Regional Service Coach - West-1

MSX International; Thane; On-site; INR 900,000 - 1,600,000; Full time

Job summary

MSX International seeks a Regional Service Coach to drive service excellence across dealerships from the DICV Regional Office. You will implement end-to-end service processes, provide coaching and training, and ensure KPI-driven performance for superior customer experiences.

You will travel to dealerships, support digital adoption in the DMS, and coordinate with Service HQ and regional teams to align operations with customer service initiatives.

Qualifications

• Diploma or Degree in engineering (Mechanical or Automobile) with 5–7 years of relevant automotive industry experience.
• Willingness to travel frequently and strong analytical/process-oriented skills in customer service.

Responsibilities

• Drive end-to-end service excellence processes and adherence across all service touchpoints within assigned dealerships.
• 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.
• Conduct periodic process audits to ensure compliance with service process standards.
• Lead KAIZEN activities across all service process areas to drive continuous improvement.

Skills

MS Excel

MS PowerPoint

Macros

Power BI

Analytical thinking

Training & coaching

Teamwork

Communication skills

Education

Diploma or Degree in Engineering (Mechanical or Automobile)

Tools

MS Office

Job description

For over 25 years, we have proudly partnered with top automotive OEMs and mobility companies worldwide, offering unwavering support in their pursuit of transforming their retail strategies and managing operations across key areas such as:

• Dealer Performance Improvement

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

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.