Manager, Service Information

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

#LI-On Site

• 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.

• 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 Tech Line, 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,…