Emergency Road Side Service (Tow Truck) Team Lead

AAA (the American Automobile Association, Inc.) is a federation of affiliated automobile clubs. Each AAA club is an independent, not-for-profit organization, chartered and incorporated in its own state and controlled by its own Board of Directors.

Act in the capacity of a team lead, including training and development of staff, coordinating work, and administrative duties. Driving and operating of the full range of service vehicles (tow trucks, battery service vehicles and/or light service vehicles), operating towing equipment and battery service equipment for AAA members and for commercial purposes. Performing effective diagnostics/troubleshooting on vehicles. Providing an outstanding customer service experience. Utilized as a Trainer/Mentor for new hires/ERS Specialist.

• Responsible for oversight of shop operations to include inspecting/maintaining of company vehicles/equipment for safe and efficient operation, battery inventory processes, administrative duties/reports and coordination of scheduling/dispatching
• Coaching and development of employees, to include training, performance management and the corrective action process
• Driving and operating the full range of service vehicles (i.e. loading/towing vehicles, flat tire changes, lock-out, fuel delivery services, etc.) for increased
• Productivity gains and contribution to business results, to include knowledge sharing/coaching/training of peers; utilizing on-board computer, radio communications and mapping systems
• On-scene time interacting with customer/establishing rapport, building relationships, trust and problem solving
• Managing and maintenance of damages tracking system and coordination of resolution for customer complaints
• Education and training. I.E.: AAA Compliance Training, RPST,TSAAC, Lock-out, PSP, Battery Service Training

• Knowledge/Skills/Abilities
  • Ability to drive a manual/automatic shift vehicle
  • Ability to act in the role of a leader, to include coaching, mentoring and training
  • Superior customer service skills and the ability to interact with a wide-range of people
  • Proficient automotive knowledge
  • Proven computer knowledge and familiarity with Microsoft Office Suite
  • Proven math skills and analytical ability
  • Ability to communicate effectively, including proficiency with delivering presentations and conducting meetings
  • Bilingual communication skills (preferred)
• Education & Experience / Licenses & Certification
  • High School Diploma or GED equivalent
  • 8+ years Experience operating a motor vehicle with a valid driver's license
  • Vocational technical automotive training/certification or equivalent experience (preferred)
  • ASE (Automotive Service Excellence) certification (preferred)