Roadside Assistance Tech - Flatbed
Company: AAA Northeast
Posted on: May 3, 2021
The Roadside Service Tech Flatbed is responsible for providing safe
and best in class roadside solutions for AAA members while ensuring
positive member experiences in a tow vehicle or flatbed vehicle.
Flatbed Technicians are responsible for responding to member
requests for service within a given ETA (estimated time of
arrival). They ensure member safety and vehicle security, educate
members on possible issues, provide jump starts, replace flat
tires, present vehicle entries and other related services. Provides
minor mechanical assistance (if trained and equipped) in attempt to
get members vehicle on-the-go instead of tow. If not successful,
then tow disabled vehicles to repair facilities or other member
requested destinations; promote AAA products and services; ensure
complete resolution of member issues. Flatbed Technicians achieve
club performance standards for go rates and membership
Responds to Members request for service:
Accepts calls and responds to Dispatch or members with ETA to
Locates members and greets members to take 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
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.
Provides efficient minor mechanical assistance (if trained and
equipped) and towing service:
Asks probing questions to help diagnose probable causes of
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.
Provides battery boost as appropriate; follows all safety
If towing is required, safely tows vehicles established Club
policies and procedures, along with AAA towing manual guidelines or
manufacturers 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.
Follows 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 properly
portray 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).
Operates in vehicle MDC computer to receive and update information
Collects 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.
Promotes AAA products and services:
Educates members on AAA battery replacement service and refers call
to appropriate technician.
Promotes other AAA products and services.
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.
Takes special care to prevent damage and injury in locating ideal
securing points, understanding and responding to changing vehicle
dynamics with something in tow.
Working under pressure, in busy circumstances, with various traffic
conditions, weather conditions
Other duties may be assigned.
High School diploma or GED required
Active and valid drivers license issued by only one state or
Able to obtain and maintain a minimum of one-year DOT card pre-hire
and as a current employee required
Satisfactorily pass a motor vehicle record check during pre-hire
screening and periodically during employment in accordance with
At least 21 years of age
Post-secondary training in automotive mechanics and familiarity of
electrical troubleshooting is preferred
Skills & Abilities:
Ability to read maps and utilize navigation resources, including
but not limited, to GPS.
Ability to operate a variety of automotive diagnostic equipment,
interpret results and perform roadside repairs upon completion of
Ability to safely operate Electrical and Mechanical equipment/tools
(including but not limited to): multi-meter, air tank, jumper
cables, lock-out tools, floor jack, air compressor, MDC computer,
tire inflator, wheel lock, funnel, gas can, air impact gun, tire
mallet, hand tools, lug wrenches and two-way radio.
Ability to listen to, understand, and communicate with others by
telephone, in written form, electronically, or in person.
Encourage, build, and maintain mutual trust, respect, and
cooperation with others.
Ability to proactively and consistently close sales and generate
referral opportunities by assessing customer needs, cross selling
and up selling products and services.
Ability to apply sound judgement to produce appropriate outcomes to
a variety of situations. Including high volume and challenging
Ability to maintain confidentiality.
Ability to read and follow work rules, safety practices, and work
AAA Northeast is driven by the diverse talents, skills, passions
and expertise of our team. Were continuously expanding and
redefining our innovative products and services to create the best
experiences for our members. As we continue to grow, our mission
remains the same: helping and serving is a way of life. Its why
weve earned the trust of millions, and why AAA Northeast has
remained a resilient and reliable brand for over a century.
Keywords: AAA Northeast, Union , Roadside Assistance Tech - Flatbed, Other , Union, New Jersey
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