Field Operations Manager

About CSN Collision CSN Collision safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the
The Field Operations Manager (Quebec) is the primary point of contact for CSN Licensees in the Quebec region
and works closely with Field Operations Managers and Field Technical Analysts. improving licensee growth and performance by aligning with CSN departments to enhance business
as well as local and digital marketing tools and operational support resources.

In addition to core regional licensee support, the Field Operations Manager provides technical and KPI analysis
to support licensees with insurance partner performance, assisting by identifying shop or repair behaviours
Licensee Relationship and Regional Management
Serve as the primary point of contact for CSN Licensees within the Quebec Region, developing strong relationships and providing ongoing support to ensure operational success.
Collaborate with the National Manager of Field Operations and other CSN departments to identify and address Licensee needs and business opportunities.
Conduct quarterly meetings (in-person or virtual) with each shop to review performance, provide guidance, and strengthen engagement with the CSN network.
Business growth and overall performance
Utilization of CSN-approved vendors, marketing initiatives, software tools, and training resources
Technical Analysis, Targeted Auditing, and Performance Support
Provide expert technical analysis and operational support to CSN Licensees.
Apply in-depth knowledge of the automotive repair industry, GAA standards, insurer guidelines, and evolving industry trends to enhance Licensee performance and alignment with market expectations.
Conduct targeted estimate audits to evaluate and improve insurance KPI results, repair quality, and shop profitability.
Identify performance outliers and provide coaching to support continuous improvement and operational excellence.
Develop and assist in executing shop-specific action plans based on audit findings, ensuring measurable
Serve as a subject matter resource on OEM equipment, training requirements, and certification
standards (OEM, I-CAR, and third-party programs).

Case Management and Issue Resolution
Manage and resolve Licensee concerns and high-priority issues referred by CSN corporate teams, providing timely and effective guidance.
Apply industry expertise to support informed decision-making and facilitate fair, strategic resolutions.
Escalate complex or unresolved cases to the National Manager of Field Operations as appropriate.
Maintain accurate and consistent documentation of all interactions, key details, and outcomes within the CSN Case Management System.

CSN System Utilization and Licensee Training Support
Collaborate with management to identify opportunities for Licensees to maximize the value and effectiveness of the CSN System.
Support the development and delivery of Licensee training programs, including effective use of CSN’s Learning Management System (LMS).
Plan and host biannual regional meetings focused on operational improvement, including securing venues, developing training content, and facilitating sessions for small groups of shop staff

Prepare, maintain, and update monthly and quarterly reports as directed by the National Manager of Field Operations, ensuring accuracy and timely delivery.

The ideal candidate will demonstrate the following personal characteristics:
Clear communication skills in both French and English
Collaborative management of relationships with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions
Organizational skills/Time Management: Strong planning and organizational skills with an ability to
Flexible: Able to adapt to change
Conflict Management: Frames the discussion positively, takes action in resolving conflicts, while minimizing tension.
Other Qualifications: Education and Technical skills
Bilingual (French/English)
Minimum five 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.
Travel requirements
In person meeting Travel will be required to meet with shops, attend industry events, attend training meetings, and meet with corporate staff at the head office in Oakville, Ontario.
Time spent with CSN Licensee is expected to represent 30-40% of the employees’ time with 20 -30 days per year some requiring overnights.
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 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
The ability to grow, develop and manage your career path.