Roadside Problem Solver Technician



505 Duke Road, Suite 500
Where to Apply
Buffalo & Rochester Region
100 International Drive
Amherst, NY 14221
Fax: (716) 633-4439
Download an Application
Email AAA Western NY
Job Summary
ERS Fleet is currently accepting applications for Roadside Assistance Drivers in the Greater Buffalo Area!

  • Provides safe and best-in-class minor auto repair solutions that get AAA/CAA members back on the road.
  • Responds to AAA/CAA member requests for service within a promised time of arrival.
  • Calls members to clarify location and the potential vehicle issue when appropriate.
  • Locates members and assesses the safety of the scene upon arrival to ensure that the vehicle is in a safe location to provide service so as not to endanger the member, their traveling companions, the motoring public, or themselves.
  • Greets members, and takes action as necessary to deal with their emotional state, in addition to handling the technical aspects of the situation.
  • Makes preliminary determinations on the best course of action based on all information collected about the situation.
  • Performs tire service/change, lockout service, fuel service, etc., as necessary and follows all safety procedures.
  • Performs battery test and provides battery boost as appropriate, and follows all safety procedures.
  • Replaces battery when appropriate, following all stipulated safety procedures, and collects payment from member.
  • Provides other minor repairs (e.g., battery cable, fuse or relay replacement, ignition/starter), when appropriate, to make the vehicle drivable.
  • Provides more advanced, permanent repairs (e.g., alternators, electrical sensors, hoses, belts), when appropriate, to make the vehicle drivable.
  • Calls Dispatcher for towing service if repairs are not possible.
  • Maintains service vehicle and equipment in good safe working order.
  • Maintains inventory of tools and products to ensure all service calls can be completed.
  • 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).
  • Participates in the resolution of member complaints related to Roadside Solutions.
  • Promotes other AAA/CAA business lines such as Insurance, Travel, and Credit Card Programs.
  • Works with Dispatch to get members to their intended destinations (e.g., hotel, airline reservations, rental car).
  • Frequently manages situations where service must be expedited as quickly as possible to reduce the waiting time for other members.
  • Repeatedly deals with people who are in troubled situations (i.e., vehicle breakdown or won’t start), and who are often distraught, anxious, fearful, angry, etc. and being able to show a caring, positive attitude to keep the situation under control.
  • Interacts with customers all day, every day.
  • Works independently having little face-to-face contact with other employees on the service team, but being highly dependent on others (especially dispatch) for information, instructions, work flow, etc.
  • Receives location information and uses maps and knowledge of local area to find vehicle and/or member.
  • Drives light service vehicle; having to contend with heavy traffic, hazardous road conditions, accidents, etc.
  • Works outside with all types of inclement weather (“the worse the weather, the busier you are”).
  • Exhibits excellent customer service skills in each new situation, in spite of what may have been many preceding situations which were negative.
  • Has little control or discretion on the volume of incoming work or when tasks are completed, and has to remain “on task” and available for work for long periods of time.
  • Is accountable for selling (e.g., battery replacement service) and making referrals to other AAA/CAA products/services.
  • Exhibits a high degree of professionalism at all times (e.g., wearing a uniform, presenting a neat appearance to customers, cleaning vehicle, being friendly and upbeat with customers).

  • H.S. diploma or GED/equivalent
  • Valid Driver's License with clean driving and criminal record
  • Automotive diagnostic and repair experience
  • Basic knowledge of tools of the trade
  • Customer service skills and experience
  • Post-employment completion of RPST Level 1 training
  • Contingent upon passing a Non-DOT 5 panel drug screen
  • Available to work a variety of shifts in order to cover needed time frames
  • Excellent Customer relations and interpersonal skills
  • Strong communications, decision making, and problem solving skills
  • Good team player
  • Adapts quickly and is flexible in adjusting approaches to meet changing requirements across different situations; has a predisposition for quickly acquiring and assimilating knowledge and skills
  • Computer and technical skills
  • Promotion and sales skills
  • Strives for excellence; accepts high goals and works hard to meet them
Full Time

The AAA Way

Demonstrating expertise, passion, and accountability in our work by continuously pursuing growth and learning