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Assistant Manager, Techline Data Analytics & Reporting
Fountain Valley, CAPosted Yesterday
Job Description
WORK MODEL
#LI-OnSite
WHAT YOU WILL DO
Monitor and report technical contact center statistics to Hyundai and Genesis, National and Regional Management. Collaborate with appropriate teams and personnel to ensure Techline agents have the tools and service information essential to proper diagnostics, repair and Improve dealer support quality.
HOW YOU WILL MAKE AN IMPACT
Techline & Case Data Analysis
- Analyze Techline case data, including calls, digital cases, and escalations, to identify trends in vehicle concerns, repeat failures, and emerging technical issues.
- Monitor and report on key operational and technical metrics such as case volume, resolution time, reopen rates, escalation drivers, and impacted vehicle systems.
- Translate complex data into actionable insights to support leadership, strategic planning, and continuous improvement initiatives.
Performance & Operational Reporting
- Create, maintain, and enhance dashboards and reports covering agent productivity, capacity utilization, case aging, backlog trends, workload distribution, and resolution efficiency.
- Deliver regular performance reporting to Techline leadership, quality teams, and cross‑functional partners to support data‑driven decision‑making.
Root Cause & Trend Identification
- Conduct root‑cause analysis on recurring cases and chronic vehicle issues.
- Identify patterns related to vehicle models, campaigns, software updates, and parts revisions.
- Provide data‑supported insights to engineering and quality teams to inform corrective actions.
Data Quality, Governance & Continuous Improvement
- Ensure data accuracy, completeness, and consistent categorization across platforms.
- Identify data gaps and support standardization of metrics and reporting logic.
- Use data to identify workflow inefficiencies and measure the impact of process improvements.
- Exercise discretion in reporting priorities and escalating issues to leadership and knowledgebase teams.
WHAT YOU WILL BRING TO THE ROLE
- Must be a high school graduate
- Bachelor’s degree preferred.
- Five or more years of experience of which at least three years of directly related experience in automotive technology.
- Thorough understanding of automotive technology.
- Proficient with current software.
- Strong writing skills.
- Solid understanding of the educational processes.
- Advanced Excel skills.
- AI process utilization.
- Programming a plus.
- ASE Certifications a plus.
WHAT HYUNDAI CAN OFFER YOU
- Compensation Range: $75,400 - $104,000 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
- Normal office duties.
- Work requires vehicle evaluations, travel to meetings, site visits, and inspections. This requires possession of a valid state driver’s license and good driving record.
- Work requires willingness to work a flexible schedule.