Customer Support Specialist
Practice EHR
Field Operations Manager – Automotive Collision
CSN Collision Centres
full-time
Posted on:
Origin: • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Primary point of contact for CSN Licensees in the Ontario region
- Understand store needs and work with the FOM-Team Lead, or other departments within CSN when necessary, to ensure that these needs are met.
- Meet with each store on a quarterly basis to ensure that the store is getting the most out of the CSN System; specific meeting topics include: Overall business growth and performance; Performance on insurance programs; Utilization of vendors, marketing programs, software, training, and other components of the CSN System; New and upcoming CSN initiatives; Review of outstanding issues and / or new issues, including non-urgent issues.; Identification of one or two strategic action items and expected timing
- Lead virtual and in person regional meetings, to occur up to three times per year and assist with CSN annual conference.
- Work with the FOM-Team Lead to identify strategies to help licensees get the most out of the CSN System.
- Work with other teams at CSN to execute identified strategies, and / or suggest additions, changes to the CSN System.
- Resolve store concerns, and high urgency issues originating from CSN corporate teams, providing clear direction in a timely manner.
- Escalate complex case management issues to the FOM-Team Lead when necessary and assist the FTA with case management and file auditing when necessary.
- Build and support licensee training
- Develop content and record micro trainings
- Report progress and activity to the FOM-Team Lead monthly, providing summaries on the following topics: Cases and action items more than 30 days old; Challenges engaging with stores.; KPI performance vs. targets
Requirements
- Minimum 5 years of management experience in the collision repair industry
- Post-secondary or Trade School education with a focus in business or field related to the collision repair industry seen as an asset.
- Minimum 3 years’ estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
- Minimum 3 years’ experience with OEM procedural lookup as it applies to estimating
- Must always have a valid driver’s license.
- While this role is remote, travel will be required to meet with stores in Ontario, attend industry events, attend training meetings. Can be based in and around Vaughan.
- In person meeting with CSN Licensee are expected to represent 40%-50% of the employees time with 20 – 30 days per year requiring overnights.
- 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)
