Employee Spotlight: Jordan Mack

Tow Truck Operator

Driving in rush hour traffic is not enjoyable for anyone but the difficulty increases when you are trying to maneuver an 11-ton tow truck around I-270. Jordan Mack, a flatbed Tow Truck operator for AAA Ohio Auto Club (OAC), says that it is not as stressful as it sounds.

Jordan, who has driven a tow truck at OAC for three years, enjoys what he does. According to Jordan, “There is no greater work than service work.” He finds satisfaction while going out and helping members in their time of need.

We’ve all been there, stranded on the side of the road and in need of Emergency Roadside Assistance. Jordan says he understands that feeling, so when he goes out he tries to make every member’s day a little brighter. Most of the time just the sight of the tow truck brings the member relief. Their hero is there to save them, and a lot of them voice their enthusiasm that way as well.

OAC has a staff of 60 fleet operators in Columbus, OH that go out and rescue members on a daily basis. Each call is unique, which requires the operators to be able to think on their feet and be able to problem solve.

There is no such thing as a typical day in the life of a fleet operator. Some calls are easier than others, with multiple variables to take into account; the location of the vehicle is a big one. Is the vehicle in a parking lot, a driveway, along the side of the road, how busy is the road? These and many more play a big part in the difficulty of the call. Jordan says he enjoys the hard calls, the ones that “other operators say, ‘no I can’t get this,’ but I’m like, no I’m going to get this.”

A key part to being a successful Tow Truck Operator is the ability to think outside the box and to have the drive to continue to learn. As vehicle technology advances, so does the knowledge requirements for operators. With so many different makes and models of cars, Fleet Operators need to have a strong mechanical aptitude and always be ready to learn new things. When Chrysler introduced their rotary knob gear selector, it added another level of problem-solving skills required for the position. Since the rotary knob selector is electric, unlike the traditional rod-driven gear shift, when the vehicle has no power, the rotary knob will not engage the transmission into the neutral position that is required for towing. Having to figure out a workaround was something that didn’t slow Jordan down. Jordan said when he comes across something new he reaches for the vehicles owner manual and if need be, he goes to the internet to search for a solution.

Being a fleet operator means that you have to be resourceful and be able to use independent judgement. “You have to be able to hold yourself accountable,” says Jordan because you don’t have someone standing over your shoulder guiding you along the way.

A huge part of accountability is safety. Safety is a priority of OAC and all of their associates. Jordan says, “You need to have eyes in the back of your head,” because when operators are out there with the member they have to not only be concerned about their safety, but also the safety of the member that they are assisting. So many things can go wrong when they are out there that paying attention to our surroundings is a must. “We put safety first – every time,” says Jordan. It’s a dangerous job but the reward of helping people makes it worth it.

We thank Jordan for his continued unmatched customer experiences and success and encourage anyone interested in a Fleet career opportunity with us to apply at: aaa.com/careers

Hannah Mayes is a Recruiter for AAA Ohio Auto Club.

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