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

• 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 OEM - 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.

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