Aftersales Training Manager

PURPOSE / DETAILS OF THE JOB

Mission & Main Objectives

• Define, propose, implement and maximize NMEF (Nissan Middle East) Aftersales training strategy.
• Ensure sufficient levels of Technical Competency at the NSCs to deliver outstanding product and repair quality.
• Ensure sufficient levels of Service competency at the NSCs to deliver outstanding Customer Experience.
• Ensure sufficient levels of Parts Operations competency at NSC level to drive parts business.
• Lead, oversee and guide NSC training activities to ensure alignment with NMEF business strategies.

Main tasks and responsibilities (Including team management if any):

• Technical Training
  • Train and certify NSC technical trainers on Global Nissan Service Technician Education Programs (N-STEP), and ensure each NSC has suitably qualified trainers to deliver local training.
  • Localise, update and deliver new model technical training, Train-The-Trainer (TTT) to Technical Trainers or directly to frontline.
  • Work with regional and global teams to ensure training materials are available and updated to suit local technology and equipment specifications.
  • Conduct frequent technical training needs analysis in the market.
  • Design and develop new training material (Instructor-Led, e-Learning or Virtual Classroom Training) to close identified skills and knowledge gaps in the region.
  • Deliver Electric Vehicle (EV) and New Energy Vehicle (NEV) technical training and certification in the region and ensure NSC have the right level of knowledge and skills to service and repair NEVs.
  • Enhance own knowledge and skills by participating in Master Trainer TTT offered at Regional and Global level.

• Service & Parts (Non-Technial) Training
  • Train and certify NSC non-technical trainers on Global Nissan Sales & Service Way (NSSW), Global Nissan Service Advisor Program (G-NSAP) and ensure each NSC has suitably qualified trainers to deliver local training.
  • Localise plan and deliver new model product training, Train-The-Trainer (TTT) to Non-Technical trainers or directly to frontline.
  • Conduct frequent non-technical training needs analysis in the NMEF markets.
  • In addition to global training programs, design, develop and implement new Service Advisor and Service Manager training programs (TTT or directly) to close knowledge and skills gaps and enhance

• Administrative
  • Ensure all training materials are available and reasonably up-to-date on the Learner Management System.
  • Ensure all NSCs are competent in usage of the LMS to manage training delivery and records.
  • Manage training KPIs and ensure compliance with Global, Regional and Local Certification requirements and alignment with company business strategy.
  • Maintain all aspects of the Reagonal Training Centre e.g tools, equipments, vehicles, training resources to ensure all resources are ready for training when required.
  • Develop regional training plan and cascade with NSCs and ensure NSCs adhere to NMEF annual training plans to maintain correct level of certification.
  • Generate monthly training and certification status reports and share with applicable stakeholers e.g. NSC, NMEF, Regional and Global as required.
  • Appointment and management of external training providers and ensure services, materials and all activities by providers activities meet the required quality levels and in-line with company strategy.
  • Research and implement new training enhancement strategies e.g. AI integration to training and development, to ensure training offered by NMEF is modern, effective and enhances company business strategy.
  • Conduct regular meetings with NSC training managers to provide guidance and support on issues of training delivery and management.
  • Responsible to maintain and upkeep training centre in relation to 5S, usage, tools and equipment, vehicles and other training resources.
  • Lead organisation of regional training events including Skills Contests, New Model TTT, etc.
  • Develop annual training budget inline with company business strategies and monitor implementation thereof.
  • Lead training team members/subordinates (where applicable)

Country Specifics

• NMEF markets

KPIs

• Maintain global technician certification standards by ensuring certification levels for N-STEP 1, 2 and 3 are inline with global, regional and local KPI requirements.
• Maintain Global Service Advisor certification standards across the region to certification levels inline with global, regional and local KPI requirements.
• Maintain Parts Sales Consultants and Managers training certification
• Maintain Service Manager certification
• Other KPIs are required by business on ad-hoc basis                      

Background & Experience

Specific technical skills

• Significant experience and skills training and development  (min 7-8 years)
• Affinity and/or experience with Training activities & dealer network (Sales and Aftersales)
• Experience and affinity with systems, technology and digital
• Cross functional management skills
• Ability to conduct public presentations
• Strong car culture and automotive background knowledge

• Qualified automotive technician with extensive knowledge of automotive technology, diagnostics and repair techniques.
• Proven competency in delivering quality technical training to trainers  
• Certified automotive high voltage technician/trainer
• Knowledge of eLearning instructional design and course development tools (Captivate, Synthesia, Articulate etc)
• Knowledge of Cornerstone Saba LMS

Behavioral Competencies Required

• Pedagogical skills
• High level of autonomy and leadership
• Effective communication and presentation skills
• Training material and content Development skills
• Structured and analytical
• Cross functional and cross-cultural skills
• Coaching and Mentoring skills

Minimum Education

• Degree in Engineering fields (Mechanical, Electrical or similar) or equivalent (required)
• Certificate/Diploma in Adult education/training/Train-The-Trainer (required)
• University degree in Business Management or equivalent (advantageous)

Language Requirements  

• Fluent in English, Arabic (optional)

 At Nissan, we believe that the differences among us – differences in race, gender, age, mindset, religion, people with disabilities and much more – make us stronger and equip us to better serve our customers and communities. We are committed to creating positive change that ensures transparency and inclusivity throughout the career journey, in order to build teams that create a sense of belonging for all members.

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