Responsibilities

Key Responsibilities
1. After-sales Training System Development
- Design a training framework covering the entire service chain (vehicle reception → diagnosis → repair → quality check → delivery → follow-up), aligned with HQ technical standards and tailored to Malaysia market needs;
- Establish a TTT program to identify and certify dealer in-house trainers and internal technical mentors, ensuring sustainable talent replication.
2. Technical Course Development & Localization
- Develop and localize after-sales training courses, including: vehicle technology principles and fault diagnostics, maintenance SOPs, warranty claims policies and procedures, diagnostic tool usage, and customer handling/objection scripts;
- Translate HQ technical manuals and repair videos into training materials suitable for local technicians and service advisors (Bahasa Malaysia/English).
3. Training Delivery & Certification Management
- Organize regular onboarding training for new service advisors and technicians, new model technical transfer sessions, and quarterly skills workshops;
- Implement a tiered certification system for after-sales roles (e.g., Junior Technician → Senior Technician → Diagnostic Specialist), linking certification to performance and promotion.
4. Effectiveness Tracking & Continuous Improvement
- Design post-training assessment mechanisms (theory tests + hands-on practicals + customer satisfaction tracking + first-time fix rate changes) to measure training ROI;
- Continuously refine course content based on after-sales KPIs (rework rates, repair order cycle time, complaint types) to precisely address frontline pain points.
5. Cross-functional & Dealer Collaboration
- Partner with warranty, parts, call center, and roadside assistance teams to ensure training coverage across all service touchpoints;
- Collaborate with regional managers and after-sales regional supervisors to tailor training plans for different dealer tiers and regional characteristics.
6. Training Operations Management
- Prepare annual after-sales training budget and schedule, manage training vehicles, diagnostic equipment, venues, and external certification bodies;
- Maintain training records, tracking each technician’s and service advisor’s learning path and certification status to support talent pipeline development.

Qualifications

Qualifications
- Bachelor’s degree or above, preferably in Automotive Engineering, Mechanics, Education, or related fields;
- Minimum 5 years of experience in automotive after-sales training or after-sales technical management, with at least 2 years in training system development or TTT projects;
- Deep understanding of the complete after-sales service process (diagnostics, repairs, warranty, customer service), with hands-on technical background or service management experience;
- Strong course development and facilitation skills, capable of managing the entire cycle from needs analysis to delivery;
- Language proficiency: Fluent in both Bahasa Malaysia and English (spoken and written) – able to deliver training, develop technical materials, and communicate with dealer technicians directly in local languages. Chinese is a plus;
- Strong communication and organizational skills, willing to travel frequently across states for on-site dealer coaching;