<span>Automotive Services Field Supervisor</span>

$76,400 - $101,900/Yr

Unclassified - Chino, CA

Full-time - Mid Level

Chino, CA

10,001+ employees

About the position

The Automotive Services Field Supervisor at The Automobile Club of Southern California is responsible for ensuring the consistent delivery of roadside assistance services to AAA members and customers. This role involves providing field support to independent contractors, maintaining contractual agreements, and analyzing performance data to identify improvement opportunities. The supervisor will also engage in regular station visits, coach technicians, and resolve service issues, all while promoting legendary service standards.

Responsibilities

• Ensure consistent delivery of legendary service to all AAA members and customers through 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.

Requirements

• 4-year College Degree or equivalent combination of education and work experience required.
• 5-year demonstrated sales and/or vendor management experience required, including management of work teams.
• Prior experience developing recommendations and proposals, as well as successful negotiations and complaint resolution required.
• Professional verbal and written communication skills required, including excellent presentation skills.
• Demonstrated proficiency in Outlook, Word, Excel, PowerPoint, required.
• 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.

Nice-to-haves

• 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.

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