AAA Auto Club Enterprises · 8 hours ago
Automotive Service Specialist
Merrimack, NH
Full-time
Onsite
Senior Level
7+ years expAAA Auto Club Enterprises is the largest federation of AAA clubs in the nation, employing 14,000 people across 21 states. The Automotive Service Specialist will manage relationships with automotive repair business partners, ensuring compliance with AAA standards and providing consultation services to members and facilities.
Insurance
Responsibilities
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
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
Qualification
Required
Automotive Service Excellence (ASE) 'Master Automobile Technician' Certification required
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
Preferred
4-yr. College degree or equivalent work experience preferred
'L1 Advanced Engine Performance' Certification preferred
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
Benefits
Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)
Company
AAA Auto Club Enterprises
AAA is a federation of fully taxpaying, not-for-profit motor clubs in the U.S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Simpson
Senior Vice President and Chief Information & Technology Officer
Suzanne Wisdom
Senior Vice President & Chief Marketing Officer
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