• Gathers information/documentation to assist management in determination of eligibility for Roadside Assistance (R/A) contract and Approved Auto Repair (AAR) participation.

• Working closely with Roadside Assistance Internal Operations, evaluates facility performance and performs regular visits to each facility to ensure compliance with AAA standards, investigate and resolve member complaints, inspect the facility and equipment to ensure compliance with AAA Mid-Atlantic standards promoting the benefits of their relationship with AAA. Completes visit/inspection reports as required, and provides up-to-date facility information for the D/2000 Dispatch System and other system(s) that may be used.

• Develop, monitor, counsel and provide automotive technical support to automotive repair facilities participating in the AAA Approved and Roadside Assistance programs to foster the most efficient operation of the programs. Responsible for meeting or exceeding product sales goals in the assigned territory including battery sales and other products or services as may be defined by Management.

• Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship.

• Provides direction, training, and counseling to contract facility personnel on AAA policies and procedures, AAA programs and customer service techniques. Provide opportunities for development by previewing and suggesting internal and external training and seminars and providing a means of calculating training ROI. Ensure contract station service vehicle operators are in compliance with required training courses.

• Periodically review and explain financial information with facilities and provide an overall assessment of opportunities to improve customer service, profitability or use of presence on AAA provided web site(s).

• Works closely with the Member Relations Department to investigate and make decisions to resolve member complaints, within established departmental standards, including, but not limited to, service delays, service driver demeanor, service charges, mechanical repairs and vehicle damage. May inspect vehicles in cases where members allege mechanical damage, improper repair or other complaints relating to R/A or AAR service facilities.

• Utilizes most current recruitment tools and processes to recruit Roadside Assistance and Approved Auto Repair facilities to ensure each assigned territory is adequately serviced to respond to members' service requests in order to meet/exceed AAA Quality Standards. Handle or assist in the on-boarding of successful R/A & AAR candidates after management approval.

Minimum Qualifications:

• Completion of a Bachelor's Degree or equivalent and 4 years' experience in an account or vendor management, business consultant, or business ownership role.

• Strong background in complaint handling and arbitration techniques.

• Strong analytical and writing skills to prepare management reports and develop recommendations. Strong decision making, planning and problem solving skills.

• Valid driver's license and good driving record. Own a presentable vehicle in good repair and maintain insurance required by law and by club.

• Ability to drive long distances; up to 10 hours per day. Ability to lift/carry up to 50 pounds. Ability to inspect the undercarriage of a vehicle.

• Ability to work overtime, holidays, and/or weekends as necessitated by business and/or weather conditions.

Keywords: Territory Manager, Auto Parts, Contractor Manager, Automotive Manager, Vendor Management, Vendor Relations, Account Manager

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

Job Category:
Automotive