Regional Service Coach - East-1

MSX International; Kolkata District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

MSX International invites applications for a role focused on service operations within the automotive network in India. The incumbent will drive end-to-end service excellence across regions, coach dealership teams on defined processes, and ensure data integrity in the dealership management system.

This position requires coordinating with HQ and regional teams to align operations with service transformation initiatives.

Qualifications

• Diploma or Bachelor's Degree in Mechanical or Automobile Engineering.
• 5–7 years in Automotive Service Operations, Dealer Service Management or Service Excellence.
• Advanced MS Excel, PowerPoint and Word.

Responsibilities

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

Education

Diploma in Mechanical Engineering

Bachelor's Degree in Mechanical or Automobile Engineering

Tools

MS Excel

PowerPoint

MS Word

Job description

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