Regional Service Coach - West-1

MSX International; Navi Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

MSX International in Navi Mumbai is seeking a Regional Service Coach to drive customer satisfaction by implementing and coaching end-to-end service excellence processes across dealerships. You will ensure process adherence, monitor KPIs, and collaborate with cross-functional teams to improve dealer operations.

The role requires a Diploma/Engineering degree with 5–7 years in automotive service operations, willingness to travel, and strong analytical, coaching, and MS Office skills.

Qualifications

• Diploma or degree in engineering (Mechanical or Automobile) with 5–7 years of relevant automotive service operations experience.
• Proven ability to travel frequently and strong analytical/process-oriented skills in service domain.
• Proficiency in MS Office suite and data analysis tools (Excel, Power BI)

Responsibilities

• Drive customer satisfaction by ensuring process adoption and adherence.
• Implement end-to-end service excellence processes at dealerships and conduct process checks.
• Coach dealership teams and monitor progress across locations.
• Maintain accurate data in the Dealership Management System (DMS) and prepare reports.
• Coordinate with MSX Service HQ and regional teams to align operations with service transformation goals.
• Conduct periodic process audits and deliver refresher trainings to dealership staff.

Skills

MS Excel

Power BI

Training & coaching

Customer service

Analytical skills

Travel willingness

Process improvement

Teamwork

Education

Diploma or Degree in Engineering (Mechanical or Automobile)

Tools

DMS

Job description

Job Description:

Company Description

• Dealer Performance Improvement
• Repair Optimization
• Consumer Engagement

With an unwavering commitment to excellence, we empower our clients to unlock their full potential through the combination of people, processes, and technology. Equipped with innovative tools, extensive industry knowledge, and a passion for revolutionizing retail operations, we strive to inspire and drive our clients toward success. As the mobility industry undergoes a transformative journey, we stand as the catalyst for its success.

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, conducts 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 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.

Drive and monitor KAIZEN activities across all service process areas to support continuous improvement

Qualifications

Diploma or Degree in engineering (Mechanical or Automobile) with 5 to 7 years of relevant experience in the automotive industry, specifically in service operations, service excellence or dealership process management.

Candidates with field experience, a willingness to travel frequently and strong analytical and process-oriented skills within the customer service domain will be preferred.

Technical Skills

Proficiency in MS Office and analytical tools (MS Excel, MS PowerPoint, Macros, Power BI)

Key Competencies

Process excellence, training & coaching and a continuous improvement mindset.

Strong Communication, Analytical Abilities And Effective Teamwork Skills.

Ability to multitask and deliver within stringent timelines.

Strong networking skills to interface with dealers and field teams for faster support.

Ability to grasp critical information quickly and develop logical & timely solutions.

Flexibility and agility in dynamic work environments.

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.