Craig Caissie

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.

Service Manager at Jaguar Land Rover of Sudbury (2024-01 – Present)

• 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.
• Led service department operations, ensuring timely completion of repairs and maintenance tasks.

Service and Parts Manager at Jaguar Land Rover of Peabody (2021-01 – 2024-12)

• 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 at Kendall Auto (Toyota/Lexus/Subaru/Honda) (2016-01 – 2021-12)

• 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.
• 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.
• 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.
• 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.

Service Manager at Kendall Auto (Mercedes Benz) (2020-01 – 2020-10)

• 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 at Lithia Motors (GMC/Chevy/Buick/Cadillac) (2013-01 – 2016-12)

• 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 at Chaz Limited Collision Repair (all makes) (2010-01 – 2013-12)

• 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.

Some College (No Degree) in Business – University of Alaska Fairbanks