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
- 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 recent 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.
Qualifications
Qualifications & Technical Skills
Diploma or Bachelor's Degree in Mechanical or Automobile Engineeri
📌 Regional Service Coach (Jaipur)
🏢 MSX INTERNATIONAL
📍 Jaipur
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