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Automotive Services Field Manager
1 month ago
We are seeking a skilled Automotive Services Field Supervisor to join our team. The successful candidate will oversee the delivery of roadside assistance services, ensuring consistent and legendary service to AAA members and customers.
About the RoleThis role requires strong leadership and communication skills, as well as the ability to analyze performance data and implement improvement strategies. The Automotive Services Field Supervisor will work closely with independent contractors, providing guidance and support to ensure exceptional service delivery.
Responsibilities:- Ensure consistent delivery of legendary service to all AAA members and customers through our Independent Contract Stations.
- Provide comprehensive guidance to station owners and staff on performance thresholds, business practices, driver training, and overall operational performance.
- Maintain and uphold the terms and conditions of contractual agreements between the Auto Club and the Independent Contractor.
- Research and analyze stations' performance data sets to identify opportunities for improvement, collaborate with providers to identify & implement improvement strategies.
- Meet and review performance with independent providers within field territory through consistent station visits.
- Inspect and evaluate station locations, verifying that facilities, equipment, and drivers' appearance comply with Club Standards.
- Perform mystery shopping and technician ride-alongs to coach technicians and enhance member service.
- Investigate, document, and resolve member and customer service issues as required.
- Monitor station coverage to ensure response time requirements are achieved.
- Prepare formal business proposals to provide recommendations on operational changes to contract stations.
- Collaborate with dispatch departments to ensure delivery of service to members and resolve area disputes, as needed.
To be successful in this role, you will need:
- A 4-year College Degree or equivalent combination of education and work experience.
- 5-year demonstrated sales and/or vendor management experience, including management of work teams.
- Prior experience developing recommendations and proposals, as well as successful negotiations and complaint resolution.
- Professional verbal and written communication skills, including excellent presentation skills.
- Demonstrated proficiency in Outlook, Word, Excel, PowerPoint, required. Additionally, Experience with Sales Force and Tableau is preferred.
- Prior experience in the preparation and analysis of financial reports, development of cost-benefit models and understanding of financial spreadsheets and profit and loss statements preferred.
The estimated annual salary range for this position is $76,400 - $101,900, depending on qualifications and experience. You will also be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance. We offer an array of benefits, including health coverage for medical, dental, vision, 401(K) saving plan with company match, pension, tuition assistance, PTO for community volunteer programs, wellness program, and employee discounts.
The Automobile Club of Southern California is an equal opportunity employer. All qualified applicants will be considered in a manner consistent with the requirements of applicable federal, state, and local laws.