Regional Service Coach - West-2

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

Job summary

DICV is seeking a Service Process Coordinator to drive the Service Excellence Program across assigned dealerships. You will coach teams, ensure standardized service processes, and monitor progress at each location to boost customer satisfaction and operational efficiency.

Travel to dealerships will be required to train staff, track performance, and support digital adoption in the dealership management system while coordinating with Service HQ and regional teams to align with customer-service

Qualifications

• 5–7 years in Automotive Service Operations, Dealer Service Management or Service Excellence.
• Commercial vehicle industry experience preferred.
• Advanced MS Office skills (Excel, PowerPoint, Word).
• Experience with DMS and data analysis.
• Knowledge of PDCA and root cause analysis.

Responsibilities

• Implement and sustain service excellence processes across dealerships to maximize KPIs.
• Coach dealership teams and ensure adherence to service processes.
• Collaborate with cross-functional teams to improve service experience and dealer efficiency.
• Travel to dealerships to conduct coaching and progress tracking.
• Support digital adoption and ensure accurate data entry in the DMS.
• Coordinate with Service HQ and regional teams to align operations with transformation initiatives.
• Create and present operational and performance reports for review.
• Ensure readiness for process quality audits across service functions.
• Conduct periodic process audits and drive corrective actions using PDCA.
• Provide onboarding and refresher training on service excellence for staff.
• Identify gaps, perform root-cause analysis and propose countermeasures.
• Monitor implementation of countermeasures and report on audit outcomes.

Skills

MS Excel

PowerPoint

Word

Data Analysis

PDCA Methodology

Root Cause Analysis

Power BI

Education

Diploma or Bachelor's Degree in Mechanical or Automobile Engineering

Tools

Dealer Management System (DMS)

Job description

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.

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 & 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.