Manager, Service Information

WORK MODEL

WHAT YOU WILL DO

• Manage and direct administration of all shop manual content, technical service bulletins, posting articles, user support, navigation/interface enhancements, and implement customizations as needed to enhance the user experience.
• Maintain accuracy of service information content through cross-collaboration with Hyundai Motor Company (HMC), Global Information Technology America (GITA), and other divisional groups.
• Ensure Hyundai Motor America (HMA) and Genesis Motor America’s (GMA) alignment with global direction for service information content development and management and ensure HMA/GMA’s unique requirements are addressed.
• Ensure HMA service information content and delivery methods are current, while anticipating and planning for changes to leverage new technologies as they become available to improve dealer service side operational metrics.
• Lead HMA’s participation in artificial intelligence (AI) initiatives that deliver service information to technicians, including the AI Agent for technicians, from evaluation through pilot and national deployment.
• Manage HMA and GMA aftermarket service information support, including independent repair facility (IRF), locksmith and vehicle owner access, ensuring Right to Repair (RTR) obligations are met.

HOW YOU WILL MAKE AN IMPACT

• Ensure Technical Service Bulletins (TSBs) and other service information are accurate and published on time, coordinating with relevant groups for review, correction, and timely upload.
• Launch Service/Warranty campaigns in coordination with the Warranty group and HISNA launch schedules.
• Validate new service information from HMC, working with HMC and other stakeholders to identify and correct content issues.
• Review user feedback and quickly resolve Service Information portal content, website, media, functionality, and efficiency issues for Hyundai and Genesis.
• Ensure HMA technical and Right to Repair compliance by partnering with Legal and Cybersecurity on service information access and issues involving NASTF and ALOA.
• Improve the Service Information portal user experience, analyzing content, functionality, efficiency, cost effectiveness, and opportunities for enhancements.
• Partner with TechLine, Engineering, Service Technology, Service Training, and dealer technicians to develop integrated modules, resolve portal issues, and implement recommended enhancements.
• Maintain thorough Hyundai product knowledge, including vehicle driving characteristics and customer/field concerns, to drive and evaluate engineering fleet vehicles.
• Work with HMC, HAC, GITA, and North American plants to define and maintain global TSB creation, review, approval, publication, content standards, and service information processes.
• Manage HMA’s role in the global Service Information portal program, including requirements gathering, internal/dealer user acceptance testing, defect and enhancement tracking, Legal service agreement coordination, and cutover planning.
• Support pre-Start of Production (SOP) shop manual reviews with HMC using model change logs, while tracking open Knowledge Feedback items, aging, and estimated resolution timing.
• Lead evaluation and deployment of AI-based technician support tools, establishing measurable criteria for accuracy, unsupported claims, response time, error rate, and repeated query reformulation; conduct structured scoring, determine HMA readiness recommendations, manage dealer pilots/field feedback, and represent HMA to HMC on national rollout readiness.
• Ensure AI source content, including shop manuals, DTC manuals, TSBs, owner’s manuals, and quick reference guides, is complete, current, and correctly structured for ingestion; coordinate data pipeline requirements with HMC and GITA.
• Manage aftermarket service information programs, including IRF and vehicle-owner subscriptions, locksmith PIN access, and J2534-related subscriptions; monitor sales, refunds, and year-over-year performance and report results to management.
• Select and manage dealer participation for Service Information and AI pilots in coordination with the Field Technical Operations team.
• Represent HMA in working-level discussions with HMC, HAC, and GITA regarding system requirements, content standards, publication processes, corrective actions, and portal improvements.
• Complete other assignments necessary to support HMA/HMC corporate goals and objectives.

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate
• Bachelor’s degree preferred
• Master’s degree a plus
• Six or more years of experience with an automotive OE or distributor in a similar technical capacity.
• Two plus years of experience working with a global team.
• Three plus years of project management experience.
• Experience with large system migrations or content platform launches preferred.
• Thorough understanding of automotive technology.
• Proficient with current software.
• Strong writing skills.
• Excellent verbal and written communication skills with the ability to work within an international environment.
• Excellent PC skills with proficiency with the complete Microsoft Office suite of programs.
• High degree of cross functional cooperation & coordination with internal and global teams.
• Exceptional organizational and task management skills.
• Working understanding of AI-based tools and how content quality affects output, including the ability to design and execute structured evaluations.

WHAT HYUNDAI CAN OFFER YOU

• Monthly vehicle lease allowance – Eligible employees receive a monthly vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
• 401(k) retirement plan with Employer Match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Vacation and sick time off
• Employer-paid basic life and disability coverage, including Paid-Family Leave.
• Mental health, wellbeing, and employee assistance program
• Health advocate (support)
• Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees.
• External Training and Development Programs
• Compensation Range: $91,000.00 - $130,000.00 annual base salary

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page. 

OTHER DETAILS

• Physical requirements: Normal office duties.
• Work requires travel to meetings, site visits, including internationally. This requires possession of a valid state driver’s license and good driving record. Vehicles may frequently be fitted with electronic and mechanical test equipment.
• Work requires willingness to work a flexible schedule.
• Work may require occasional weekend and/or evening work.
• Must be able to safely drive a motor vehicle.
• Ability to repeatedly lift light loads (less than 20 lbs.) during development, testing, and validation activities.