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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