Automotive Service Specialist

This position manages an assigned territory across all states to identify, develop and maintain strategic relationships with automotive repair business partners for the Approved Auto Repair (AAR) program. The position examines Club approved facilities for compliance with Club Standards and Criteria, contractual obligations and expectations. In addition, the position processes the necessary documents related to inspection of said facilities in compliance with all applicable Club policies and procedures. This position demonstrates leadership in coordinating with owners, managers, service and technical staff of AAR facilities on implementation of policies and procedures that ensure high quality, as well as accurate and complete diagnosis and repair of members’ vehicles in compliance with AAA Automotive Quality Standards.

Perform and analyze bimonthly and annual inspections of AAR facilities in all states to ensure Club Standards and Criteria are followed. Meet with facility owners, managers and service personnel on proper repair procedures and documentation requirements when dealing with Club members. As a business consultant, develop and supervise AAR network daily, expanding network into areas currently not meeting AAA national guidelines as referenced in Automotive Quality Standard 8. Utilize daily, weekly, and monthly management reports to monitor compliance of the network. Assists management with collecting past due annual fees owed by AAR facilities.

Research complex issues between members and AAR facilities regarding accuracy of diagnosis, repair quality, cost of repairs and authorization issues related to the repair of the members’ vehicles. Identify and direct the appropriate course of action to resolve any potential service quality failures; including supervising any additional repairs made by the AAR facilities.

Launch all new “value added benefits” programs and maintain existing programs in their assigned territories. Maintain comprehensive knowledge of all program benefits, and assist facilities with implementation and utilization of programs on a continual basis. Provide training and ongoing support of the AAR portal.

Collaborate with facility management regarding marketing and cobranding of facilities, including proper use of the AAR logo in facility advertisements and promotions, on business cards and invoices, etc. to ensure compliance with Club standards and maximize exposure of facility to members.

Provide consultation services to Club members, approved facilities and other Club departments, including Diagnostic Services, Claims, ERS, Special Events, Motorsports, Fleet, Vehicle Purchasing and Pricing, and branch personnel.

Monitor member/customer satisfaction by responding to negative Quality Assurance Cards (QAC). Perform Annual Customer Survey. Formally notify, track, and resolve all outstanding compliance issues with facility.

Examine applicant facilities to determine if Club and AAR standards are met. Discuss AAR program Standards and Criteria with facility owners and managers. Recommend approval or dismissal of facility to the AAR Review Committee. Consult with and train appropriate facility personnel to guarantee success in, and compliance with, the Club’s AAR program.

Coordinate and conduct community car-care fairs and vehicle maintenance classes. Promote all Member Relationship Management (MRM) initiatives necessary to enhance the member experience relating to the AAR Program.

Perform other duties and responsibilities as assigned or required.

EDUCATION
4-yr. College degree or equivalent work experience preferred.

EXPERIENCE
Minimum 7 years comprehensive, hands-on experience in the automobile repair industry, including the diagnosis and repair of automobiles, customer relations, shop management and dispute resolution strongly preferred.
Automotive Service Excellence (ASE) “Master Automobile Technician” Certification required.
"L1 Advanced Engine Performance" Certification preferred.
Must have a comprehensive understanding of modern automotive technology, theory and principles.

KNOWLEDGE/SKILLS/ABILITIES
Valid driver’s license and an acceptable driving record required.
Must have moderate proficiency in using modern desktop computer operating systems and applications, including Microsoft Office (Outlook, Word, and Excel).
Advanced communication skills required, both written and oral.

SPECIAL
Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile liability insurance required.
Willingness and ability to work non-standard business hours, such as nights, weekends and holidays, on an as-needed basis is required.

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

AAA Northern New England is part of 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