Bilingual Field Technical Analyst

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

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

Education and qualifications

• Minimum of 4-5 years’ experience and in-depth understanding of the collision repair industry and/or Insurance claims process and auditing is required.
• Bilingual - French & English would be an asset.
• 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 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

• 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 may become available.

Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the CSN.

CSN is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment regardless of age, race, colour, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We strive to cultivate an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to growing our corporate team in a way that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.