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 400+ collision repair Centres across three countries.
Summary
The Field Technical Analyst is a point of contact for technical & KPI analysis for CSN Field Operations Team within Quebec & Eastern Canada. The position reports directly to the National Field Technical Manager (NFTM) and will work with other Field Operations Managers (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
Be a point of contact for technical analysis and repair related information
Using in depth knowledge of the automotive industry and trends to assist CSN licensees to ensure industry needs are met.
Case Management:
Resolve high urgency issues and store concerns
Using industry knowledge to guide decision making and negotiating resolution
Escalate complex case management issues to management when necessary
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 to support CSN licensees with insurance KPI performance & profitability.
Proactively identify outliners for coaching and assist with improvement plans
Upon completion of audits, assist in development of store action plans, implement and monitor progress as required.
Shop Operations (CSN System):
Work with management 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 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 for the purpose of training and enhancing the CSN system
Education and Qualifications
Minimum of 5 years’ experience and in-depth understanding of the collision repair industry
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)
Proficient in GAA rules and application, within the province of Quebec
Must have a valid Driver’s license and in good standing
Work Environment and 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
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.
What We Offer
Competitive salary and bonus program
Benefits package
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.
