Collision Support Specialist
About The Position
The Collision Support Specialist will be responsible for vehicle reinspection for warranty requests, quality control inspections, and Best Practices follow-up. This role involves performing estimate reviews, making recommendations to meet insurer standards, and providing coaching on estimating systems. The specialist will document all customer interactions in the Franchise Management System, collaborate with the area manager and other teams to escalate issues and provide feedback, and offer coaching and training on insurance guidelines, estimating systems, APU usage, and parts program usage. Additionally, the role requires analyzing the root causes of operational malfunctions, providing timely resolutions, supporting the franchise with various shop requests, redirecting requests appropriately, assisting with closing files, and providing coverage during catastrophes.
Requirements
- College Diploma or Bachelor’s Degree
- Valid Canadian driver's license and excellent driving record
- Ability to travel extensively in the region covered and sometimes elsewhere in Canada, as needed
- Knowledge of Microsoft Office Suite (Outlook, Word, Excel and Powerpoint)
- At least 3 years of industry experience
- Damage Appraisal experience
- Production management skills
- Strong communication skills
Responsibilities
- Vehicle reinspection for warranties requests, quality control inspection and Best Practices follow up.
- Performing estimate reviews and bring recommendations to reach the insurers standards and provide coaching on estimating systems.
- Documenting customer interactions: Support specialists need to document all customer interactions, including the nature of the problem, the solution provided, and any follow-up required in the Franchise Management System.
- Collaborating with area manager and other teams, to escalate issues and provide feedback to improve performance.
- Coaching and training on : insurance guidelines; estimating system; APU usage for DGIG, TD, others; parts program usage
- Analyze root causes of operational malfunctions and provide resolutions in a timely manner
- Support Franchise with various request from shop, information, immediate assistance and support.
- Redirect requests to the appropriate person.
- Support shop on closing files ex; payment request, in finals)
- Coverage for catastrophes (hail AB-Ont-QC, flooding BC, tornado QC)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
