Regional Service Coach - South-2
On-siteBengaluru, Karnataka, India
Job Summary
Drive end-to-end service excellence processes across assigned dealerships by conducting surprise process checks, performing root-cause analysis, and implementing corrective actions using PDCA methodology. Travel to locations to coach teams on defined service processes, deliver training to new joiners and existing staff, and ensure adherence to standards in service and parts departments. Collaborate with cross-functional teams and DICV Service HQ to support digital adoption initiatives, monitor KPIs, and drive Kaizen activities for continuous improvement. Create and present operational reports, prepare for quality audits, and track countermeasure implementation to achieve targeted customer satisfaction.
Required Qualifications
- Regional Service Coach
- Customer Service
- Driving customer satisfaction
- Ensuring process adoption and adherence
- Enhancing uniform service process
- Providing support in implementation of end-to-end service excellence process
- Conducting surprise process checks
- Delivering coaching and training
- Collaborating with cross-functional teams
- Achieving targeted service experience
- Achieving KPIs
- Implementing service excellence processes
- Driving end-to-end service excellence processes adherence
- Ensuring service experience & dealer operational efficiency
- Traveling to assigned dealerships
- Coaching teams on defined service processes
- Tracking progress at each location
- Supporting digital adoption initiatives
- Ensuring accurate, consistent data entry in the dealership management system (DMS)
- Coordinating with DICV Service HQ and Regional team
- Aligning dealership operations with customer service transformation initiatives
- Creating operational and performance reports
- Presenting operational and performance reports
- Ensuring preparedness for process quality audits
- Conducting periodic process audits
- Ensuring compliance with service process standards
- Providing orientation to new joiners
- Conducting refresher training sessions
- Reviewing and analyzing process gaps
- Performing root-cause analysis
- Recommending corrective actions using PDCA methodology
- Monitoring and tracking the implementation of countermeasures
- Preparing related reports for audit observations
- Driving and monitoring KAIZEN activities
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