Automotive Collision Repair Technical Expert

2 weeks ago

Fredericton, New Brunswick, Canada CSN Collision Full time
About CSN Collision

CSN Collision is a leading provider of collision repair services, with a strong presence in Canada. Our team of experts is dedicated to delivering high-quality repairs and exceptional customer service.

Key Responsibilities:

  • As a Field Technical Analyst, you will be responsible for providing technical support and analysis to our field operations team in Eastern Canada.
  • You will work closely with our National Field Technical Manager and other stakeholders to identify opportunities for improvement and implement strategies to enhance our collision repair services.
  • Key objectives of the role include:
    • Providing technical analysis and repair-related information to support our field operations team.
    • Using industry knowledge to assist our team in ensuring industry needs are met and supporting other departments within CSN when necessary.
  • Case Management:
    • Resolve high-urgency issues and store concerns originating from CSN corporate teams or field operations managers.
    • Using industry knowledge to guide decision-making and negotiating resolution.
    • Escalate complex case management issues to the National Field Technical Manager when necessary and assist field operations managers 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 National Field Technical Manager to support our licensees with insurance KPI performance and profitability.
    • Proactively identify outliers for coaching to the National Field Technical Manager and field operations managers to assist with improvement plans.
    • Upon completion of audits, in partnership with field operations managers, assist in development of store action plans, implement, and monitor progress as required.
  • Shop Operations (CSN System):
    • Work with the National Field Technical Manager to identify opportunities to help our 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 National Field Technical Manager 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 occurrences to the National Field Technical Manager 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 National Field Technical Manager.
  • Requirements:
    • Minimum of 4-5 years' experience and in-depth understanding of the collision repair industry and/or insurance claims process and auditing is required.
    • Must be Bilingual - French & English.
    • Minimum 3-5 years' estimating experience on both Canadian industry estimating systems (Audatex & Mitchell).
    • Minimum 3-5 years' experience with OEM procedural lookup as it applies to estimating.
    • Ongoing I-Car or other OEM industry technical training/certification is an asset.
    • Actively involved or willing to participate in the Collision Industry and related associations such as, CCIF, ICAR etc.
  • 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.
    • The successful candidate will be required to work out of their home office and requires access to a personal vehicle.
    • Demonstrate the ability of good judgment, 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, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario.
    • Travel and overnight stay may be required, when deemed necessary.
  • 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 minimal 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.
  • Benefits:
    • Competitive salary and bonus program.
    • Comprehensive benefits package.
    • Company laptop.
    • The ability to grow, develop, and manage your career path.

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