Manager, Service Information

Hyundai Motor Company•Fountain Valley, CA

21d•$91,000 - $130,000•Onsite

About The Position

The Manager, Service Information oversees Hyundai Motor America (HMA) and Genesis Motor America (GMA) service information content, platforms, and aftermarket access programs. The role manages shop manuals, technical service bulletins, posting articles, user support, portal navigation and interface enhancements, and related customizations. It maintains content accuracy in collaboration with Hyundai Motor Company (HMC), Global Information Technology America (GITA), and other groups, while aligning HMA and GMA with global content direction and addressing their specific requirements. The manager keeps service information and its delivery methods current, identifies technology-driven improvements, and leads HMA’s evaluation and rollout of AI-based technician support tools. The role also manages access for independent repair facilities, locksmiths, and vehicle owners to help ensure Right to Repair obligations are met. Responsibilities include coordinating content publication and campaigns, improving portal usability, supporting global portal programs and pre-production manual reviews, overseeing AI evaluation and dealer pilots, and managing aftermarket subscriptions and performance reporting. This is an onsite role. It involves normal office duties, travel to meetings and site visits (including internationally), a flexible schedule, and occasional weekend or evening work. The employee must be able to safely drive a motor vehicle and repeatedly lift light loads under 20 pounds during development, testing, and validation activities.

Requirements

High school graduate.
Six or more years of experience with an automotive original equipment manufacturer or distributor in a similar technical capacity.
Two or more years of experience working with a global team.
Three or more years of project management experience.
Thorough understanding of automotive technology.
Proficiency with current software and the complete Microsoft Office suite.
Strong writing skills and excellent verbal and written communication skills, including the ability to work in an international environment.
High degree of cross-functional cooperation and 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.
Valid state driver’s license and good driving record.
Ability to safely drive a motor vehicle and repeatedly lift light loads under 20 pounds during development, testing, and validation activities.
Willingness to work a flexible schedule and occasionally work weekends or evenings.

Nice To Haves

Bachelor’s degree preferred.
Master’s degree is a plus.
Experience with large system migrations or content platform launches.

Responsibilities

Manage and direct administration of shop manual content, technical service bulletins, posting articles, user support, navigation and interface enhancements, and customizations.
Maintain service information accuracy through collaboration with HMC, GITA, and other divisional groups.
Ensure HMA and GMA align with global direction for service information content while addressing their unique requirements.
Keep HMA service information content and delivery methods current and plan for technology improvements.
Lead HMA participation in AI initiatives for delivering service information to technicians, from evaluation through pilot and national deployment.
Manage HMA and GMA aftermarket service information support for independent repair facilities, locksmiths, and vehicle owners, ensuring Right to Repair obligations are met.
Coordinate review, correction, and timely publication of accurate technical service bulletins and other service information.
Launch service and warranty campaigns in coordination with the Warranty group and HISNA launch schedules.
Validate new service information from HMC and work with stakeholders to identify and correct content issues.
Review user feedback and resolve content, website, media, functionality, and efficiency issues in the Hyundai and Genesis Service Information portals.
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 by assessing content, functionality, efficiency, cost effectiveness, and enhancement opportunities.
Partner with TechLine, Engineering, Service Technology, Service Training, and dealer technicians to develop integrated modules, resolve portal issues, and implement enhancements.
Maintain thorough Hyundai product knowledge, including vehicle driving characteristics and customer and 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, user acceptance testing, defect and enhancement tracking, Legal service agreement coordination, and cutover planning.
Support pre-SOP shop manual reviews with HMC using model change logs, and track open Knowledge Feedback items, aging, and estimated resolution timing.
Lead evaluation and deployment of AI-based technician support tools; establish and apply measurable quality criteria, make HMA readiness recommendations, manage dealer pilots and field feedback, and represent HMA in national rollout readiness discussions.
Ensure AI source content—including shop manuals, DTC manuals, TSBs, owner’s manuals, and quick reference guides—is complete, current, and 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 in Service Information and AI pilots in coordination with Field Technical Operations.
Represent HMA in working-level discussions with HMC, HAC, and GITA about system requirements, content standards, publication processes, corrective actions, and portal improvements.
Complete other assignments necessary to support HMA and HMC corporate goals and objectives.

Benefits

Monthly vehicle lease allowance, including insurance and maintenance, for eligible employees.
Paid holiday shutdown between Christmas and New Year’s.
Medical, dental, and vision insurance for employees and their families, with employer contributions to Health Savings Accounts.
401(k) retirement plan with employer match.
Additional employer-enhanced 401(k) contribution program after one year of employment, in addition to regular matching contributions.
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 of up to $5,250 per year for employees seeking higher education degrees.
External training and development programs.