Regional Service Coach - South-2

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

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.