Service Training

3 days ago

Mumbai, Maharashtra, India Tata Motors Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

1. Developing and implementing a structured non-technical training curriculum

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

2. Conducting Training Need Analysis (TNA)

TNA completed across zones; TNA-linked training calendar deployed

3. Building and managing training capability

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

4. Driving capability development and process adherence

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

5. Training Delivery and Facilitation

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

6. Measurement of training effectiveness

Improvement in post-training performance metrics; Dealer feedback

7. Process & Customer Experience Enablement

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

8. Budget & Vendor Management

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

    • Proficient in training design and instructional methodologies
    • Strong stakeholder management
    • Data analytics and report interpretation
    • Drive for results
    • 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

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