Regional Service Coach - West-2

Location: Navi Mumbai, RJ, India
Department: Consulting

Job Description

1. Ensure maximum customer satisfaction by achieving KPIs through effective implementation of service excellence processes.
2. Drive end-to-end service excellence processes adherence across all service touchpoints within assigned regions.
3. Collaborate with cross-functional teams to enhance service experience & dealer operational efficiency.
4. Travel to assigned dealerships to coach teams on defined service processes and track progress at each location.
5. Support digital adoption initiatives and ensure accurate, consistent data entry in the dealership management system (DMS).
6. Coordinate with DICV Service HQ and Regional team to align dealership operations with customer service transformation initiatives.
7. Create, maintain and present operational and performance reports for section head review.
8. Ensure preparedness for process quality audits across dealership service functions.
9. Conduct periodic process audits across service and parts departments to ensure compliance with service process standards.
10. Provide orientation to new joiners on service functions and service excellence processes.
11. Conduct refresher training sessions on service excellence processes for dealership teams.
12. Review and analyze process gaps and operational issues, perform root-cause analysis, and recommend corrective actions using PDCA methodology.
13. Monitor and track the implementation of countermeasures for audit observations and prepare related reports.

Qualifications

Qualifications & Technical Skills

Diploma or Bachelor's Degree in Mechanical or Automobile Engineering.

Experience

5–7 years in Automotive Service Operations, Dealer Service Management or Service Excellence. Commercial vehicle industry experience preferred.

• Advanced MS Excel, PowerPoint and Word

• Dealer Management System (DMS)

• Power BI (Preferred)

• Data Analysis

• PDCA Methodology

• Root Cause Analysis

Additional Information

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.

Company Description

The Service Process Coordinator (SPC) drives the implementation, adoption, and sustainability of DICV's Service Excellence Program across assigned dealerships — ensuring standardized service process execution, customer satisfaction improvement, dealership capability development, process compliance, audit readiness, and continuous improvement through coaching, training, and field support.