Service Training (Non-Technical)

Role & responsibilities

1.

New curriculum designed and deployed; Number of new learning modules created; Annual curriculum review

2.

TNA completed across zones; TNA-linked training calendar deployed

3.

Recruitment and onboarding of off-roll trainers; Trainer certification; Trainer effectiveness score

4.

% of planned trainings delivered; % participants certified; Improvement in CSI & process audit scores

5.

Conduct 56 days of training monthly; Participant satisfaction score; Induction/refresher completion

6.

Improvement in post-training performance metrics; Dealer feedback

7.

CSI action plans reviewed; SOP adherence; Grooming and communication standards implemented

8.

Training cost adherence; Timely vendor payment; Trainer utilization efficiency

• To develop and implement a comprehensive non-technical capability development framework for front-end aftersales manpower across dealerships.
• This role ensures that Service Advisors, CRMs, Receptionists, and Service Managers possess the right skills, behaviors, and process adherence required to deliver a superior and consistent customer experience.
• Soft-skill and process capability development, leading to inconsistent customer handling, poor CSI, and reduced customer retention.

Preferred candidate profile

Relevant Experience : 5 to 15 years of experience in training design and delivery, preferably in customer-facing industries (automotive preferred and other). Knowledge of automotive service operations or processes will be an added advantage.

Skills:

1. Excellent facilitation and communication skills

2. - Proficient in training design and instructional methodologies

3. - Strong stakeholder management

4. - Data analytics and report interpretation

5. - Drive for results

6. - Customer-centric mindset

Stakeholder Internal:

• Lead Channel Training: Alignment on strategy, curriculum design, training effectiveness, and reporting.
• ZM / RM / ZCCM / RCCM - Review of training coverage, CSI outcomes, manpower capability, and process adherence

Stakeholder External:

• Channel Partners (GM/SM/TL/CRM/Dealer Trainers) - Drive training calendar implementation, review manpower development, and support recruitment quality
• Off-roll Trainers / Vendor Partners - Curriculum delivery, content feedback, and trainer performance review