Requirements
Bachelor's degree in Mechanical Engineering (Automotive major preferred) with 3-5 years of experience in automotive service centers. Must have strong knowledge of customer handling techniques and practices. Previous teaching, training, or instructional experience is preferred. Excellent English communication, presentation, and instructional skills are essential, along with strong organizational, team management, leadership, and time-management abilities. Knowledge of automotive repair and maintenance, including mechanical and electrical diagnosis, is an advantage.
Description
Job Purpose:Responsible for developing and delivering engaging training programs for frontline After Sales staff, including Service Advisors, Customer Relations, Call Center employees, and Complaint Handlers. The role focuses on enhancing customer handling and soft skills in line with the TSA program and Toyota certification standards, while supporting the continuous development and assessment of frontline employeesKey Responsibilities:Deliver classroom and hands-on training sessions covering frontline customer handling skills under the TSA program, mainly Basic and Pro TSA levelsConduct TSA certification examinations to assess frontline staff and support them in achieving the required certification standardsMaintain accurate training records, trainee feedback, and individual development reports to monitor and improve employees skills and knowledgeOrganize and conduct the annual Frontline Skills Contest and support the Training Department with other contest categoriesStay updated on the latest customer handling techniques and automotive technologies and incorporate relevant developments into training programsDevelop training materials and curricula covering customer handling and soft skills related to automotive repair and maintenanceIdentify and collect training needs and evaluate training effectiveness using the Kirkpatrick Model (Reaction, Learning, Behaviour, and Results)Ensure compliance with safety rules and regulations within the training facility and support the proper utilization and maintenance of training tools and equipmentConduct dealer and service center visits to evaluate frontline staff performance and prepare reports on certified employees performanceCoordinate with the Training Department to continuously improve training quality and frontline capabilityQualifications & Experience:Bachelor's degree in Mechanical Engineering, preferably with an Automotive major3–5 years of experience in automotive service centers, preferably with exposure to training or teaching academiesStrong knowledge of customer handling techniques and practicesKnowledge of automotive repair and maintenance, including mechanical and electrical diagnosis, is an advantagePrevious teaching, training, or instructional experience is preferredGood command of written and spoken EnglishExcellent presentation, communication, and instructional skillsStrong organizational and team management abilitiesGood leadership and time-management skillsAbility to work effectively under pressureReports to: Non-Technical Training Manager