Automotive Services Field Supervisor

AAA - American Automobile Association; Coppell (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player seeks a dynamic Automotive Services Field Supervisor to enhance service delivery through effective management of Emergency Road Service providers. This role involves coaching, mentoring, and ensuring operational excellence, fostering relationships with service providers, and addressing customer concerns. Ideal candidates will possess strong communication skills, management experience, and a solid understanding of the towing industry. Join a diverse team dedicated to delivering legendary service and enjoy remarkable benefits, including health coverage, retirement plans, and tuition assistance.

Benefits

Health Coverage

401(K) with Company Match

Tuition Assistance

PTO for Community Volunteer Programs

Wellness Program

Employee Discounts

Qualifications

• 4-year degree or equivalent experience required.
• 3-5 years of ERS or related management experience needed.

Responsibilities

• Supervise independent contract stations and ensure compliance with policies.
• Investigate and resolve member and customer service issues.

Skills

Verbal Communication

Written Communication

Negotiation

Time Management

Organizational Skills

Problem Resolution

Education

4-Year College Degree

Tools

Microsoft Office

Job description

Automotive Services Field Supervisor

This position provides field management to contracted Emergency Road Service (ERS) providers through the employment of relationship building techniques and the effective communication, coaching, tutoring and mentoring of sound business and financial practices, as well as Club philosophies, policies and procedures. Successful field management ensures a stable service delivery network providing “Totally Satisfied” roadside assistance to AAA members and other customers.

Job Duties:

• Coordinate and provide guidance and motivation to service providers on matters relating to the attainment of performance thresholds, business practices, driver training and conduct, and all other operational issues that may arise.

• Supervise activities of independent contract stations within assigned field office territory through regular and frequent station visitations.

• Inspect and evaluate station locations, verifying that facilities, equipment, and drivers’ appearance comply with Club policies.

• Investigate, document, and resolve member and customer service issues as required.

• Ensure consistent availability of station coverage via ongoing assessment of coverage needs, review of new station.

• Prepare proposals recommending expansion or reduction of station call volumes as needed.

• Network with Receiving and Dispatch management and staff on matters relating to dispatch procedures and resolution of member and provider concerns.

Qualifications:

• 4-yr. College Degree or an equivalent combination of education and work experience required.

• 3-5 years demonstrated ERS, CSR, or related sales management experience required.

• Experience managing large external vendor relationships, including management of work teams, desired.

• Demonstrated knowledge of the towing 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 excellent 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.

• Proficiency in Microsoft Office software products, including Outlook, Word, Excel, Access, PowerPoint, Project and Visio required.

• 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!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"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