Automotive Services Field Manager

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Job description

Automotive Services Field Manager

The Automotive Services Field Manager is charged with securing, maintaining, and managing the business relationship 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, smog technicians, 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.

Education

• Bachelor's Degree or equivalent combination of education and experience required.

Skills and Experience

• Minimum 5 years in Automotive Services Management required.

• 10 years' experience in the automotive repair space and possess intimate knowledge of automotive diagnosis, repair quality, cost of repairs.

• ASE Master Certification, L1, and C1 required.

• Knowledge of advanced vehicle systems including Hybrid, EV, and ADAS highly preferred.

• Must be familiar with and use Mitchell1 and All Data estimating and repair software as well as other popular industry applications.

• 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

• Must have strong analytical skills and proficiency in using Tablet, PC/laptop, and mobile operating systems and applications, including Microsoft Office, and Tableau.

The starting pay range for this position is:

$104,400.00 - $139,200.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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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

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

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).

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