Automotive Services Field Supervisor

AAA • Southaven, MS

7d

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 in sound business and financial practices, as well as Club philosophies, policies, and procedures. Successful field management supports a stable service delivery network that provides roadside assistance to AAA members and other customers.

The supervisor oversees independent contract stations in an assigned field office territory, supports station performance and coverage, administers contractual agreements, and helps resolve member and provider concerns. The role uses independent judgment to mediate disputes and make decisions intended to minimize the Club’s legal exposure, including decisions related to station volume, complaints, and contract extensions or termination. Local travel by car throughout the assigned territory is required to meet with contractors or members.

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 with 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

• Guide and motivate 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 as 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 coverage needs, review new station applications, develop proposals, and implement contract terms to ensure station coverage availability.
• Prepare proposals to expand or reduce station call volumes, oversee call-volume redistribution, and evaluate performance results.
• Network with Receiving and Dispatch management and staff about dispatch procedures and resolution of member and provider concerns.
• Attend ERS-related meetings and seminars and serve on ERS committees as necessary.
• Mediate or resolve disputes between AAA members and contracted service providers.
• Make decisions concerning station volume, complaint handling and justification, and extension or termination of existing contracts to minimize the Club’s legal exposure.
• Involve the CSR Field Manager or other ERS staff in rare cases when needed to resolve an issue.
• Travel locally by car throughout the assigned territory to meet with contractors or members.

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