The Automotive Services Field Manager is charged with securing, maintaining, and managing the business relationship with a large network of roadside assistance providers (ERS) that provide members with the highest level of automotive services in the industry.
Responsibilities and Job Duties
Communicate with network providers regarding service performance to established thresholds, general contract and business issues, evolving member programs and initiatives requiring their participation, and adoption of best practices. Consult and mentor network owners on efficient business methods to improve their margins and enhance the member experience. Troubleshoot gaps in service quality and member service satisfaction levels and develop action/improvement plans to address deficiencies.
Continually review and monitor that quality roadside assistance and repair services are being delivered to members. Direct activities and staff to ensure counseling and corrective measures are undertaken in response to member service quality issues.
Direct, review, and approve all contract matters submitted by field supervisory/specialist staff. Assure that all contractual matters are transacted in an appropriate, low risk manner consistent with internal policies and procedures. Directly participate in interactions with network providers that involve counseling or investigations leading up to contract termination.
Administer network compensation/fee structure and bi-monthly payments ensuring that Automotive Services budget targets and cost-per-call goals are achieved. Effectively negotiate ERS service provider rates. Direct staff to closely review and audit ERS provider payments to detect leakage or fraud. Continually examine and implement through various means strategies and plans to control or reduce escalating contractor payments.
Direct, plan and oversee the development of the Club’s automotive service offerings through network providers throughout the service territory ensuring ubiquitous penetration to meet member demands. Direct activities to locate and attract top towing/repair companies.
Review and audit effective member complaint resolution/service recovery handled by direct reports. Ensure case handling meets the Club’s service philosophy and AAA Quality Standards. Personally intervene in or handle elevated or complex cases that require management attention. Take corrective action with network contractors and Club employees resulting from member service quality issues.
Manage operations and direct staff in the development, implementation, and communication of programs and services. Ensure staff and network providers are compliant with policies and procedures and members are receiving the highest level of specialized services offered.
Develop and maintain liaison relationship with external contacts including law enforcement, towing associations, state agencies (BAR, ARB etc.), civic leaders, strategic partners (ASE, ASC), AAA National, and other AAA affiliate Clubs.
Hire, train and manage personnel assigned to the office section. Provide appropriate daily guidance to staff in the performance of their job responsibilities; conduct regular meetings to review office, department and corporate goals and objectives; coach, evaluate, and counsel employee performance. Create an operating environment conducive to ethical conduct, legal compliance, high employee satisfaction, employee development/growth and retention. Also responsible for preparation and management of section operating budget.
Education
4-yr. College Degree or an equivalent combination of education and work experience required.
Experience
5+ years demonstrated Emergency Road Services, repair, or related automotive management experience required.
Experience managing large external vendor relationships, including management of work teams desired.
Knowledge / Skills / Abilities
Demonstrated knowledge of the towing, repair industry and mechanical aptitude preferred.
Prior experience developing recommendations and proposals, as well as successful negotiations and complaint resolution required.
Professional verbal and written communication skills required, including presentation skills.
Prior experience in the preparation and analyses of financial reports, development of cost-benefit models and understanding of financial spreadsheets and profit and loss statements required.
General management, organizational and time management skills required.
Special
Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile liability insurance required.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer