Service Officer - Rotorua

AA New Zealand; Rotorua; On-site; NZD 50,000 - 70,000; Full time

Benefits offered by this job

Free AA Membership for you and your wh

Job summary

AA New Zealand is seeking a Service Officer for Rotorua, delivering trusted roadside assistance to Members. You will diagnose vehicle issues, provide safe, effective solutions, and manage jobs from dispatch to completion.

Ideal candidates hold a Level 4 Automotive Trade Qualification, have strong diagnostic skills, and a clean NZ Driver Licence. You'll operate tablets and in-vehicle tech to complete jobs and process payments, while promoting AA products and maintaining a professional image.

Qualifications

• Level 4 Automotive Trade Qualification or equivalent required.
• Strong diagnostic skills with quick assessment ability.
• Excellent communication to explain faults, next steps and options clearly.
• Commitment to customer service and brand representation.
• Clean, full NZ Driver Licence and safe driving record.
• Ability to operate tablets and in-vehicle technology to complete jobs and process payments.

Responsibilities

• Provide expert roadside assistance to AA Members, diagnosing vehicle issues and delivering effective, safe solutions.
• Respond to jobs dispatched by our Contact Centre and Dispatch teams, managing your workload efficiently while meeting service standards and KPIs.
• Communicate clearly with Members, explaining faults, next steps, and options available to them.
• Process payments accurately using AA systems and technology.
• Identify opportunities to promote and refer AA products and partner services that meet customer needs.
• Maintain a professional image, including vehicle presentation, uniform standards, and customer interactions.
• Take responsibility for the care, cleanliness, and readiness of your service vehicle, tools, and equipment.
• Work safely at all times, following AA health and safety procedures.
• Contribute positively to a collaborative team environment, supporting colleagues and sharing feedback.

Skills

Diagnostic skills

Communication skills

Customer service

Problem solving

Safe driving practices

Vehicle maintenance knowledge

Professional presentation

Education

Level 4 Automotive Trade Qualification

Tools

In-vehicle technology

Tablets

Basic computer systems

Job description

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years the AA have been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands. From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than a million Members.

And now, we’re building the organisation of the future - more connected, modern, and purpose-driven. We are a business in transformation, with opportunities to work cross-functionally, grow new skills, and make a meaningful impact. We’re investing in our people, platforms, and ways of working to stay ahead of what our Members and customers need.

What You'll Be Doing | Mō te Tūranga

As a Service Officer, you’ll be the face of the AA on the roadside, delivering trusted, professional assistance when our Members need it most. This is a hands-on role where no two days are the same, and your expertise makes a genuine difference to people’s journeys.

In This Role, You Will

• Provide expert roadside assistance to AA Members, diagnosing vehicle issues and delivering effective, safe solutions.
• Respond to jobs dispatched by our Contact Centre and Dispatch teams, managing your workload efficiently while meeting service standards and KPIs.
• Communicate clearly and confidently with Members, explaining faults, next steps, and options available to them.
• Process payments accurately using AA systems and technology to ensure Members can access services seamlessly.
• Identify opportunities to promote and refer AA products and partner services that genuinely meet customer needs.
• Maintain a professional image at all times, including vehicle presentation, uniform standards, and customer interactions.
• Take responsibility for the care, cleanliness, and readiness of your service vehicle, tools, and equipment.
• Work safely at all times, following AA health and safety procedures to protect yourself, your colleagues, and the public.
• Contribute positively to a collaborative team environment, supporting colleagues and sharing feedback to continuously improve service delivery.

This Rotorua-based role will see you working independently from your vehicle across a rotating roster, providing essential support to Members seven days a week.

About You | Mōu

You’re a confident, customer-focused automotive professional who thrives on problem-solving and helping people in moments of need. You take pride in your trade skills, work well under pressure, and bring a calm, professional approach to every situation.

To Succeed In This Role, You’ll Bring

• A Level 4 Automotive Trade Qualification (or equivalent) and solid, recent experience in the automotive industry.
• Strong diagnostic skills, with the ability to quickly assess issues and determine practical roadside solutions.
• A clean, full New Zealand Driver Licence and a strong commitment to safe driving practices.
• Confidence using basic computer systems, tablets, and in-vehicle technology to complete jobs and process payments.
• Excellent communication skills, with the ability to put customers at ease and explain technical information clearly.
• A genuine commitment to customer service and the ability to represent the AA brand with professionalism and integrity.
• Flexibility to work a rotating roster across a seven-day week, including public holidays.

If you enjoy autonomy, value teamwork, and want to be part of a well-respected organisation that supports both its Members and its people, this is a great opportunity to take the next step in your automotive career.

What We Offer | Ngā āhuatanga kei a mātou

• Free AA Membership for you and your whānau
• A day off for your birthday
• Training available / career development
• Discounted insurance

Here, we offer a lot more than roadside assistance. We’re constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don’t meet all the requirements, please still get in touch. We’d love to korero to see if you might be a great fit for the role.