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Bilingual Field Operations Manager

2 hours ago

Québec, Quebec, 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 240 collision repair centres across Canada.

Summary

The Field Operations Manager (Quebec) is the primary point of contact for CSN Licensees in the Quebec region

and works closely with Field Operations Managers and Field Technical Analysts. The role is focused on

improving licensee growth and performance by aligning with CSN departments to enhance business

operations through effective use of the CSN System, including partnerships with insurers, OEMs, and vendors,

as well as local and digital marketing tools and operational support resources.

In addition to core regional licensee support, the Field Operations Manager provides technical and KPI analysis

to support licensees with insurance partner performance, assisting by identifying shop or repair behaviours

that can be improved through industry best practices, GAA rules, Insurer Guidelines, and CSN System

utilization.

Core Objectives

Licensee Relationship and Regional Management

  • Serve as the primary point of contact for CSN Licensees within the Quebec Region, developing strong relationships and providing ongoing support to ensure operational success.
  • Collaborate with the National Manager of Field Operations and other CSN departments to identify and address Licensee needs and business opportunities.
  • Conduct quarterly meetings (in-person or virtual) with each shop to review performance, provide guidance, and strengthen engagement with the CSN network.
  • Lead discussions focused on:
  • Business growth and overall performance
  • Results within insurance and partner programs
  • Utilization of CSN-approved vendors, marketing initiatives, software tools, and training resources
  • Updates on new and upcoming CSN programs and initiatives
  • Identification and follow-up of key strategic action items with defined timelines

Technical Analysis, Targeted Auditing, and Performance Support

  • Provide expert technical analysis and operational support to CSN Licensees.
  • Apply in-depth knowledge of the automotive repair industry, GAA standards, insurer guidelines, and evolving industry trends to enhance Licensee performance and alignment with market expectations.
  • Conduct targeted estimate audits to evaluate and improve insurance KPI results, repair quality, and shop profitability.
  • Identify performance outliers and provide coaching to support continuous improvement and operational excellence.
  • Develop and assist in executing shop-specific action plans based on audit findings, ensuring measurable
  • progress and accountability.
  • Serve as a subject matter resource on OEM equipment, training requirements, and certification
  • standards (OEM, I-CAR, and third-party programs).

Case Management and Issue Resolution

  • Manage and resolve Licensee concerns and high-priority issues referred by CSN corporate teams, providing timely and effective guidance.
  • Apply industry expertise to support informed decision-making and facilitate fair, strategic resolutions.
  • Escalate complex or unresolved cases to the National Manager of Field Operations as appropriate.
  • Maintain accurate and consistent documentation of all interactions, key details, and outcomes within the CSN Case Management System.

CSN System Utilization and Licensee Training Support

  • Collaborate with management to identify opportunities for Licensees to maximize the value and effectiveness of the CSN System.
  • Partner with internal stakeholders to implement strategies that enhance system utilization and recommend improvements or updates when needed.
  • Support the development and delivery of Licensee training programs, including effective use of CSN's Learning Management System (LMS).
  • Plan and host biannual regional meetings focused on operational improvement, including securing venues, developing training content, and facilitating sessions for small groups of shop staff

Reporting and Accountability

  • Prepare, maintain, and update monthly and quarterly reports as directed by the National Manager of Field Operations, ensuring accuracy and timely delivery.

The ideal candidate will demonstrate the following personal characteristics:

  • Leadership Ability: Strong leadership skills with the ability to adapt to change
  • Communication style: Tactful, clear and empathetic communicator
  • Oral Communication: Clear communication skills in both French and English
  • Analytical skills: Strong analytical ability and attention to detail, with logical and organized thinking.
  • Team player: Collaborative management of relationships with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions
  • Decision Making: Being able to make decisions independently, while understanding when to solicit another opinion
  • Accountability: Being accountable for their own commitments and deliverables, as well as those of colleagues
  • Organizational skills/Time Management: Strong planning and organizational skills with an ability to
  • meet multiple deadlines simultaneously.
  • Flexible: Able to adapt to change
  • Problem solving: Has a critical thinking approach to problem-solving and is a forward thinker.
  • Demonstrate logical and organized thinking.
  • Demonstrate self-confidence, self-motivation, integrity, and good work ethics
  • Conflict Management: Frames the discussion positively, takes action in resolving conflicts, while minimizing tension.
  • Highly motivated self-starter with an engaging personality

Other Qualifications: Education and Technical skills

The position would be best suited for someone with the following education and experience:

  • Bilingual (French/English)
  • Must reside within the province of Quebec
  • Minimum five years of management experience in the collision repair industry
  • Strong 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 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
  • Must always have a valid driver's license.

Travel requirements

  • In person meeting Travel will be required to meet with shops, attend industry events, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario.
  • Time spent with CSN Licensee is expected to represent 30-40% of the employees' time with days per year some requiring overnights.

Work Environment

  • 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 have access to a personal vehicle (for which a vehicle allowance will be provided to cover use of, maintenance and insurance)

What we offer

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


Career Path

As CSN continues to grow, other career opportunities may become available.

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the

job described, and will evolve as CSN continues to grow.