Lead Roadside Technician (56536)

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Description

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At AAA Northeast, as we continue to grow, our mission remains the same : helping and serving is a way of life. It's why we've earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Assist the supervisors in day-to-day activities of Fleet Technicians. Provides safe and best in class roadside service solutions for AAA members and ensures positive Member experiences in a Light Service, Battery, Tow or Flatbed vehicle as assigned by management. Act and seen as a technical resource for other staff members providing guidance and support under management's guidelines.

What You Will Do

• Responds to Member's request for service : Accepts calls and responds to Dispatch or members with ETA to destination; calls members to clarify location and the potential vehicle issue when appropriate. Locates members and assesses the safety of the scene on arrival to ensure that the vehicle is in a safe location to provide service so as not to endanger the member or their traveling companions. Greets members and takes action, as necessary, to deal with their emotional state (e.g. calming down someone who is angry, providing reassurance and advice to someone who is fearful or anxious), in addition to handling the technical aspects of the situation.
• Provides efficient minor mechanical assistance (if trained and equipped) and towing service : asks probing questions to help diagnose probable causes of breakdowns; makes a preliminary determination of the best course of action based on all information collected about the situation; asks for assistance if unsure about a certain situation; performs battery test if call information or diagnosis indicates a battery related problem; provides battery boost as appropriate; follows all safety procedures; if towing is required, safely tows vehicles using AAA towing manual guidelines or manufacturer's specifications, as appropriate.
• Maintains AAA high standard of service and image : maintains service vehicle and equipment in good safe working order (conduct safety checks); maintains inventory of tools and products to ensure all service calls can be completed; follows all traffic and motor vehicle laws as well as safety procedures to avoid injury, crash and damage; maintains a professional image (self and vehicle) to positively represent the AAA brand; follows temporarily repaired vehicles to ensure member safety or transports members to their destination if vehicle is to be towed (subject to Club policies and procedures); is aware of process and proper escalation procedures relating to member complaints, accidents, damages and incident reports; operates laptop computer to record van activity, invoicing, cash and credit receipts and inventory; operates any assigned vehicles requested by management.
• Assumes a leadership role among the Fleet Technician employees : learns service demands, proactively identifying problems in accordance with Management's guidelines; trains drivers on updated technical and procedural aspects of Fleet; assesses and certifies new Techs; provides input to supervisors, for the writing of performance evaluations; covers the office in the absence of Supervisors; in the absence of a supervisor, ensures beginning and end of shift's tasks are completed including pre-trips, tool and equipment inventory, battery inventory, gas cards and jump packs; alerts appropriate supervisor to vehicle reassignments; assists Techs with technical problem solving and time / attendance; performs spot checks and reports back to supervisor; promotes and keeps abreast of current Club programs; participates in opening / closing shifts; puts away battery inventory and refills battery inventory on trucks; prepares fleet grounds for closing; conducts satellite runs to neighboring Fleets.
• Promotes AAA products and services : Educates members on AAA battery replacement service and refers calls to the appropriate technician; works with Dispatch to get Members to their intended destinations (e.g., hotel, airline reservations, rental car).
• Ability to work independently with little face-to-face contact with other members of the service team : Must be flexible and adapt to work a variety of shifts to cover a 24 / 7 operation.
• Assist the supervisors with staff scheduling, including same day schedule / truck changes to meet service demands : Make adjustments for service demands by location and call type; assist with opening and closing shifts; assist with scheduling training classes.
• Other duties as assigned.

Qualifications

Education

Experience

Licenses and Certifications

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran's status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.

Experience Certified Technician up to $150,000 yearly.

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