Supervisor, Field Service Engineering

WORK MODEL

WHAT YOU WILL DO

• Manage and develop regional group of Field Service Engineers (FSE) to provide product and technical support to Hyundai / Genesis retailers and conduct on site product problem investigations per FSE Manager direction.
• Ensure appropriate training, equipment and information for regional FSEs. 
• Work closely with Regional and National Management to develop, optimize and review the roles of FSE within the regional organization in fulfilling company business objectives.
   

HOW YOU WILL MAKE AN IMPACT

• Work closely with National Engineering, HMC, Partner Assembly Plants and other quality groups to support Task Force Teams, Quality Inspections, Go and See visits and special assignments for competitor information and benchmarking.
• Mentor FSEs assigned to cover region per direction of FSE Sr. Manager. Complete weekly and monthly reports as requested.  
• Manage regional workload to properly support Engineering requests and regional requests, provide support as needed regardless of dealer assignments.
• Work closely with Product Engineers to research reported or known concerns and study the effectiveness of proposed and implemented field solutions.
• Prepare written quality FSE Reports containing photographs/illustrations/sample parts/videos, clearly explaining condition and recommended solutions.
• Provide on-site diagnostic, troubleshooting and technical assistance to dealers in compliance with Hyundai repair policies and procedures.
• Interface with Regional Management and Staff as needed to assist in improving Fix Right First Time percentage, reduce buyback potential and identify dealer capability gaps. 
• Provide guidance and training to all FSE to be instrumental in problem recognition, onsite data collection and writing of FSE reports.
• Identify emerging technical conditions and concerns occurring at dealerships and be instrumental in problem recognition and data collection and report finding to Service Engineering.
• Obtain incident components when requested and secure related data regarding condition. Forward supporting parts, subject data and documentation to Service Engineering as quickly as possible.
• Assist the Regions regarding Buybacks by becoming involved in the following:
• Assist Dealer in performing the final repair attempt for Buyback prevention.
• Buybacks pending issues from Customer Affairs department.
• Buyback postmortem in finding what technically is defective, so that you can give the report to Service Engineering.
• Acquire and maintain highest achievable Master Technician status with Hyundai (Platinum Certification).
• Provide technical support to field staff, Consumer Affairs, Parts, Legal, and Warranty departments as required.
• Conduct other tasks related to the Purpose of this Position as assigned.
• Help dealer technicians by identifying and recommending technical training that will help their development and diagnostic skills.
• Approve warranty expenditures in support of technical investigations.
• Responsible for regional group budget expenditures and forecasting
• Approve Field Service Engineers expense reports. 
• Approve Field Service Engineer Travel requests.
• Supervise staff in accordance with company policies and procedures. 
• Conduct interviews, hire new staff, and provide employee orientation. 
• Coach and provide career development advice to staff. 
• Establish employee goals and conduct employee performance reviews. 
• Responsible for staff scheduling to include: work assignments/projects, employee training, employee vacations and back-up for absent employees.
   

WHAT YOU WILL BRING TO THE ROLE

• Must be a high school graduate.
• Bachelor’s degree preferred.
• Master’s degree a plus.
• Eight or more years of relevant experience is required.
• Automotive Retail and Wholesale experience desirable.
• Proficient in Word, Excel, PowerPoint and Access and Photoshop.
• Use of Workshop and Diagnostic Equipment.
• Excellent verbal and written communication skills.
• The proven ability to work independently in the field while interdependent on headquarters staff; Must be capable of multi-tasking, setting priorities and scheduling work activities with minimal supervision.
• Ability to resolve problems, think analytically and communicate professionally in high pressure, time sensitive, customer environments.
• Must be a self-starter, enthusiastic, team player, committed, hard working, honest and effective.
• Outgoing personality, who works well as both a leader and a member of a team.
• Willing to work flexible hours on short notice; Position requires the ability to be on call after normal working hours.
• Depending on location, position may require frequent overnight travel.    
• Dealership experience as an ASE Master Technician preferred.
• Driver’s license and good driving record required.
   

WHAT HYUNDAI CAN OFFER YOU

• Compensation Range: $107,800.00 - $154,000.00 annual base salary
• 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)

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: Must be able to lift a minimum of 50 pounds. 
• Ability to travel heavily, more than 70%, often on short notice.