Senior Manager, Advanced Diagnostics

Location

Purpose

• Responsible for the management of Techline, HTSS Knowledgebase and HTSS Connect Case Management System with the goal of decreasing warranty costs and improving IQS/VDS/Fix Right First Time/CSI scores.
• Directs Internal Operations Software Development, Monitor Techline Call Center and Blue Link data, oversee the vendor management of operations and performance for HTSS & Techline.

Major Responsibilities

• Manage vendor relations with Dealer Tech Support and Hyundai techline, monitoring quality of call center performance and overall program success.
• Direct the collection of data and creation of necessary department communications as it pertains to techline and HTSS. Prepare and present executive reports of findings and communications.
• Develop and enhance processes relating to: 3rd Visit workflow to diagnose tough vehicles symptoms and techline training curriculum. Coordinate internally and cross-functionally to resolve issues, identify process enhancements, receive feedback and further systems developments.
• Maintain and manage the Dealer Tech Support Software Stack and related platforms.
• Manage the development of the HTSS Knowledgebase and HTSS Connect Case Management System and actively enhance reporting functionality.
• Develop and standardize techline’s advice and solutions for consistency across all agents.
• Conduct dealer visits to further understanding of technical and service-related issues and study the effectiveness of proposed and implemented solutions.
• Work closely with Quality Service Engineers and Field Service Engineers to research problems and assist in the development and communication of repair solutions to Hyundai dealer technicians.

Major Responsibilities (continued)

• Drive engineering fleet vehicles to:
  • Monitor and clearly identify JDPA IQS/VDS and CR Reliability (Durability) surveys liabilities and develop improvement and validation plans accordingly.
  • Maintain product knowledge and gain customer/field issues complaint understanding.
  • Evaluate, troubleshoot and diagnose vehicle installed field failure parts (Improved Techline Assistance).
  • Develop, evaluate and validate vehicle failure countermeasures.
  • Test HTSS 2-Trip DTC Content.
• Conduct other tasks related to the Purpose of this position as assigned.
• Understand the capabilities and limitations of the STUI/HTSS/HTSS Connect applications and maintain working knowledge of Techline business processes, technologies & data.
• Translate detailed Techline requirements into HTSS format.
• 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.

Authority

• This position requires a high level of independent judgment.
• Techline manager may escalate cases as backed by analysis.
• Utilize the diverse talents of staff by efficiently managing staff’s time, materials and department budget while focusing on goals and vision of the company.
• Vendor Selection, contracting, PR and invoice approval in alignment with HMA policies.
• Hiring, management, and development of personnel within the group in alignment with HMA polices.
• Approval of internal but not external Technotes in the HTSS Database.
• Approval of external HTSS “Links”.
• Modify/design HTSS/HTSS Connect & Telephony applications.

Education

Related Experience

• Eight or more years of experience of which at least five years of directly related experience in automotive diagnostics and technical phone center operations.
• Two or more years of managerial experience is desired.

Skills/Knowledge

• Ability to always follow departmental procedures.
• Ability to clearly communicate technical issues verbally and in writing.
• Ability to train Techline agents to technical proficiency to convey technical repair information.
• Ability to multi-task and complete assignments on schedule.
• Have thorough knowledge of OBD2 systems and Module Communication Protocols.
• Have thorough knowledge of Microsoft Outlook and Office: Excel, PowerPoint, and Word.
• Thorough automotive technical knowledge required.
• Strong written and oral communication skills.
• Strong analytical/problem solving ability.
• Strong data management/general and statistical data analysis/reporting.
• Demonstratable experience with querying and utilizing data for proposing and justifying related business decision making.
• Must be well organized yet flexible to accomplish objectives that are often subject to change.
• Must be able to work independently with minimum supervision and direction.

Certification

• ASE certified Master Technician and L1 status required.
• Emission certified per California BAR requirements with a thorough knowledge of emissions systems and inspection procedures.
• Valid state driver’s license and good driving record.

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)