Regional Service Coach - North-2

Job Purpose

The Service Process Coordinator (SPC) drives the implementation, adoption, and sustainability of HCV -  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.

Key Responsibilities

• Drive end-to-end implementation of OEM Service Excellence processes.

• Ensure adherence across service reception, workshop, parts, delivery and post-service follow-up.

• Support rollout of new or revised service processes.

• Travel to assigned hub and spoke dealerships as per deployment plan

• Conduct on-site coaching and mentoring.

• Deliver classroom and on-the-job training.

• Develop dealership capability to sustain process standards.

• Conduct planned and surprise process audits.

• Ensure audit readiness and monitor closure of observations.

• Track KPIs including TAT, CSI, NPS and PMGR.

• Identify process gaps and operational issues

• Perform RCA using PDCA and Prepare and present operational and performance reports

• Ensure accurate and consistent data entry in Dealer Management System (DMS)

• Highlight data quality issues and support corrective measures

• Drive KAIZEN activities across service process areas

• Monitor implementation of improvement initiatives

• Share best practices across regions and Newsletters creation

Key Performance Indicators (KPIs)

• Customer Satisfaction Index (CSI)

• Customer Complaint Ratio

• Customer Retention Rates

• Process Compliance Score

• Audit Readiness

• Workshop Process Adherence

• Dealer capability improvement

• Training effectiveness

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 OEM - 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

4–7 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

Working Conditions

• Pan-India dealership coverage

• Frequent intercity travel

• Laptop provided by OEM for official use

• Travel and accommodation as per OEM policy

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.