Field Technical Analyst, Eastern

6 months ago

Toronto, Canada CSN Collision Centres Full time

**About CSN Collision Centres**

CSN Collision Centres 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 220+ collision repair centres across Canada.

We're currently looking for a Field Technical Analyst to join our team. The Field Technical Analyst is a point of contact for technical & KPI analysis for CSN Field Operations Team within Eastern Canada. The position reports directly to the National Field Technical Manager (NFTM) and will work with other Field Operations Manager (FOM) and other Field Technical Analysts (FTAs). The FTA will assist the NFTM with other departments within CSN to help licensees improve their business operations by identifying shop or repair behavior that can be improved by leveraging the CSN System.

**Primary objectives of the role**:

- Be a point of contact for for technical analysis and repair related information for the NFTM & FOM Team Leads
- Using in depth knowledge of the automotive industry and trends to assist the NFTM, FOMs, and CSN licensees to ensure industry needs are met, while supporting other departments within CSN when necessary

**Case management**
- Resolve high urgency issues and store concerns, originating from CSN corporate teams or FOMs
- Using industry knowledge to guide decision making and negotiating resolution
- Escalate complex case management issues to the NFTM when necessary and assist FOMs with technical case management
- Present and mediate findings either in person or virtually regarding complex issues to all parties involved during case resolution

**Target auditing**:

- Conduct targeted estimate auditing as requested by the NFTM to support CSN licensees with insurance KPI performance & profitability.
- Proactively identify outliners for coaching to NFTM & FOMs, to assist with improvement plans
- Upon completion of audits, in partnership with the FOMs assist in development of store action plans, implement and monitor progress as required.

**Shop operations (CSN system)**:

- Work with the NFTM to identify opportunities to help licensees leverage the CSN System
- Work with other stakeholders within CSN to execute strategies, and when necessary, propose changes/updates to the CSN System
- Understand OEM equipment and training requirements, as it relates to OEM or 3rd party certifications
- Assist with new shop onboarding as required
- Participate in building shop training.

**Reporting**
- Report progress and activity to the NFTM monthly, providing summaries on the following topics:

- Case Management and action items more than 30 days old
- Challenges with store(s) engagement
- KPI performance vs targets, and auditing results
- Provide analysis and feedback regarding common occurrence to the NFTM for the purpose of training and enhancing the CSN system
- Review weekly dashboard push reports and identify licensees for potential auditing and report findings to the NFTM

**Requirements**:
**Core competencies**
- Having clear and effective oral and written communication skills in both English and French is an asset.
- Organization and time management skills
- Strong interpersonal skills, being a team player and collaborator with a high degree of diplomacy
- Strong problem-solving skills with the ability to make mutually beneficial decisions
- Proficient analytical ability and attention to detail, with logical and organized thinking
- Respectful mediation skills
- A self-starter who can work independently, with mínimal supervision
- Willingness to pursue continuous education and stay abreast of the latest industry trends
- Knowledge of Salesforce, or experience with industry CRM systems, is an asset

**Education and qualifications**
- Minimum of 5 years' experience and in-depth understanding of the collision repair industry and/or Insurance claims process and auditing
- Red-Seal license or equivalent
- Minimum 5 years' estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
- Minimum 5 years' experience with OEM procedural lookup as it applies to estimating
- Actively involved or willing to participate in the Collision Industry and related associations such as, CCIF, ICAR etc.
- Minimum of 5 years' experience with data analytics is an asset is an asset.

**Work environment and other requirements**
- The environment for this role is fast paced and complex, involving urgent timelines, multiple competing priorities and managing numerous stakeholders
- Demonstrate the ability of good judgement, and to understand when to solicit feedback and council from others
- Intermediate working knowledge of Microsoft Office Suite
- MUST have a valid driver's license in good standing, which must be maintained throughout employment tenure

**Travel requirements**
- Travel will be required to meet with stores, attend industry events, att

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