Position Objective
To establish and lead the OEM training system in Spain, covering dealer network capability development across Sales, After-sales, and Technical functions. The role ensures alignment with global standards while localizing training strategies to support network performance, customer satisfaction, and brand growth in the Spanish market.
Key Responsibilities
1. Training Strategy & Program Setup
* Develop and implement the overall training strategy for Spain, aligned with OEM global standards and local market needs.
* Establish a structured training program in coordination with each area, covering:
* Sales (product, retail process, customer journey)
* After-sales (service process, warranty, customer handling)
* Technical (diagnostics, repair, EV systems)
* Build a scalable training framework to support network expansion in Spain.
* Define annual training plans, budget, and KPI targets.
2. Dealer Network Capability Development – Commercial Training
* Ability to design, deliver and coordinate training programs for dealer staff, including:
* Sales consultants
* Service advisors
* Dealer management team
* Support dealer onboarding (new dealer setup training & certification).
* Monitor dealer training compliance and certification status.
* Identify capability gaps across the network and implement targeted improvement plans.
3. After-sales & Technical Training Management
* Coordinate technical training programs including.
* Ensure alignment with OEM technical standards and European regulatory requirements
* Support improvement of key after-sales KPIs:
* First Time Right (FTR)
* Mean Time to Repair (MTTR)
* Repeat Repair Rate
* Warranty Rate
* Work closely with Technical, Quality and Warranty teams to address field issues through training.
4. Customer Experience & Service Training
* Develop and deliver customer experience (CX) training programs aligned with brand positioning.
* Integrate CRM, complaint handling, and service recovery processes into training modules.
* Support improvement of:
* Customer Satisfaction Index (CSI)
* Net Promoter Score (NPS)
* Ensure consistent premium service standards across all dealer touchpoints.
5. Training Content Development & Localization
* Localize global training materials to Spanish market requirements (language, culture, regulations).
* Develop training content including:
* Classroom materials
* E-learning modules
* Practical workshops
* Ensure consistency of product knowledge and brand messaging across the network.
6. Training Delivery & Digital Learning Platforms
* Deliver and coordinate training through multiple channels:
* In-person training sessions
* Online training platforms (LMS)
* On-site dealer coaching
* Manage and optimize Learning Management System (LMS) usage and reporting.
* Track training attendance, completion rates, and effectiveness.
7. Performance Monitoring & Continuous Improvement
* Establish and monitor training KPIs, including:
* Certification rate
* Training completion rate
* Dealer performance improvement
* Evaluate training effectiveness through:
* KPI improvements
* Dealer feedback
* Mystery shopping / audits
* Continuously optimize training programs based on data analysis.
8. Cross-functional Collaboration
* Work closely with:
* Sales team (product & retail capability)
* After-sales team (service & warranty processes)
* CRM team (customer experience standards)
* HR (training governance & development programs)
* Act as a bridge between HQ and local market for training implementation.
9. Additional Responsibilities
* Management of external training suppliers
* Tender scope definition
* Technical proposal validation
* Coordination of all suppliers activities – from design to implementation
* Undertake other duties and projects as required in line with business development in Spain.
Job Requirements
Experience
* Minimum 5–8 years of experience in automotive training, after-sales, or dealer network development.
* Experience in Automotive consultancy company, OEM, importer, or large dealer group preferred.
* Proven experience in training system setup (0→1 experience highly valued).
* Experience in EV or new energy vehicle training is a strong plus.
Knowledge & Technical Skills
* Strong understanding of:
* Dealer operations (Sales & After-sales)
* Automotive service processes and warranty standards
* Familiarity with training systems and LMS platforms.
* Knowledge of European automotive regulations is a plus.
Language & Tools
* Fluent in Spanish and English (mandatory).
* Chinese is a plus (for HQ communication).
* Proficient in MS Office and digital learning tools.