Tesla

EMEA Front of House Service Training Lead

Tesla

April 17, 2021


The EMEA FOH (Front of House) Service Training Lead is responsible for delivering exceptional learning experience to customer-facing service employees across EMEA. This individual brings experience in learning & development, leadership, problem solving, and customer experience to guide and implement the FOH training approach. The FOH Service Training Lead will partner closely with FOH trainers, content developers, and project managers to ensure that learning gaps are identified, plans are in place, and results are achieved that will up-skill employees and improve our service metrics. The role is a blend of training delivery, coaching and leadership, and learning strategy planning, and the ideal candidate can shift between these three areas as needed. Strong collaboration is expected as building relationships with key field and business stakeholders is the key to success.
Responsibilities
  • Serve as the team lead to guide the approach of FOH training (Service Advisors and Parts Advisors) across EMEA.
  • Contribute heavily to the learning content development process to create new materials and courses, in partnership with local and global content developers.
  • Deliver instructor-led and virtual training to EMEA Service Advisors and Parts Advisors across EMEA.
  • Guide the onboarding program strategy (content management, delivery, and ongoing improvement) for Service Advisors and Parts Advisors.
  • Lead the decentralized Service Coach network strategy to enhance core capabilities and ensure continuous process improvement.
  • Facilitate instructor-led and virtual technical training on electric vehicles to enable employees to perform their role safely and to Tesla’s standards.
  • Partner with Managers and Coaches to validate and quantify skill development of employees.
  • Build relationships and proactively align on the training strategy with partner teams such as Technical Operations, Engineering, Field Service Operations, Service Business Operations, People Development, and regional technical and field support teams.
  • Contribute heavily to the learning content development process to create new materials and courses, in partnership with local and global content developers.
  • Assess training needs and measure the impact of FOH training programs.
  • Lead the target-setting and tracking process for the team in alignment with standards expected within the broader department.

Requirements
  • Management or leadership experience preferred.
  • Experience leading and implementing change.
  • Demonstrated ability to think strategically and lead at the big-picture level to make business impact.
  • Experience delivering training to customer-facing roles at Tesla.
  • Demonstrated ability to overcome roadblocks and proactively problem solve with minimal oversight.
  • Automotive, customer service, or learning & development degree or equivalent in experience and evidence of exceptional ability.
  • Understanding of all systems and sub-systems of Tesla's vehicles, at the level expected of a senior Front of House employee.
  • Ability to travel as needed to deliver instructor-led training in multiple EMEA countries.
  • Thrives working independently; also able to contribute strongly as a member of a high performing team.
  • Strong facilitation and interpersonal communication skills required.
  • Excellent verbal and written communication skills, and demonstrated confidence and professionalism in working in a customer-facing role.