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Senior Group Manager, FSE & Service Engineering

Date: Sep 28, 2022

Location: Fountain Valley, CA, US, 92708

Company: Hyundai Motor America

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Reports to

Director, Warranty & Dealer Tech Support

Location

NHQ

Exempt Status

Exempt

Vehicle Benefit

UVP

Purpose

~ Provide Dealers and related third Parties with world class technical information and diagnostic tools to effectively and efficiently maintain and repair Hyundai and Genesis vehicles in the US.

~ Provide Dealers with in-dealer onsite technical support for difficult / high priority vehicle diagnosis and repair.  Support high priority Safety and Quality problem investigations and technical TFT dealer visits

~ Support achieving company objectives for Fix Right First Time in support of benchmark levels of Service Satisfaction/CSI and Total Cost of Quality including warranty cost.  Support NHTSA compliance through effective support of recall/campaign completion.

Major Responsibilities

~ In collaboration with HMC and Quality/Service Engineering, lead the publication of the Service Manuals, Technical Information and TSBs (Developed by QSE) and other publications to provide dealers and the repair industry with the information needed to properly maintain, diagnose, and repair vehicles.   Leverage omni channel technology to distribute this information to users.

~ In collaboration with HMC and key affiliates, develop, implement, and support the global diagnostic tool platform and applications to enable dealers and appropriate 3rd parties to effectively and efficiently diagnose and repair vehicles. 

~ Lead a “Field Service Engineering” group to support dealers needing in-dealer / onsite technical support.

~ Support QSE/NASO/HMC when needed for urgent-onsite problem investigation or TFT activity.  

~ Document activities and investigations through the appropriate systems.

~ Validate effectiveness of Technical Information and Diagnostic Tools to support technicians and suggest improvements to increase effectiveness.  Periodically validate dealer technical tools compliance.

~ Conduct dealer technical / tool process evaluations

~ Ensure appropriate training, equipment and information for all FSEs.

Major Responsibilities (continued)

~ Work closely with Regional & National teams to to provide on-site support of key CA, Techline/PA, and  FASTVAC cases

~ Work closely with the Quality and Service engineering group to identify and define quality issues

~ Recognize and report possible Safety issue per NASO processes

~ Develop the internal employee staffing and external partner strategy for staffing to perform group roles and responsibilities.  Recruit, train, motivate and retain the employees in alignment with HMNA policies and procedures

~ Develop the business plan and budget needed to perform group roles and responsibilities in accordance with HMNA policies & procedures. Track budget and adjust budget or activities as needed.

~ Evaluate, select, contract with and manage the performance of vendors needed to perform group roles and responsibilities in accordance with HMNA policies and procedures.

~ Collaborate with related Service, CX, Quality, Aftersales and Sales/Field Ops to achieve group and to support achieving other company objectives such as Retail Sales, CSI, IQS, VDS, TCQ, AfterSales etc.   In particular coordinate with the Retail Experience and Training Group who develops and deploys training to dealer staff including dealer technicians

Authority

~ Conduct interviews, hire new staff, and provide employee orientation. Establish employee goals and conduct employee performance review as well as coach and provide career development advise in accordance with company policies and procedures

~ Conduct RFPs, draft scope and contracts, manage vendor performance via contract terms, Initiate purchase requests and invoice payments per HMNA policies and procedures.

~ Approve travel and expense reports for personnel

~ Lead business group policy development and adherence in accordance with HMNA delegation of authority and governance structure.
 

Education

~ Bachelor’s degree in Engineering, Computer Science, Information Technology, Applied Statistics/Mathematics, Mechanical Engineering or Automotive Engineering preferred.
~ Master’s degree a plus

Related Experience

~ 10 plus years of related Automotive or similar technical industry experience

~ Two to three years of Managerial experience desired.

Skills/Knowledge

~ Proficient in Word, Excel, PowerPoint and Access.

~ Thorough automotive technical knowledge required.

~ Strong written and oral communication skills.

~ Strong analytical/problem solving ability.

~ Strong data management/general and statistical analysis/reporting capabilities.

~ Strong organizational skills yet flexible to accomplish objectives that are often subject to change.

~ Able to work independently with minimal supervision and direction.

Certification Required

~None

Physical Requirements

Some travel required
Able to travel domestically
Travel: 0% - 25%

Compensation & Benefits

Benefits

 

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles