Collision Support Specialist

Fix Network World; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

3 weeks vacation + 5 sick days

RRSP matching 50% up to 3%

Group benefits 75% premiums

Tuition reimbursement up to $3,000 /yr

Apparel and merchandise store $250/yr

Referral bonus up to $1,000

Team celebrations and events

Annual Team Meeting with colleagues

Free on-site parking

Job summary

Fix Network World in Canada is seeking a Support Specialist to provide technical support and guidance to franchisees, troubleshoot issues with products and services, and collaborate with operations teams to drive performance and quality.

The role emphasizes coaching, cross-functional collaboration, incident documentation, and responding to catastrophe events, with extensive travel across the region and a strong commitment to customer service.

Qualifications

• Minimum 3 years of experience in the collision repair industry.
• Experience in damage appraisal and production management.
• Strong coaching, communication, and relationship-building skills.
• Proven ability to solve problems and manage multiple priorities effectively.
• Self-motivated, organized, and results-oriented professional.
• Excellent customer service mindset and ability to work collaboratively with diverse stakeholders.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).
• Valid Canadian driver's license with a strong driving record.
• Willingness and ability to travel extensively within the assigned region and occasionally across Canada.

Responsibilities

• Support franchise partners in achieving quality, performance, and operational excellence standards.
• Conduct vehicle reinspections for warranty claims, quality control reviews, and best practice follow-ups.
• Review repair estimates and provide recommendations to ensure alignment with insurance partner requirements.
• Coach and train franchise teams on insurance guidelines and procedures, estimating systems and best practices, parts program utilization, and operational tools and processes.
• Provide day-to-day support to shops, assisting with operational questions and urgent requests.
• Document interactions and support activities within the Franchise Management System.
• Collaborate with Area Managers and cross-functional teams to identify improvement opportunities and resolve operational issues.
• Analyze root causes of performance challenges and implement effective solutions.
• Assist franchise locations during catastrophe events such as hailstorms, flooding, and other large-scale weather-related events.

Skills

Coaching

Communication

Relationship-building

Customer service

Problem solving

Tools

Microsoft Office Suite

Job description

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.

What You'll Do

• Support franchise partners in achieving quality, performance, and operational excellence standards.
• Conduct vehicle reinspections for warranty claims, quality control reviews, and best practice follow-ups.
• Review repair estimates and provide recommendations to ensure alignment with insurance partner requirements.
• Coach and train franchise teams on:
  • Insurance guidelines and procedures
  • Estimating systems and best practices
  • Parts program utilization
  • Operational tools and processes
• Provide day-to-day support to shops, assisting with operational questions and urgent requests.
• Document interactions and support activities within the Franchise Management System.
• Collaborate with Area Managers and cross-functional teams to identify improvement opportunities and resolve operational issues.
• Analyze root causes of performance challenges and implement effective solutions.
• Assist franchise locations during catastrophe events such as hailstorms, flooding, and other large-scale weather-related events.

What We're Looking For

• Minimum of 3 years of experience in the collision repair industry.
• Experience in damage appraisal and production management.
• Strong coaching, communication, and relationship-building skills.
• Proven ability to solve problems and manage multiple priorities effectively.
• Self-motivated, organized, and results-oriented professional.
• Excellent customer service mindset and ability to work collaboratively with diverse stakeholders.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).
• Valid Canadian driver's license with a strong driving record.
• Willingness and ability to travel extensively within the assigned region and occasionally across Canada.

Why Join Fix Network?

At Fix Network, you'll be part of a global organization that supports some of the most recognized brands in the automotive aftermarket industry. As a franchise leader, we empower entrepreneurs and collision repair professionals through innovative solutions, operational expertise, and industry-leading support.

In This Role, You'll Enjoy

• 3 weeks of vacation from day one, plus 5 sick days per year.
• An employer RRSP contribution matching 50% of your contributions, up to a maximum of 3% of your salary.
• Group benefits with 75% of premiums paid by the employer, including telemedicine services.
• Up to $3,000 per year in tuition reimbursement to support your professional development.
• An annual $250 allowance to spend in our Fix Network apparel and merchandise store.
• A referral bonus of up to $1,000 when you help us find our next great talent.
• Opportunities to connect and celebrate throughout the year, including monthly celebrations to welcome new employees and recognize birthdays, service anniversaries, promotions, and other milestones, as well as our summer BBQ, holiday party, and other team events.
• Our annual Team Meeting, bringing together team members from around the world for several days to align on company priorities, connect with international colleagues, and enjoy valuable team-building experiences.
• Free on-site parking.

Ready to Make an Impact?

If you're looking for a career where you can combine technical expertise, operational support, and relationship management while helping franchise partners succeed, we'd love to hear from you.

At Fix Network, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and are dedicated to providing equal employment opportunities to all qualified candidates.

Reasonable accommodations are available throughout the recruitment process and employment lifecycle in accordance with applicable legislation. If you require an accommodation at any stage of the recruitment process, please let us know, and we will work with you to meet your needs.

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