Bilingual Field Technical Analyst, Eastern

The Bilingual Field Technical Analyst - Eastern Canada (assisting with Ontario, Quebec, and Atlantic licensees) is a point of contact for technical & KPI analysis for CSN Field Operations Team within Eastern Canada, defined by the General Manager - Eastern Canada (GM - EC). The position reports directly to the GM - EC and will work with other Field Operations Manager (FOM) and other Field Technical Analysts (FTAs) in Eastern Canada. The FTA will assist the GM - EC with other departments within CSN to help licensees improve their business operations by identifying shop or repair behaviour that can be improved by leveraging the CSN System.

**Primary objectives of the role**
- Be a point of contact for technical analysis and repair related information for the GM - EC & FOMs in Eastern Canada
- Using in depth knowledge of the automotive industry and trends to assist the GM - EC, 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 GM - EC 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 insurance auditing as requested by the GM - EC to support CSN licensees with insurance KPI performance
- Proactively identify outliners for coaching to GM - EC & FOMs, to assist with improvement plans
- **Shop operations (CSN system)**
- Work with the GM - EC 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
- Conduct shop training as required
- **Reporting**
- Report progress and activity to the GM - EC 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 (Insurance KPI Performance)
- Provide analysis and feedback regarding common occurrence to the GM - EC 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 GM - EC

**Requirements**:
**Core competencies**
- Have clear and effective oral and written communication skills in both English and French
- 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

**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, 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

**Benefits**
- Competitive salary and bonus program
- Comprehensive benefits package
- Car allowance for use of personal vehicle
- Company laptop
- The ability to grow, develop and manage your career path

**Career Path**
As CSN continues to grow, other career opportunities