Hyundai Motor America
Senior Manager Advanced Diagnostics
As vehicle complexity, technician shortages, digital tools and AI reshape technical support, TAC organizations are rethinking how dealers access the right expertise at the right time. This panel explores the evolution toward a hybrid TAC model, including Ford’s journey from outsourced support to an in-house technical hotline, and examines four critical areas: the changing TAC model, today’s operational challenges, AI in technical assistance, and the operational wins that are shaping what comes next.
Miles Thompson is a corporate technical leader serving as Senior Manager of Advanced Diagnostics at Hyundai Motor America. With a background in automotive technical diagnostics and service lifecycle management, Miles focuses on advancing how vehicle technical issues are identified, analyzed, and resolved across the service and support ecosystem.
His expertise spans advanced automotive diagnostics, technical support, and warranty operations, with a particular interest in balancing digital tools and human expertise to improve diagnostic efficiency and the technician experience. Miles has also represented Hyundai in industry discussions, sharing practical perspectives on the evolving role of technology and technical support in the modern vehicle service environment.
Miles studied at Oklahoma State University Institute of Technology, developing a strong technical foundation that supports his leadership in advanced automotive diagnostics.
