Job Details

About:

CSN Collision safely repairs more than 200,000 vehicles a year helping consumers 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 centers across the United States, Canada and Italy

Summary:

The Field Technical Analyst is a point of contact for operational, technical & key performance data (KPI) analysis for the CSN Field Operations Team within the United States. The position is on a team lead by the Director, Field Operations and works with the Field Operations Managers (FOM) and other Field Technical Analysts (FTAs) in supporting the performance of the CSN network. The FTA will support and collaborate with various CSN departments to enhance licensee business operations by identifying and improving shop repair, estimating and business practices leveraging the CSN System.

Primary objectives of the role:

• Using in depth knowledge of the automotive industry and trend analysis to assist CSN licensees grow and perform, while supporting other departments within CSN when necessary
• Be a resource for the CSN licensees and CSN corporate team for technical analysis and repair related information

Case management

• Support the resolution of high urgency issues, partner and store concerns
• Using industry knowledge to guide decision making and negotiating resolution for cases between all parties, which could include CSN Licensees, Insurance Partners, Original Equipment Manufacturers (OEM's), the vehicle owner and others.
• Escalate complex case management issues to the Director, Field Operations 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 to support CSN licensees with identifying opportunities to improve profitability, communications, accuracy, performance within insurance programs and Key Performance Indicator (KPI) management systems.
• Through the analysis of Licensee data and Insurance performance reporting, proactively identify outliers and underperformers for coaching opportunities
• 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):

• 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 Certification (equipment and training) requirements, as it relates to support the CSN Licensees in acquiring certification status
• Assist with new shop onboarding as required
• Participate in building shop training with Field Operations leadership, the North American Operations team and Training & Development team.

Reporting

• Report progress and activity to the Director, Field Operations 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 for the purpose of training and enhancing the CSN system
• Review weekly dashboard push reports and identify licensees for potential auditing

Requirements

Core competencies

• Having clear and effective oral and written communication skills
• 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 Microsoft Dynamics, 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.
• Minimum 3-5 years' estimating experience in CCC, Mitchell or Audatex
• 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, Collision Industry Conference (CIC), I-CAR training, 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.
• Travel and overnight stay may be required, when deemed necessary

Benefits

• Competitive salary and bonus program
• Comprehensive benefits package
• Personal Time Off (PTO)
• 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.