Reporting to the Regional Performance Director, the Support Specialist is responsible for providing technical support and assistance to franchisees. Their main role is to help users troubleshoot and resolve technical issues with products or services. The support Specialist will work closely with the operations teams, providing support and expertise for the franchisees as required.

Core Competencies

Autonomy

Teamwork

Time management

Problem solving

Planning

Adaptability and Flexibility

Communication

Result Orientation

Organized

Initiative and creativity

Customer Relationship Management

Job Duties

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)

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

Work Conditions

Expected to be in shops most days

Travel may be required Ability to attend and conduct presentation
Compensation starting at $75,000 annually, based on experience and qualifications.

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