TEST_Roadside Technician II

What You Will Do

• Accept calls and respond to Dispatch or members with an ETA to the destination. Call members to clarify location and the potential vehicle issue when appropriate.
• Locate members and assess the safety of the scene on arrival to ensure the vehicle is in a safe location to provide service, so as not to endanger the member or their traveling companions.
• Greet members and take action, as necessary, to deal with their emotional state (e.g., calming someone who is angry, or providing reassurance and advice to someone who is fearful or anxious), in addition to handling the technical aspects of the situation.

• Ask probing questions to help diagnose probable causes of breakdowns.
• Make a preliminary determination of the best course of action based on all information collected about the situation.
• Ask for assistance if unsure about a certain situation.
• Perform a battery test if call information or diagnosis indicates a battery-related problem.
• Provide a battery boost as appropriate, following all safety procedures.
• If towing is required, safely tow vehicles using AAA towing manual guidelines or manufacturer’s specifications, as appropriate.

• Maintain the service vehicle and equipment in good, safe working order (conduct safety checks), and maintain an 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, crashes, and damage.
• Maintain a professional image (self and vehicle) to properly portray the AAA brand.
• Follow temporarily repaired vehicles to ensure member safety, or transport members to their destination if the vehicle is to be towed (subject to Club policies and procedures).
• Operate a laptop computer to record van activity, invoicing, cash and credit receipts, and inventory.
• Inspect and maintain the appearance and general mechanical condition of the assigned vehicle. Restock sold batteries, test new stock to ensure battery condition, and dispose of obsolete batteries following hazardous waste disposal procedures. Inventory all electronic testing equipment.
• Perform battery testing on members’ vehicles using specialized battery testing equipment. If necessary, perform maintenance on battery terminals and determine whether the battery needs boosting or replacement.
• Provide a battery boost as appropriate and perform proper maintenance on battery terminals, using hazardous materials training and following all safety procedures.
• If towing is required, call for a tow.
• Operate the in-vehicle MDC computer to receive and update information regarding calls.
• Collect Club revenue through cash and credit cards accurately based on services rendered.
• Safeguard confidential information and follow proper guidelines on paperwork according to Club policies.
• Operate any assigned vehicles requested by management.
• Provide training and mentoring to other employees.

• Educate members on AAA battery replacement service and refer the call to the appropriate technician.
• Promote other AAA products and services.
• Work with Dispatch to get members to their intended destinations (e.g., hotel, airline reservations, rental car).
• Provide technical assistance and support to other RSTs, including difficult or more complex work.
• Train new and current employees on new policies and technologies.

• Ability to work independently with little face-to-face contact with other members of the service team.
• Flexibility to adapt to a variety of shifts to cover a 24/7 operation.
• Take special care to prevent damage and injury when locating ideal securing points, and understand and respond to changing vehicle dynamics with something in tow.
• Capable of working under pressure, in busy circumstances, with various traffic and weather conditions, and reacting to instructions quickly and willingly.
• Flexible and willing to work extended hours and at various fleet locations based on business needs.
• Other duties may be assigned.

• 1-3 years of roadside technician or automotive mechanical experience (required)
• At least 21 years of age (required)
• 1-3 years of post-secondary training in automotive mechanics and familiarity with electrical troubleshooting (preferred)
• Successful completion of the AAA Technician Training program (required)
• Active and valid driver’s license issued by only one state or jurisdiction (required)
• DOT card, both pre-hire and as a current employee (required)
• Satisfactory motor vehicle record check during pre-hire screening and periodically during employment (required)

• 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.

• Award-Winning: 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 $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.