Service Process Coach-South
Core
Drive dealership performance improvement through structured coaching, process assessment, and staff development across the after sales function.
Role type
Senior IC service process coach
Builds
After sales operational excellence and customer satisfaction in automotive dealerships
Domain
Automotive after sales / Dealership operations
Required skills
Coaching and training, Process auditing, Gap analysis, KPI monitoring, Customer journey mapping, Data analysis (CSI/NPS), Workshop operations knowledge, Change management, Multi-geography management, OEM system proficiency
Preferred skills
Workshop management background, Multi-brand dealership experience, Training certifications, Regional language proficiency
Technologies
DMS/CRM tools, OEM portals, Digital reporting tools
Responsibilities
Coach customer-facing staff on soft skills and complaint handling, Conduct live on-the-job coaching sessions, Assess dealership operations against SOPs and conduct audits, Map and evaluate customer journey touchpoints, Analyze CSI/NPS scores and complaint trends, Monitor dealership progress against KPIs and prepare performance reports
Seniority
Senior, hands-on IC
