Lacapra Luciano

Leading a large matrixed team of supervisors, technicians and advisors to deliver a Best-in-Class experience to customers

• Legal Representative of the Luxembourgish entity responsible of ensuring that all permits and licenses are obtained and maintained for the Service Center to legally operate
• Responsible for setting and tracking KPIs and metrics to ensure Quarterly targets are met by both Sales and Service teams (QoQ productivity and customer satisfaction increases of 12% with a DUNA decrease of 50%)
• Develop team members in various technical and soft skills as needed
• Effectively own and develop relationships with external vendors and providers, saving Tesla upwards of 33 million euros in 2023.
• Luxembourg Service Team average Top 5 2023, 2024 EMEA

2023 few month first place EMEA

• Responsible for ensuring team’s productivity met defined targeted KPIs and SLAs
• Successfully grew the Service team via targeted hiring
• Assisted EMEA HR with local support due to no HR representative on site
• Coordinated and supervised the Parts Department
• Management and development of 2 Service Supervisors and 1 Parts Supervisor.

• Provided exceptional customer service by ensuring customer concerns and inquiries were promptly addressed
• Kept customers informed on completion times and any updates on their vehicle
• Organized vehicle details before delivery and coordinated vehicle delivery times
• Assessed technical issues for Tesla vehicles and offered solution.