Service Training Staff ( In Automotive Industry )

Summary of Job Description

The responsibilities include conducting Dealer Operation Standard (DOS) training for dealers, also providing training on the Dealer Management System (DMS) and Customer Relationship Management (CRM) systems. Another key responsibility is to follow up on Customer Satisfaction Index (CSI), Net Promoter Score (NPS), Dealer Revenue to monitor performance and drive continuous improvement.

Job Descriptions

Major Duties:

1) Conduct DOS Service (Basic) training to Dealers and follow up dealers’ implementation.

2) Monitor Dealers’ performance via CSI Survey, Mystery shopping

3) Analyze service data for related KPIs.

4) Conduct CRM training to Dealers and monitor Dealer's status

5) Conduct evaluations for DOS, technical issues at Dealers.

Minor Duties:

1) Coordinate with other sections to handle customer complaints (CXI) related to Service procedure.

2) Support Dealer activity

Requirements

• Education: Bachelor’s Degree with major in Automotive Engineering

• Experience: Having at least 02 years of experience relating to Customer Service/Training/ Service Area Management in the automobile field

• Knowledge: Customer Service/Training/ Service Area Management in the automobile field

• Skills: Analysis & negotiation skills; Training Skills/ Presentation skills; Good communication skills; PC Skills (MS office, Power point, etc.); Fluent English communication, especially writing and reading