Field Operations Manager

Job description

CSN Collision safely repairs more than 230,000 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 over 240 collision repair locations across Canada and 400 Worldwide.

Summary

The Field Operations Manager – Southwest (FOM – California) is the primary point of contact for all CSN Collision locations within the region. The position reports directly to the Director of Field Operations and will work with other team members in support of the CSN Collision network.  The FOM will work with other departments within CSN Collision and CSN to help CSN Collision stores grow, perform and improve their business operations by leveraging the CSN Collision System, which includes (i) operational support tools, (ii) local and digital marketing tools , (iii) expanding relationships/partnerships with insurers, OEMs and vendors and more.

• Primary point of contact for CSN Collision stores in California with possible support of surrounding states, as assigned, until store count increases to warrant additional staff.

• Understand store needs and work with the Director of Field Operations, or other departments within the organization, when necessary, to ensure that these needs are met.

• Conduct FOCUS Meetings  with each store on a quarterly basis to ensure that the store is getting the most out of the CSN Collision System; specific meeting topics include:

1. Strategic review of overall business performance
2. Performance on programs (eg. Insurance, OEM, etc)
3. Utilization of vendors, marketing programs, software (including Management Systems, Estimating Systems, parts procurement systems), training and other components of the CSN Collision System
4. New and upcoming CSN Collision initiatives
5. Review of outstanding issues and / or new issues, including non-urgent issues.

• Identification of one or two strategic action items and expected timing.
• Lead in hosting in person regional meetings, to occur two times per year;
• Work with the Director of Field Operations to identify strategies to help CSN Collision Locations get the most out of the CSN Collision and CSN System(s).
• Work with other teams at CSN Collision and CSN to execute identified strategies, and / or suggest additions, changes and deletions to the respective System.
• Resolve store concerns, and high urgency issues originating from corporate teams, providing clear direction in a timely manner.
• Escalate complex case management issues to the Director of Field Operations when necessary an1cod assist teammates with case management and file auditing, when necessary.
• Support in building training
• Contribute as a subject matter expert to the Training and Development Team.
• Report progress and activity both directly to the Director of Field Operations as directed, and through the organizations CRM System, providing summaries on the following topics:
• FOCUS meeting details
• Cases and action items, specifically those more than 30 days old
• Challenges engaging with stores.
• KPI performance vs. targets
• Tactical plan execution and results

Work Experience, Education and Qualifications

• Minimum five years of management experience in the collision repair industry
• Post-secondary education in a business or field related to the collision repair industry.
• Completion of recent professional development courses (eg. I-Car, AMI, Betag, etc.) in management, leadership, or industry related topics.
• Must always have a valid driver’s license.

Professional Competencies and skills:

The ideal candidate will demonstrate the following personal characteristics.

• Ability to demonstrate servant leadership in supporting and guiding the CSN Collision locations
• A track record of successful management and leadership experience, with a professional and engaging personality
• Strong analytical ability and attention to detail, with logical and organized thinking and clear communication skills
• Enthusiastic approach to working in Microsoft Office and learning new technology tools.

Travel Requirements:

• Travel will be required to meet with stores, attend industry events, attend training meetings, and possible semi-annual meetings with corporate staff at the head office in Oakville, Ontario, Canada.
• Travel days are expected to be 25 to 35 days per year and will require overnight stays.

Work Environment:

• 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)

• Competitive salary and bonus program

• Competitive benefits package

• The ability to grow, develop and manage your career path.

Career Path

• As CSN continues to expand, there will be many opportunities that develop.  This position will allow for the opportunity to develop a leadership role for future career opportunities.

Equal Employment Policy:

CSN Collision is proud to be an Equal Employment Opportunity employer. We want to emphasize our commitment to a discrimination-free workplace. Discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, age, or genetic information (including family medical history) is unlawful and strictly prohibited by law and we abide by it.

Accommodation Policy:

CSN Collision ensures that reasonable accommodations will be provided to applicants and employees who need them for any medical or religious reasons.