Regional Service Coach - South-2

MSX International; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

MSX International is looking for a Regional Service Coach based in Bengaluru, Karnataka, responsible for driving customer service excellence across assigned dealerships. The role involves implementing service processes, conducting training, and collaborating with cross-functional teams to enhance customer satisfaction and operational efficiency.

Applicants should have strong coaching abilities, experience in process auditing, and a commitment to continuous improvement in service delivery. This position offers the opportunity to significantly impact customer experiences in the automotive service sector.

Qualifications

• Experience in enhancing customer service processes.
• Ability to conduct training and audits at dealerships.
• Strong analytical skills for process improvement.

Responsibilities

• Implement end-to-end service excellence processes.
• Drive customer satisfaction through KPI achievement.
• Collaborate with teams to improve service experience.

Skills

Customer service excellence

Cross-functional collaboration

Service process auditing

Data analysis

Coaching and training

Job description

Job Description

Role: Regional Service Coach

Function / Core Area: Customer Service

Location: DICV Regional Office

The Field Service Process Coordinator is responsible for driving customer satisfaction, ensuring process adoption and adherence, and enhancing uniform service process across assigned dealerships.

• Provide support in implementation of end-to-end service excellence process at dealerships, conduct surprise process checks, deliver coaching and training, and collaborate with cross-functional teams to achieve targeted service experience.
• Ensure maximum customer satisfaction by achieving KPIs through effective implementation of service excellence processes.
• Drive end-to-end service excellence process 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.
• Drive and monitor KAIZEN activities across all service process areas to support continuous improvement.