Automotive Services Field Manager

The Automotive Service Field Manager is charged with securing, maintaining, and managing the business relationship with a large network of roadside assistance providers (ERS) and approved repair facilities (AAR) that provide members with the highest level of automotive services in the industry. Responsibilities include recruitment, oversight of network performance to Club standards, expert business consultation services, taking appropriate contract action for breach, and assuring timely and effective resolution of member complaints. Position ensures achievement of organization objectives and strategies, and that AAA Quality Standards are met and exceeded. Manager oversees administration of ERS service provider compensation and incentive plans and AAR fee structure. Position implements and manages new or evolving programs and strategic business plans. Position assists in development of and communication of value-add business propositions and programs for network providers to strengthen the business relationship, improve member services and reduce organizational expense.

Responsibilities:

• Communicate with network providers (ERS/AAR) 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.
• Administer network recognition, benefit and incentive programs. Participate in making awards, scheduling recognition events, and communicating achievements throughout the regional network community
• Meet AAR Program revenue targets by ensuring new and continuing participating facilities understand the value of the program and that initiatives and activities are implemented on an ongoing basis to sustain network loyalty.
• 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.
• 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.
  
  

Supervisory Responsibilities:

Position has full managerial responsibility for up to 10 employees, including CSR Supervisor, AAR Specialist, Member Relations Representatives, and administrative staff. In addition, position has functional managerial responsibility over up to 240 ERS/AAR companies which involve dealing with facility principals (owners, corporate officers).

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