Collision Repair Field Specialist

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 Collision Repair Field Specialist 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 collision 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

A Day in the Life of a Field Technical Analyst (FTA)
At CSN Collision, FTAs ensure vehicles are repaired accurately, efficiently, and to top industry standards. They act as a bridge between repair shops, insurers, and CSN leadership. Their role blends technical knowledge, problem-solving, and communication to help CSN licensees succeed.

Morning: Estimate Reviews and Case Work
FTAs begin their day reviewing emails, ongoing projects, and prepping for meetings. They audit repair estimates for accuracy, compliance with OEM and insurer standards, and provide coaching based on findings. FTAs also review repair disputes or customer concerns, offering neutral, evidence-based recommendations to resolve issues.

Midday: Shop Support and Coaching
Midday is focused on shop support—reviewing audits, improving estimating accuracy, and hosting training sessions. FTAs help shops improve touch time, cycle time, and workflow efficiency. They also analyze performance metrics and build action plans with shop leaders to improve key results.

Afternoon: Collaboration and Projects
Afternoons involve working with Field Operations Managers on support strategies and program rollouts. FTAs help shops implement tools, meet OEM standards, and adapt to insurer requirements. They also handle urgent issues, contribute to network projects, and stay current on repair technologies.

End of Day: Documentation and Planning
FTAs close their day by updating case notes, audit logs, and tracking project progress. They review their schedules and prepare for upcoming shop visits or training. This ensures continuity, accountability, and proactive support across the network.

A Role Built on Impact
The FTA role is dynamic, hands-on, and central to CSN’s mission of quality repairs. FTAs combine technical expertise with coaching and collaboration. Every day, they help shops improve performance, build trust, and deliver exceptional results.

Requirements

Education and Qualifications

• Minimum of 3 to 5 years’ experience and in-depth understanding of the collision repair industry
• Minimum 3 to 5 years’ estimating experience on both Canadian industry estimating systems (Audatex & Mitchell)
• Minimum 3 to 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
• Must be bilingual in French and English.

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.

Benefits

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.