Regional Service Coach - West-1

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.

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