Lu Weng Jen was the champion in the Service Advisor category, while John Leow Zhi Kuan bested rivals in the Parts Services category.
The Master Technician category was won by Yeoh Chun Ping from Volkswagen Juru, operated by Goh Brother Motors. The Gombak outlet is operated by MHV Autohaus.
The contest is a global assessment that consists of online tests, theoretical and practical assessments, and exams that is open to all dealer staff – in particular services advisors, master technicians and parts service advisors.
The assessment was created and tailored with the mission to strengthen dealer networks, improve quality and customer satisfaction in addition to providing insights on global standards and practices. Kicking off last year, a total of 311 participants from the Volkswagen network in Malaysia took part in the online test, and a total of 27 top performers were chosen for the National Finals. The final 27 participants consist of 10 service advisors, 10 parts advisors and 7 master technicians.
The 2018/2019 National Finals, which took place from the 19 to 21 February at the Volkswagen Training Academy in Glenmarie, Shah Alam, was divided into several modules for the respective categories over three days.
Services advisors were tested on soft skills, dialogue reception and aftersales systems, whereas parts advisors were tested on role-play scenarios, aftersales systems and had to sit for a written exam. The Master technicians were tested on dialogue reception, diagnostic competency, technical professional competency and systematic methodology.
The syllabus was set by Volkswagen AG, while execution and evaluation were conducted locally by a panel of judges from Volkswagen Passenger Cars Malaysia.