Automotive Services Field Manager

AAA • Portland, ME

3d

About The Position

Automotive Services Field Manager The Automotive Services Field Manager is charged with securing, maintaining, and managing business relationships with a large network of Approved Auto Repair (AAR) facilities that provide members with the highest level of automotive repair and maintenance service in the industry. As a Field Manager in the Approved Auto Repair (AAR) department you will be responsible for ensuring the achievement of organization objectives and strategies, adhering to the standards of the AAR program, and maintaining and growing the network of facilities. Job Duties Review and monitor that quality 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. Hire, train, and lead a diverse team of automotive field specialists and administrative personnel across multiple markets on the use of club equipment, systems and procedures. Direct, review, and approve all contract matters submitted by field staff. Assure that all contractual matters are transacted in a manner consistent with internal policies and procedures. Assure new and existing AAR facilities understand the value and benefits of the program and implement initiatives to promote and sustain network loyalty. Direct activities to locate and attract quality repair facilities in order to maintain and grow the AAR program. Conduct field audits of applicants, contracted, and terminated AAR facilities to ensure compliance with program policies and procedures, as well as intervention when appropriate for member complaint resolution. Ensure staff and AAR facilities are compliant with policies and procedures and members are receiving the highest level of specialized services offered. Audit the performance, work completed, and documents submitted by the field and admin staff to ensure compliance with program policies and procedures. Coach, evaluate, and counsel employee performance, fostering an environment of ethical conduct, legal compliance, high employee satisfaction, and retention. Collaborate with the various other departments within the organization to ensure ongoing development of the AAR program and ensure AAR facilities are consistently performing to standard Prepare and manage the section operating budgets. Responsible for preparation and analysis of reports, making presentations, and participating on special committees and projects.

Requirements

• Bachelor’s Degree or equivalent combination of education and experience.
• Minimum 5 years of Management experience required.
• Experience managing and developing strategic, large external vendor relationships or applicable B2B Account Management required.
• Strong leadership and mentoring skills.
• Excellent written and verbal communication skills, and experience developing recommendations, proposals and presentations.
• Prior experience in successful negotiations and complex complaint resolution including investigation, negotiation, mediation and arbitration processes
• Experience in automotive repair with knowledge of automotive diagnosis, repair quality, cost of repairs.
• Must have strong analytical skills and proficiency in using Tablet, PC/laptop, and mobile operating systems and applications, including Microsoft Office, and Tableau.

Nice To Haves

• ASE Certifications, Advanced Vehicle Systems, EV, Hybrid and ADAS preferred.
• Experience using Mitchell1 and All Data estimating and repair software as well as other popular industry applications.

Responsibilities

• Review and monitor that quality 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.
• Hire, train, and lead a diverse team of automotive field specialists and administrative personnel across multiple markets on the use of club equipment, systems and procedures.
• Direct, review, and approve all contract matters submitted by field staff.
• Assure that all contractual matters are transacted in a manner consistent with internal policies and procedures.
• Assure new and existing AAR facilities understand the value and benefits of the program and implement initiatives to promote and sustain network loyalty.
• Direct activities to locate and attract quality repair facilities in order to maintain and grow the AAR program.
• Conduct field audits of applicants, contracted, and terminated AAR facilities to ensure compliance with program policies and procedures, as well as intervention when appropriate for member complaint resolution.
• Ensure staff and AAR facilities are compliant with policies and procedures and members are receiving the highest level of specialized services offered.
• Audit the performance, work completed, and documents submitted by the field and admin staff to ensure compliance with program policies and procedures.
• Coach, evaluate, and counsel employee performance, fostering an environment of ethical conduct, legal compliance, high employee satisfaction, and retention.
• Collaborate with the various other departments within the organization to ensure ongoing development of the AAR program and ensure AAR facilities are consistently performing to standard
• Prepare and manage the section operating budgets.
• Responsible for preparation and analysis of reports, making presentations, and participating on special committees and projects.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees