Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Affiliations
DECLARATION
References
Timeline
Generic
Sain Dass

Sain Dass

Hisar

Summary

Seasoned Senior Service Manager with a solid background in leading service departments within high-paced, demanding environments. Proven track record of managing service operations, implementing process improvements, and boosting customer satisfaction rates. Strengths include strong leadership skills, strategic planning abilities, and commitment to achieving company goals. Past roles have demonstrated significant improvements in operational efficiency and team performance.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Service Manager

M G Motors
Rohtak
03.2023 - Current
  • Developed and implemented service delivery strategies to improve customer satisfaction levels.
  • Provided management and technical guidance to staff members in the service department.
  • Identified opportunities for process improvements and enhanced efficiency of services provided.
  • Resolved escalated customer complaints promptly and efficiently.
  • Analyzed data from various sources to identify trends in customer behavior, preferences and needs.
  • Developed business plans for new initiatives aimed at improving quality of services offered by the organization.
  • Organized training sessions for staff members on best practices related to servicing customers.
  • Formulated pricing strategies for different types of services offered by the organization.
  • Planned and executed promotional campaigns focused on increasing awareness about services provided by the company.
  • Established communication channels between customers and service personnel to facilitate timely resolution of queries.
  • Drafted standard operating procedures related to servicing customers effectively.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Addressed customer questions and concerns regarding products and services.
  • Prepared and managed the service department budget, optimizing expenses to increase profitability.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Analyzed business performance data and forecasted business results for upper management.
  • Implemented quality control measures to uphold company standards.
  • Led the recruitment and hiring process for new service department staff.
  • Implemented quality assurance measures throughout all stages of servicing a customer.

Workshop Manager

United Motors
Hisar
04.2013 - 02.2023
  • Ensured compliance with government regulations and standards.
  • Organized and managed daily workflow of staff members in the workshop.
  • Provided technical support to workshop personnel.
  • Reviewed and approved job orders, estimates, and invoices.
  • Scheduled preventive maintenance programs for tools, machines, and equipment in the workshop.
  • Resolved customer complaints regarding product quality or service rendered by the workshop staff.
  • Maintained records of all activities related to the operation of the workshop.
  • Identified new opportunities for cost savings while maintaining high-quality standards.
  • Supervised use, maintenance and replacement of workshop tools, equipment and materials.

Senior Service Manager

M G Motors
Hisar
11.2010 - 02.2013
  • Conducted regular performance reviews for employees in the service department and identified areas for improvement.
  • Identified opportunities for process improvements and enhanced efficiency of services provided.
  • Resolved escalated customer complaints promptly and efficiently.
  • Analyzed data from various sources to identify trends in customer behavior, preferences and needs.
  • Maintained relationships with external vendors providing support services such as maintenance, repair.
  • Managed inventory of spare parts required for service operations in an efficient manner.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Motivated and supported employees to maintain low turnover.
  • Hired and trained service department staff to drive performance.
  • Addressed customer questions and concerns regarding products and services.
  • Conducted regular training sessions for staff on new technologies and customer service best practices.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Works Manager

Daisy Motors
Hisar
11.2004 - 10.2010
  • Performed regular maintenance checks on machinery, equipment, and tools.
  • Established safety procedures for the protection of workers from hazardous conditions.
  • Ensured that all workers adhered to health and safety guidelines at all times.
  • Organized team building activities for employees to increase morale and productivity.
  • Conducted regular meetings with department heads to review progress and set goals for the future.
  • Provided training sessions for new personnel on standard operating procedures.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Implemented successful business strategies to increase revenue and target new markets.

Workshop Manager

Vipin Motors
Hisar
08.2002 - 10.2004
  • Reviewed and approved job orders, estimates, and invoices.
  • Scheduled preventive maintenance programs for tools, machines, and equipment in the workshop.
  • Monitored inventory levels of parts and supplies needed for operations.
  • Maintained records of all activities related to the operation of the workshop.
  • Conducted regular audits of tools, machinery, materials, products and services provided by the shop.
  • Implemented and evaluated staff, volunteer or training programs.
  • Consulted with staff on resolution of complex service issues.
  • Coordinated maintenance and repair actions to keep equipment and systems running at peak performance.

Education

Diploma in Automobile Engineering - Diploma in Automobile Engineering

Vaish Technical Institute
Rohtak
06-2002

Bachelor of Arts - Humanities Stream

Government College
Hisar
06-1999

High School Diploma -

Ideal Sr. Sec. School
Hisar
03-1996

Skills

  • Relationship Management
  • Proposal Writing
  • Deal structuring
  • Service Delivery Management
  • Customer Satisfaction
  • Customer Engagement
  • Territory Management
  • Strategic Planning
  • Customer Trend Analysis
  • New Business Development
  • Operations Management
  • Marketing Strategy Development
  • Competitor Analysis
  • Customer Portfolio Management
  • Aftermarket Sales
  • Profitability Assessments
  • Time management abilities
  • Key account development
  • Customer Relationship Management
  • Business Development
  • Staff Motivation
  • Project Management
  • Service and Parts Teams Management
  • Time Management
  • Customer Service Management

Languages

English
First Language
Hindi
Elementary (A2)
A2
Punjabi
Advanced (C1)
C1

Certification

  • 30.08.2002 TO 01.09.2002 WARRANTY HANDLING AND DOCUMENTATION AT TATA MOTORS LTD., PUNE
     20.03.2003 TO 22.03.2003 CNG BUS 1510 & 407 MAINTENANCE AND REPAIRS AT TATA MOTORS LTD., LUCKNOW
     04.07.2003 TO 09.07.2003 207 DI MAINTENANCE AND REPAIRS AT TATA MOTORS LTD., PUNE
     02.08.2004 TO 14.08.2004 TECHNICAL PROGRAMME FOR WORKS MANAGER AT TATA MOTORS LTD., JAMSHEDPUR
     02.05.2005 TO 05.05.2005 FAMILIARISATION OF TATA NOVUS VEHICLE AT TATA MOTORS LTD., JAMSHEDPUR.
     18.07.2005 TO JAMSHEDPUR.
    23.07.2005
    PRODUCT
    UPDATE
    AT
    TATA
    MOTORS
    LTD.,
     26.06.2006 TO JAMSHEDPUR.
    01.07.2006
    PRODUCT
    UPDATE
    AT
    TATA
    MOTORS
    LTD.,
     13.08.2006 TO PUNE.
    18.08.2006
    PRODUCT
    UPDATE
    AT
    TATA
    MOTORS
    LTD.,
    SUMMARY OF QUALIFICATIONS:
    3
     04.04.2008 TO 08.04.2008 PRODUCT UPDATE AT TATA MOTORS LTD., PUNE.
     12.05.2008 TO 16.05.2008 PRODUCT UPDATE AT TATA MOTORS LTD., JAMSHEDPUR.
     22.07.2011 TO 23.07.2011 BS-IV DIAGNOSTICS AT TATA MOTORS LTD., PUNE.
     29.08.2011 TO 03.09.2011 PRODUCT UPDATE ON PRIMA AT TATA MOTORS LTD., JAMSHEDPUR.
     03.09.2013 TO 07.09.2013 WARRANTY HANDLING AND DOCUMENTATION AT TATA MOTORS LTD., PUNE
     09.05.2015 TO 16.05.2015 PRODUCT UPDATE AT TATA MOTORS LTD., JAMSHEDPUR.
     04.04.2018 TO 08.04.2018 PRODUCT UPDATE AT TATA MOTORS LTD., PUNE.
     12.09.2018 TO 16.09.2018 PRODUCT UPDATE AT TATA MOTORS LTD., JAMSHEDPUR.
     14.09.2019 TO 16.09.2019 WARRANTY HANDLING AND DOCUMENTATION AT TATA MOTORS LTD., PANT NAGAR 
     10.02.2020 TO 14.02.2020 BS-VI CUMMINS ENGINES 5.6 & 6.7 AT TATA MOTORS LTD., LUCKNOW.
     ONE DAY TRAINING OF G-600 GEAR BOX AND RA109RR REAR AXLE MAINTENANCE AND REPAIRS AT TSS, DELHI.
     ONE DAY TRAINING ON BS II & III ENGINE REPAIR & MAINTENANCE AND DIAGNOSTIC THE COMPLAINTS.
     ONE DAY TRAINING OF LIPE CLUTCH BY M/s GUJRAT SETCO LIMITED.
     GOOD KNOWLEDEG OF PROJECT VISHWAS, KIEZON, THINK CUSTOMER, PROLIFE PROJECT, SPARE PARTS - TOPS, PROJECT KAUSAL, PROJECT PRIVARTAN, PACE, ISO, TATA OK, TMI, DELIGHT, FEETEDGE & SAMRIDHI etc.

Accomplishments

  • Best Service Manager Award at ASO Level in 2003
  • Best Works Manager Award at Regional Level in 2005
  • Best Paid Revenue Generator at ASO Level in 2008
  • Best General Manager Service at Regional Level in 2012
  • Best Paid Revenue Generator at National Level in 2016
  • Best Works Manager - Tech Skill Fest at Regional Level in 2022
  • Best General Manager Service at Regional Level in 2023

Affiliations

  • Participated in cricket and football competitions during College days.
  • Silver Medalist for BEST SOCIAL WORKER in 3 Years NSS at G.P.G. College, Hisar.

DECLARATION

  • I hereby declare that the above-mentioned information is true to the best of my belief.

References

References available upon request.

Timeline

Senior Service Manager

M G Motors
03.2023 - Current

Workshop Manager

United Motors
04.2013 - 02.2023

Senior Service Manager

M G Motors
11.2010 - 02.2013

Works Manager

Daisy Motors
11.2004 - 10.2010

Workshop Manager

Vipin Motors
08.2002 - 10.2004

Diploma in Automobile Engineering - Diploma in Automobile Engineering

Vaish Technical Institute

Bachelor of Arts - Humanities Stream

Government College

High School Diploma -

Ideal Sr. Sec. School

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Sain Dass