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Automotive Collision Field Operations Manager

3 months ago

Cornwall Ontario KC, Stormont, Dundas and Glengarry, Canada CSN Collision Full time

About CSN Collision
CSN Collision safely repairs more than 200,000 vehicles a year, helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 230 collision repair centres across Canada.

Summary:

Bilingual in English and French is a must

The Field Operations Manager – Ottawa is the primary point of contact for CSN Licensees within their designated region. The position reports directly to the FOM-Team Lead and will work with other FOMs and FTAs in Eastern Canada. The FOM will help licensees grow and perform by working with other departments within CSN to help licensees improve their business operations by leveraging the CSN System, which includes:

  1. Partnerships with insurers, OEMs, and vendors
  2. Local and digital marketing tools
  3. Operational support tools
Primary Objectives of the Field Operations Manager:
  1. Primary point of contact for CSN Licensees in the Eastern Ontario & Quebec Region.
  2. Understand store needs and work with the FOM-Team Lead or other departments within CSN when necessary to ensure that these needs are met.
  3. Meet with each store on a quarterly basis to ensure that the store is getting the most out of the CSN System. Specific meeting topics include:
    1. Overall business growth and performance
    2. Performance on insurance programs
    3. Utilization of vendors, marketing programs, software, training, and other components of the CSN System
    4. New and upcoming CSN initiatives
    5. Review of outstanding issues and/or new issues, including non-urgent issues
    6. Identification of one or two strategic action items and expected timing
  4. Lead virtual and in-person regional meetings, to occur up to three times per year, and assist with the CSN annual conference.
  5. Work with the FOM-Team Lead to identify strategies to help licensees get the most out of the CSN System.
  6. Work with other teams at CSN to execute identified strategies and/or suggest additions or changes to the CSN System.
  7. Resolve store concerns and high urgency issues originating from CSN corporate teams, providing clear direction in a timely manner.
  8. Escalate complex case management issues to the FOM-Team Lead when necessary and assist the FTA with case management and file auditing when necessary.
  9. Build and support licensee training, including developing content and recording micro trainings.
  10. Report progress and activity to the FOM-Team Lead monthly, providing summaries on the following topics:
    1. Cases and action items more than 30 days old
    2. Challenges engaging with stores
    3. KPI performance vs. targets
Requirements Qualifications:

Education and Technical skills:
Must be bilingual (French/English)
Minimum 5 years of management experience in the collision repair industry
Understanding of the GAA rules and application, within the province of Quebec
Post-secondary or Trade School education with a focus in business or field related to the collision repair industry seen as an asset.
Minimum 3 years’ estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
Minimum 3 years’ experience with OEM procedural lookup as it applies to estimating
Must always have a valid driver’s license.

Travel requirements:

Travel will be required to meet with stores, attend industry events, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario. In-person meetings with CSN Licensees are expected to represent 40%-50% of the employee's time, with 20-30 days per year requiring overnight stays. The successful candidate will be required to work out of their home office and have access to a personal vehicle (for which a vehicle allowance will be provided to cover use, maintenance, and insurance).

Work Environment:

The environment for this role is fast-paced and complex, involving urgent timelines, multiple competing priorities, and managing numerous stakeholders.

Benefits:
  • Competitive salary and bonus program
  • Competitive benefits package
  • The ability to grow, develop, and manage your career path
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