Manager, Techline Operations

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Location

NHQ

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.

Authority

• Responsible for hiring, performance goals/evaluations, identifying KPIs, expense reports, and time off requests for all direct reports.
• Management and development of personnel within the department.
• Vendor management and relationship for Techline services.
• This role requires the performance of work directly related to management and/or general business operations.
• The exercise of discretion and independent judgment with respect to matters of significance is required.

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.).

Certification

• ASE Master Certification or Hyundai Technician Platinum Certification.
• Valid Driver’s License
• Must be eligible for enrollment in the company’s auto insurance policy.

Physical Requirements

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

Work Model

#LI-Hybrid (60% Onsite/40% Remote)

Affiliate

#Hyundai

Compensation

$86,800.00 - $124,000.00 Annual

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)