Automotive Services Field Supervisor

AAA • Southaven, MS

8d

About The Position

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

The role oversees independent contract stations within an assigned field office territory, supporting service-provider performance, business practices, driver training and conduct, and operational needs. It evaluates station performance and facilities, administers contractual agreements, supports service coverage planning, and investigates and resolves customer and provider concerns. The position uses independent judgment to mediate disputes and make decisions intended to minimize the Club’s legal exposure, including decisions involving station call volumes, complaints, and contract extensions or terminations.

The position requires local car travel throughout the assigned territory to meet with contractors or members, listed as 50%.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 4–6 years of contract station relations experience.
• Professional verbal and written communication skills, including excellent presentation skills.
• General management, organizational, and time-management skills.
• Proficiency in Microsoft Office products, including Outlook, Word, Excel, Access, PowerPoint, Project, and Visio.
• Valid driver’s license, acceptable Department of Motor Vehicles record, and minimum liability insurance issued by the state.

Nice To Haves

• Demonstrated knowledge of the towing industry and mechanical aptitude.

Responsibilities

• Coordinate and guide service providers on performance thresholds, business practices, driver training and conduct, and other operational issues.
• Communicate Club policies, procedures, and performance requirements to stations and administer contractual agreements.
• Supervise independent contract stations in the assigned territory through regular and frequent visits.
• Evaluate station performance, offer contract renewals and extensions, and implement special action plans when appropriate.
• Inspect station locations and verify that facilities, equipment, and driver appearance comply with Club policies.
• Assist the CSR Field Manager with service-provider assessments and recommend corrective measures where appropriate.
• Investigate, document, and resolve member and customer service issues.
• Assess service coverage needs, review new station applications, develop proposals, and implement contract terms to ensure consistent station coverage.
• Prepare proposals to expand or reduce station call volumes, oversee call-volume redistribution, and evaluate results.
• Network with Receiving and Dispatch management and staff regarding dispatch procedures and the resolution of member and provider concerns.
• Attend and participate in ERS meetings and seminars, and serve on ERS committees as necessary.
• Mediate or resolve disputes between AAA members and contracted service providers, using independent judgment and discretion.
• Manage station volume, complaint handling and justification, and contract extensions or terminations to minimize the Club’s legal exposure.

Benefits

• Health coverage for medical, dental, and vision.
• 401(k) savings plan with company match and pension.
• Tuition assistance.
• Floating holidays and PTO for community volunteer programs.
• Paid parental leave.
• Wellness programs.
• Employee discounts on membership, insurance, travel, entertainment, services, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level