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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
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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
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Report progress and activity to the GM – EC monthly, providing summaries on the following topics:
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 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 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
- Ongoing I-Car or other OEM industry technical training/certification (EV Vehicle, structural materials, ADAS, vehicle technology)Understanding of the GAA rules and application, within the province of Quebec
- 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
- 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
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 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.
