Lead Roadside Technician (59970)

Job DetailsJob Location: Peabody, MA 01960Position Type: Full TimeSalary Range: $31.00 - $38.15 HourlyJob Shift: 1st ShiftJob Category: Technicians/MechanicsShift - Sunday-Thursday 6AM-2:30PM 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. Follow 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 lap-top 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 any updated technical and procedural aspects of Fleet. Assesses and certifies new Techs. Provides input to supervisors, for the writing of performance only evaluation. 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. Alert appropriate supervisor to any vehicle reassignments. Assist Techs with technical problem solving. Assist Techs with time and attendance punches and technical questions. Performs spot checks, reporting back to supervisor. Promotes and is keeps abreast of current Club programs. In the office no more than 25% of regularly scheduled hours. Participates in any new technologies, technical or equipment launch. Assist with opening and closing shifts. Participates in any new technologies, technical or equipment launch. Put away battery inventory. Refill battery inventory on trucks and scan battery transfers Prep fleet grounds for closing Conducts Satellite runs to neighboring Fleets. Promotes AAA products and services: Educates members on AAA battery replacement service and refers call to 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. QualificationsWhat You Will Need High School or GED required and Associate's Degree preferred At least 21 years of age required and 4-6 years Roadside Technician or Automotive Mechanical Experience required and Currently working as a Level II Technician required and One year post-secondary training in automotive mechanics and familiarity of electrical troubleshooting required and Certified to operate all and train in all vehicles Light Service, Battery, Tow or Flatbed vehicle required and Microsoft office experience preferred and Experience communicating updated safety procedures and promote current programs to staff required and Current with all required annual training required Active and valid driver’s license issued by only one state or jurisdiction Required and Able to obtain and maintain a minimum of one-year DOT card pre-hire and as a current employee Required and Satisfactorily pass a motor vehicle record check during pre-hire screening and periodically during employment in accordance with policy Required and Wreck Master Certification Preferred Why AAA Northeast Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast. Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families. Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success. What We Offer Award-Winning: We’ve been named as a Top Employer for the last 7 years Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options. Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more! Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location. At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located. We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran 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.