.
- Provided leadership in training and supervising front counter sales staff, optimizing customer engagement and satisfaction.
- Supported overall departmental operations, collaborating closely with management to improve processes and exceed business objectives.
Parts Director
3 Years- Directed parts operations across multiple locations, overseeing recruitment, training, and implementation of standard operating procedures to drive efficiency and quality.
- Developed and executed a comprehensive parts SOP manual, standardizing processes and improving operational consistency.
- Collaborated with general managers and shop foremen to optimize supply chain processes, ensuring timely and efficient repairs for customer vehicles.
- Implemented rigorous safety protocols and managed PPE compliance across all locations, prioritizing employee welfare and operational safety.
Education
Some College (No Degree) - Business
Skills
Dealertrack
ADP/CDK
Tekion
P&L Management
Team Leadership
Fixed Operations Processes
Team Development
Customer Experience
OEM Compliance
Process Improvement
Revenue Growth
Timeline
Service Manager
Jaguar Land Rover of Sudbury
01.2024 - CurrentRead More
Service and Parts Manager
Jaguar Land Rover of Peabody
01.2021 - 01.2024Read More
Service Manager
Kendall Auto (Mercedes Benz)
01.2020 - 10.2020Read More
Parts Manager
Kendall Auto (Toyota/Lexus/Subaru/Honda)
01.2016 - 01.2021Read More
Parts Wholesaler
Lithia Motors (GMC/Chevy/Buick/Cadillac)
01.2013 - 01.2016Read More
Parts Director
Chaz Limited Collision Repair (all makes)
01.2010 - 01.2013Read More
University of Alaska Fairbanks
Some College (No Degree) from Business
Read More