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 employees Key Responsibilities:Deliver classroom and hands-on training sessions covering frontline customer handling skills under the TSA program, mainly Basic and Pro TSA levels Conduct TSA certification examinations to assess frontline staff and support them in achieving the required certification standards Maintain accurate training records, trainee feedback, and individual development reports to monitor and improve employees’ skills and knowledge Organize and conduct the annual Frontline Skills Contest and support the Training Department with other contest categories Stay updated on the latest customer handling techniques and automotive technologies and incorporate relevant developments into training programs Develop training materials and curricula covering customer handling and soft skills related to automotive repair and maintenance Identify 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 equipment Conduct dealer and service center visits to evaluate frontline staff performance and prepare reports on certified employees’ performance Coordinate with the Training Department to continuously improve training quality and frontline capability Qualifications & 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 academies Strong knowledge of customer handling techniques and practices Knowledge of automotive repair and maintenance, including mechanical and electrical diagnosis, is an advantage Previous teaching, training, or instructional experience is preferred Good command of written and spoken English Excellent presentation, communication, and instructional skills Strong organizational and team management abilities Good leadership and time-management skills Ability to work effectively under pressure Reports to: Non-Technical Training Manager