Automotive Field Representative I

AAA Mountain West Group; Manteca (CA); On-site; USD 76,000 - 93,000; Full time

Benefits offered by this job

401k Matching

Medical Insurance

Dental Insurance

Vision Insurance

Wellness Program

Paid Holidays

Paid Time Off

Volunteer Time Off

AAA Membership

AAA Product Discounts

Tuition Reimbursement

Job summary

AAA Mountain West Group seeks a regional operations leader to oversee 50 contract stations and 300 technicians across multiple states. You will drive quality assurance, regulatory compliance, and effective communications with contractors and AAA leaders while ensuring excellent service delivery to members.

The role requires 2–4 years in regional management or consulting, a bachelor’s degree or equivalent, and a valid driver’s license; travel and field presence are expected.

Qualifications

• Bachelor's degree in a related area or equivalent combination of education and experience.
• 2 to 4 years’ regional management, multi-site operational or business consulting experience.
• 2 to 4 years’ experience in data analytics, business consulting, automotive industry, 24/7 service industry, B2B relationships, or high-performance customer service delivery.
• Current valid drivers’ license in state of residence.

Responsibilities

• Oversee regional operations across up to 50 contract stations and 300 technicians.
• Ensure quality assurance of contractor services and compliance with standards and regulatory requirements.
• Develop and implement communication plans for the region and providers.
• Lead data-driven conversations to justify actions and improvements.
• Coach service providers on performance management, incentives, and customer interactions.

Job description

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more! Paid Holidays Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program.

Summary At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Essential Functions

Regional accountability includes up to 50 contract stations, 300 technicians with a combined annual spend of $20,000,000. Responsible for quality assurance of contractor provided services, as well as compliance with contractual obligations, standards and regulatory requirements, including required training for drivers and battery technicians. Ensures operational standards at or above Club or AAA National Standards. Responsible for resolution of escalated member complaints, compliments and other incidents. Develop and implement communication plans for the assigned region and contract providers. Conduct data-focused conversations, making the case quantitatively and qualitatively. Demonstrate and inform about the most effective ways owners, front-line roadside technicians and other contractor staff can interact with AAA members, using various techniques and tools, but without providing direction to service provider staff that would conflict with our independent contractor relationship. Consult with Service Providers on setting up and running formal Performance Management Systems for front-line roadside technicians, including data-based feedback and qualitative coaching, incentives, and recognition. Demonstrate to Service Providers how to observe and coach front-line roadside technicians on the AAA member interaction. Cross support other AFRs as needed, including coverage for PTO or as otherwise needed for extended absence or between assignment of personnel.

Knowledge/Skills/Abilities

Capability to utilize all business analysis and documentation tools and techniques commonly in use within the enterprise. Extensive customer service experience with customer service orientation, ideally in a “business to business” service industry environment. Excellent presentation and public speaking abilities. Advanced organizational skills, able to work effectively with multiple and competing priorities.

Education & Experience/Licenses & Certification

Bachelor's degree in related area or an equivalent combination of education and experience. 2 to 4 years’ regional management, multi-site operational or business consulting experience. 2 to 4 years’ experience and understanding of one or more of the following: Data Analytics, Business Consulting, Automotive Industry, 24/7 service industry, business to business relationship management, or high performance customer service delivery. Current valid drivers’ license in state of residence.

Work Environment

Works 50% in an office environment (main office, satellite offices or contractor locations) sitting at a desk, table or computer workstation for extended periods of time. May travel by car, plane or other form of transportation to perform duties. Works 50% outdoors at operations sites, incident locations or while accompanying COF or contractor staff when servicing Members. Bending, kneeling and stooping as required for duties. Works in all weather and all traffic conditions as required. Required to respond immediately to any serious incident as primary member of “go team” within 30 minutes of notice.

Compensation

At AAA Mountain West Group, pay is one part of our total package. The figures below represent our good-faith estimate for base salary at the time of this posting. Actual compensation may vary based on several factors, including a candidate’s work location, qualifications, skills, and experience. We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range: Min: $84,630.00 - Mid: $105,787.00.

Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.