Manager, Techline Operations

at  Hyundai Motor America

Hyundai Motor America focuses on ‘Progress for Humanity’ and smart mobility solutions. Hyundai offers U.S. consumers a technology-rich lineup of cars, SUVs and electrified vehicles.

EDUCATION

~ Must be a high school graduate~ Bachelor’s degree preferred

RELATED EXPERIENCE

• Six or more years of experience in automotive repair and diagnosis is required.
• Experience/knowledge in Dealership/Automotive OEM (Service Operations).
• Three or more years of experience working within an Automotive Technical Call Center, preferable in a mgmt., administrative, or supervisory role.
• One or more years of supervisory experience is preferred.

SKILLS/KNOWLEDGE

• Strong interpersonal and communication skills.
• Excellent Problem Analysis Skills.
• Strong organizational skills.
• Excellent time management skills.
• PC software skills (Excel, Word, PowerPoint, Teams, etc.).

PHYSICAL REQUIREMENTS

Normal office dutiesTravel: 0% - 25%Work may require occasional weekend and/or evening work.

PURPOSE

• This position is responsible for managing and overseeing the Techline Operations and teams in their technical operation including FASTVAC, working closely with the vendor to establish objectives, measure performance and enforce policy, vehicle competency and procedures.
• Ensure Techline offers exceptional service to Dealers to meet SLA’s, improve FRFT, and reduce dealer misdiagnosis or over-repair.

MAJOR RESPONSIBILITIES

• Manage the Techline Department and oversee vendor performance to KPI’s, making daily adjustments in operations, reporting, ensure vendor is meeting SLA’s, and driving to be the number one Techline in the industry.
• Ensure Department has all the required tools and training needed to meet their goals and objectives.
• Ensure Department’s staffing and scheduling aligns with budget.
• Develop and implement process improvements/enhancements to ensure requirements to support Dealers and other Departments are being met, making policy and procedural adjustments when appropriate.
• Work closely with Senior Manager, Advanced Diagnostics to develop strategic planning on situations/request outside normal processes.
• Monitor and assess Techline reports for vendor communication to ensure performance management opportunities are being managed appropriately.
• Ensure vendor is providing appropriate non-technical training for employee development.
• Host regularly scheduled department meetings.
• Attend and participate in HMA meetings applicable to Dealer Tech Support, in addition to meetings with Techline vendor.

MAJOR RESPONSIBILITIES (CONTINUED)

• Work closely with PA, Warranty, Field Operations, Special Service Tools, and Technical Training Groups for feedback on Dealers/Technicians.
• Respond to Techline related inquiries and provide problem resolutions.
• Direct and manage Techline Training to ensure available tools (i.e., chat reports, call surveys, quality reports (TQC), HLP reports, HMMA engine inspection results, etc.) are being utilized to assess opportunities and develop/present training material (technical and non-technical).
• Direct & manage Techline reporting to ensure deadlines are met and requested data is provided within a reasonable time based on data requested/depth of analysis.
• Maintain advanced technical knowledge of vehicle components and issues on all vehicle models for Techline escalations and training purposes.
• Continuous monitoring and testing of vehicle performance of both production and pre-production vehicles documenting issues, concerns and vehicle milestones.
• Collaborate with engineering division on documented feedback for recommended enhancements and technical concerns as raised by dealers.
• Use independent judgement to manage resources for Techline, negotiating with vendor for additional needs and new identified scopes.
• Effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.