Lead Roadside Technician (59970)

About the Role

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 as a technical resource for other staff members, providing guidance and support under management's guidelines.

Responsibilities

• Respond to members’ requests for service:
  • Accept calls and respond to dispatch or members with ETA to destination.
  • Call members to clarify location and potential vehicle issues when appropriate.
  • Locate members and assess the safety of the scene on arrival.
  • Greet members and address their emotional state (e.g., calming angry or anxious members) while handling technical aspects of the situation.
• Provide efficient minor mechanical assistance (if trained and equipped) and towing service:
  • Ask probing questions to diagnose probable causes of breakdowns.
  • Determine the best course of action based on collected information.
  • Perform battery tests and provide battery boosts following safety procedures.
  • Safely tow vehicles using AAA towing manual guidelines or manufacturer’s specifications.
• Maintain AAA’s high standard of service and image:
  • Maintain service vehicle and equipment in safe working order, including conducting safety checks.
  • Follow traffic laws and safety procedures to avoid injury, crashes, and damage.
  • Maintain a professional image (self and vehicle) to positively represent the AAA brand.
  • Follow temporarily repaired vehicles to ensure member safety or transport members to their destination if the vehicle is towed.
  • Operate a laptop computer to record van activity, invoicing, cash and credit receipts, and inventory.
  • Operate any assigned vehicles as requested by management.
• Assume a leadership role among Fleet Technician employees:
  • Learn service demands and proactively identify problems in accordance with management’s guidelines.
  • Train drivers on updated technical and procedural aspects of the fleet.
  • Assess and certify new technicians.
  • Provide input to supervisors for performance evaluations.
  • Cover the office in the absence of supervisors, ensuring beginning and end-of-shift tasks are completed (e.g., pre-trips, tool and equipment inventory, battery inventory).
  • Alert supervisors to vehicle reassignments and assist technicians with technical problem-solving, time and attendance punches, and technical questions.
  • Perform spot checks and report back to supervisors.
  • Promote and stay abreast of current club programs.
  • Spend no more than 25% of regularly scheduled hours in the office.
  • Participate in new technologies, technical, or equipment launches.
  • Assist with opening and closing shifts, including putting away and refilling battery inventory, prepping fleet grounds for closing, and conducting satellite runs to neighboring fleets.
• Promote AAA products and services:
  • Educate members on AAA battery replacement services and refer calls to appropriate technicians.
  • Work with dispatch to get members to their intended destinations (e.g., hotels, airline reservations, rental cars).
• Work independently with minimal face-to-face contact with other team members and adapt to a variety of shifts to cover a 24/7 operation.
• Assist supervisors with staff scheduling, including same-day schedule/truck changes to meet service demands, and scheduling training classes.
• Perform other duties as assigned.

Requirements

• High School diploma or GED required; Associate’s Degree preferred.
• At least 21 years of age.
• 4-6 years of roadside technician or automotive mechanical experience required.
• Currently working as a Level II Technician required.
• One year of post-secondary training in automotive mechanics and familiarity with electrical troubleshooting required.
• Certified to operate and train in all vehicles: Light Service, Battery, Tow, or Flatbed vehicle required.
• Microsoft Office experience preferred.
• Experience communicating updated safety procedures and promoting current programs to staff required.
• Current with all required annual training.
• Active and valid driver’s license issued by only one state or jurisdiction.
• Able to obtain and maintain a minimum of a one-year DOT card pre-hire and as a current employee.
• Satisfactorily pass a motor vehicle record check during pre-hire screening and periodically during employment in accordance with policy.
• Wreck Master Certification preferred.

Benefits

• Career Growth: Ongoing world-class training and proven career paths to develop expertise and advance within AAA Northeast.
• Trusted Legacy: Over 120 years of service excellence, protecting members, employees, and their families.
• Future-Focused: Innovation-driven with new business offerings and a growing digital presence.
• Award-Winning Employer: Named 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) contributions, fully vested and made every pay period.
• Paid Time Off: 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Additional Perks:
  • Free AAA membership.
  • Insurance discounts.
  • Travel commission refund.
  • Up to $625 in wellness incentives.
  • Up to $6,000 in tuition reimbursement.
• Compensation: Competitive base pay, annual bonus opportunities, and additional monthly and/or quarterly incentive compensation for certain roles.

Schedule

Sunday–Thursday, 6:00 AM–2:30 PM.