Regional Service Coach

Responsibilities

• Ensure maximum customer satisfaction by achieving KPIs through service excellence processes
• Drive end-to-end service excellence adherence across all service touchpoints in assigned regions
• Travel to dealerships to coach teams on defined service processes and track progress
• Support digital adoption and ensure accurate data entry in the Dealer Management System (DMS)
• Coordinate with Service HQ and Regional teams to align dealership operations with transformation initiatives
• Create and present operational and performance reports
• Conduct periodic process audits across service and parts departments to ensure compliance
• Provide orientation and refresher training to dealership teams on service functions
• Perform root-cause analysis and recommend corrective actions using PDCA methodology

Requirements

• Diploma or Bachelor's Degree in Mechanical or Automobile Engineering
• 5–7 years in Automotive Service Operations, Dealer Service Management, or Service Excellence
• Experience in the commercial vehicle industry preferred
• Proficiency in MS Excel, PowerPoint, and Word
• Experience with Dealer Management Systems (DMS)
• Skills in Data Analysis and PDCA Methodology
• Knowledge of Root Cause Analysis

Preferred Qualifications

• Experience with Power BI

About the Company

MSX International is a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations through Dealer Performance Improvement, Repair Optimization, and Consumer Engagement.