Automotive Services Field Supervisor

Automotive Services Field Supervisor If you are seeking employment within a dynamic organization characterized by sustained growth, unwavering stability, and a renowned brand synonymous with trust, the Automobile Club of Southern California presents an exceptional opportunity. A successful Automotive Services Field Supervisor is a key member of the Contract Station Relations (CSR) team and helps ensure the consistent delivery of roadside assistance to AAA members by providing field support, operational oversight, and performance management to Independent Contract Stations within Emergency Roadside Service (ERS).

The current assignment supports the Chino market, one of the organization’s largest and most geographically diverse service territories. The market includes high-volume metropolitan operations as well as rural and remote service areas extending from Mammoth and the High Desert to eastern California and the Arizona border. The position requires the ability to effectively manage varying contractor business models, service demands, geographic challenges, and operational needs across a complex territory.

As part of the broader Southern California Contract Station Relations team, Field Supervisor market assignments may evolve based on business and operational needs.

• Ensure consistent delivery of legendary service to all AAA members and customers through our Independent Contract Stations.
• Develop and maintain strong working relationships with Independent Contract Station owners, managers, dispatchers, and technicians to support operational performance and the member experience.
• Provide comprehensive guidance to station owners and staff on performance thresholds, business practices, technician training, service quality, and overall operational performance.
• Maintain and uphold the terms and conditions of contractual agreements between the Auto Club and Independent Contractors.
• Research, analyze, and interpret station and market performance data to identify trends, performance gaps, and opportunities for improvement.
• Collaborate with providers to identify root causes and develop and implement targeted improvement strategies.
• Monitor key operational performance measures, including Service Quality, response times, call acceptance and completion, battery performance, technician performance, and other established ERS metrics.
• Meet and review performance with Independent Contract Stations throughout the assigned territory through consistent station visits and field engagement.
• Inspect and evaluate station locations, verifying that facilities, vehicles, equipment, and technician appearance comply with Club standards.
• Perform mystery shopping, technician ride-along’s, and field observations to identify coaching opportunities and enhance the member experience.
• Investigate, document, and resolve member and customer service issues as required.
• Monitor station coverage, capacity, and technician deployment to ensure response-time requirements are achieved, and adequate service is available throughout the assigned territory.
• Evaluate call volume, provider capacity, technician staging, geographic coverage, and service demand to identify opportunities to improve operational efficiency and member response.
• Manage provider performance and service delivery across a geographically diverse territory, balancing the needs of high-volume metropolitan contractors with rural and remote providers where distance, coverage, capacity, and contractor viability may require different operational strategies.
• Prepare formal business proposals and recommendations regarding operational changes, provider coverage, call-volume assignments, and other Contract Station initiatives.
• Collaborate with fellow Contract Station Relations team members, dispatch departments, and other internal business partners to ensure effective service delivery and resolve coverage, operational, and area concerns as needed.
• Support Independent Contract Stations with the implementation and adoption of new technology, training, programs, and operational processes designed to improve efficiency, service delivery, and the member experience.
• Promote a culture of safety, accountability, collaboration, continuous improvement, and member-first service throughout the Independent Contract Station network.

• 4-year college degree or equivalent combination of education and work experience required.
• 5 years of demonstrated vendor management, operational, field, and/or…