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The Roadside Service Instructor is responsible for delivering Emergency Roadside Service (ERS) training and development programs for Independent Contract Station (ICS) service providers and their employees. This role provides comprehensive instruction on roadside assistance operations, towing and recovery procedures, battery service programs, dispatch technologies, lockout techniques, and AAA member service standards. The instructor serves as a subject matter expert, ensuring service providers are equipped to deliver safe, efficient, and exceptional member experiences.
Responsibilities
Facilitate classroom, virtual, and field-based training programs for ICS personnel on ERS policies, procedures, regulations, and service standards.
Deliver hands-on instruction covering towing operations, battery services, lockout techniques, dispatch systems, and roadside assistance best practices.
Conduct engaging presentations, workshops, and coaching sessions to support employee development and operational excellence.
Travel overnight on a scheduled basis to support training initiatives across assigned territories.
Provide technical guidance and support in the review and resolution of member complaint cases.
Partner with ERS leadership and operational teams to identify training needs, performance gaps, and coaching opportunities.
Monitor training effectiveness and recommend continuous improvement strategies.
Maintain accurate training records and prepare daily activity logs, weekly summaries, and monthly reports.
Qualifications
Bachelor's degree or an equivalent combination of education and relevant work experience required.
Minimum of three (3) years of training, coaching, or instructional experience within the automotive service, towing, roadside assistance, or related industry preferred.
Strong verbal and written communication skills with the ability to effectively present information to diverse audiences.
Demonstrated ability to build relationships, influence others, and deliver engaging training experiences.
Proficient in facilitating both in-person and virtual learning environments.
Valid driver's license with an acceptable driving record required.
Preferred Skills
Knowledge of roadside assistance, towing operations, automotive service procedures, and service provider management.
Experience utilizing dispatch technology and roadside service applications.
Strong organizational skills with the ability to manage multiple priorities and travel independently.
This role is ideal for an experienced trainer who is passionate about developing others, improving operational performance, and ensuring exceptional service delivery for AAA members
Remarkable benefits:
ā¢Ā Ā Ā Health coverage for medical, dental, vision
ā¢Ā Ā Ā 401(K) saving plans with company match AND PensionĀ Ā Ā Ā
ā¢Ā Ā Ā Tuition assistance
ā¢Ā Ā Ā Floating holidays and PTO for community volunteer programs
ā¢Ā Ā Ā Paid parental leave
ā¢Ā Ā Ā Wellness programs
ā¢Ā Ā Ā Employee discounts (membership, insurance,
travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity ā we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.ā
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify
