Position Purpose
The Customer Service Training Specialist (Parts and Service) is responsible for designing, developing, facilitating, implementing and maintaining high-quality training programs and learning materials for Toyota Customer Service Training for Service Advisors, Parts Staff and Customer-Facing Staff.
The role focuses on creating both instructor-led classroom training and digital learning content that supports employee competency development, improves customer satisfaction and ensures alignment with manufacturer standards, company procedures, and industry best practices.
Key Responsibilities
Training Needs Analysis
Conduct skills gap assessments for Service Advisors, Parts Staff and workshop personnel.
Engage with aftersales management, and operational leaders to identify training requirements.
Review aftersales business performance indicators and customer satisfaction scores to identify development opportunities.
Develop annual training content plans aligned to business objectives.
Customer Service Training Development
Develop, maintain and facilitate customer service programs for Service Advisors and customer-facing personnel covering:
· Customer Experience Excellence
· Service Advisor Skills
· Parts Advisor Skills
· Parts Staff Skills
· Communication and Relationship Management
· Business Performance Skills
Customer Service Content Creation
Service Advisor training guides
Parts Advisor training guides
Parts operation training guides.
Role-play scenarios
Customer interaction simulations
Workshop exercises
Online learning modules
Assessment tools
Coaching guides for managers
E-Learning Development
Convert classroom content into engaging online learning experiences.
Develop interactive e-learning modules using instructional design principles.
Create multimedia learning content including:
Videos
Animations
Scenario-based learning
Interactive assessments
Microlearning modules
Ensure content is compatible with the company Learning Management System (LMS).
Maintain content consistency, quality, and branding standards.
Learning Management System (LMS) Administration
Upload and maintain learning content on the LMS.
Manage learner enrolments and course structures.
Monitor learner completion rates and training compliance.
Generate training and competency reports.
Assessment and Certification
Design and facilitate competency-based assessments.
Develop practical and theoretical evaluations.
Measure training effectiveness through assessments and learner feedback.
Support technician certification and service advisor accreditation programs.
Continuous Improvement
Regularly update content based on:
New vehicle technologies
Manufacturer requirements
Customer service trends
Business needs
Industry best practices
Evaluate training effectiveness and implement improvements.
Research emerging learning technologies and digital training trends
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