Job Description
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 current 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 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
Additional Information
MSX International has been a trusted partner to leading automotive OEMs and mobility compa

📌 Regional Service Coach Kolkata (India)
🏢 MSX INTERNATIONAL
📍 India