Collision Repair Planner

About the role

As a Collision Repair Planner, you will be the bridge between our customers, insurance, and production technicians. Instead of writing simple “guesswork” estimates, you will lead the vehicle blueprinting process—researching OEM procedures, ordering parts accurately, and building a flawless repair plan before the vehicle ever hits the technician’s stall.

Primary objective

• Set reasonable expectations for the customer, and educate them on the repair process.
• Have a thorough understanding of estimating software, required to process estimates.
• Locate assignments from insurers and understand the requirements. Understand terms on assignment – LOU-Loss of use, WP- With prejudice, 43endorsement, betterment, deductible.
• Inspect vehicles throughout the repair process for quality control to ensure the entire repair is completed to client, Insurance and OEM standards.
• Gather additional information that may be required from the insured.
• View vehicle with customer to highlight accident replated damage, and previous damage non claim related.
• Photograph vehicle damages as per shop policy and insurer requirement. Ensure photos are high quality.
• Determine if a vehicle is drivable or non-drivable.
• Determine is a vehicle requires disassembly for an accurate estimate.
• Write detailed estimates that captures all claim related damage, and research repair to ensure OEM standards and procedures are followed.
• Control costs for the insurer, by selecting repair first where possible and safe, then effectively source parts according to guidelines and shop policies. Quote sublets.
• DATA - Ensure proper dates are inputted in the estimating systems - real time dates.
• Ensure correct rate profiles are being selected.
• Communication – ensure the claim and important details are communicated to the insurer and customer. For example, when a vehicle is scheduled, or any delays.
• Parts - ensure you are selecting the appropriate part for the repair, and confirm model/trim level, price and availability.
• Schedule sublets.
• Ensure all invoices (parts, sublet, rental, towing) are added to the file as per insurer guidelines. Also, management system for ease of tracking.
• Keep estimate accurate throughout the repair process with supplement, part price changes, and any additional communications to insurer required.
• Upload and monitor claims for approval.
• Sell customer pay/third party pay estimates. Goal is a batting average at 80% or higher.
• Send final supplement/final bills to insurer for approval, following insurance guidelines.
• Ensure final authorization is noted in management system, and final amounts match – for proper closing of file in management system.
• Quality Control, ensure final product is ready for delivery to customer.
• Deliver vehicle to customer, explain repair where required.

Schedule

• Monday to Friday: 8:00 am to 5:00 pm

On-the-job exposure

• Fumes
• Dirt
• Chemicals/Toxins
• Heat/Cold
• May be required to bend, crouch, and reach

Responsibilities

• Damage Blueprinting: Coordinate with teardown technicians to perform complete vehicle disassembly. Identify all hidden structural, mechanical, and safety-system (ADAS) damages.
• OEM Research: Access, review, and print vehicle-specific manufacturer repair procedures for every file to ensure precise compliance and safety.
• Estimate & Supplement Creation: Utilize industry software (Audatex or Mitchell) to write accurate, highly detailed repair plans and handle supplemental claims efficiently.
• Insurance Liaison: Manage relationships with insurance adjusters, insurance image desk appraisers and Direct Repair Programs (DRPs), ensuring all documentation meets guidelines for seamless approvals.
• Visual Shop Mapping: Use standard shop communications (windshield notations, magic water markers) to map out repair paths, distinguish existing wear from accident damage, and keep production moving.
• Customer Concierge: Provide clear, empathetic updates to vehicle owners regarding their repair status, parts delays, and delivery timelines.

Personal attributes

• Organizational skills/Time Management: Strong planning and organizational skills, with an ability to meet multiple deadlines simultaneously.
• Communication style: Tactful, clear, and empathetic communicator with excellent verbal and written communication skills in English & (French, remove if not required), with the ability to communicate and interact effectively with co-workers.
• Collaborator: Able to manage relationships in a collaborative manner, with a wide range of stakeholder groups and personality types, applying diplomacy to reach win-win resolutions.
• Conflict Management: Frames discussions positively, takes action to resolve conflict, while minimizing tension.
• Problem solving: Has a critical thinking approach to problem solve and is a forward thinker.
• Flexible Thinking: Considers problems from all new perspectives and can expand on the thinking or solutions proposed by others. Adapts to new ideas and initiatives relevant to own area of work.
• Independent: Works well in a fast-paced environment, self-motivated, and works independently without close supervision.
• Customer centric: Follows-up with customers during and after the delivery of services to ensure that their needs have been met. Keeps clients up-to-date on the progress of the services they are receiving and changes that affect them. Ensures service is provided to customers during critical periods. Prioritizes customers’ issues and address them accordingly.
• Negotiation skills: Identifies main negotiating points of a given issue and engages in negotiation. Listens to differing points of view and promotes mutual understanding.
• Detail-oriented and accurate in all work and communication.
• Empathetic personality and confidence to the customer, to take control of the claim.
• Set reasonable expectations for the customer, and educate them on the repair process.
• Ability to prioritize and be effective with changing priorities.
• Be professionally dressed and be a great CSN ambassador.
• Build relationships with, customers, vendors, and insurers.

Requirements

Qualifications

• 2–5 years of experience writing collision estimates or working as a vehicle blueprint planner.
• High proficiency in Mitchell Connect and Audatex (Qapter).
• Knowledge of ARMS, ProgiSync, BodyShopConnect, Microsoft Outlook and Google Sheets, is an asset.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Incredible attention to detail, strong negotiation skills, and a professional, customer-first attitude.
• Must possess a valid Ontario G Driver’s License with a clean abstract.
• Knowledgeable and be up to date in various Insurance “DRP” practices/guidelines.
• Organizational skills with strong attention to detail, accuracy, and ability to prioritize tasks.
• Ability to multi-task on a daily basis.
• Ability to work collaboratively in a team-oriented environment.
• Excellent communication and interpersonal skills.
• Up to date Compliance Training, such as AODA, WHMIS, Worker Health and safety Awareness and Workplace Violence and Harassment) and knowledge of Information Security PIPEDA.

Benefits

• Dental care
• Extended health care

Disclaimers

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and will evolve as CSN (add shop name) continues to grow.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

CSN Collision Centres “CSN” does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web‑site job postings. Any resume or other information received from a supplier not approved by CSN to provide resumes to this posting or website will be considered unsolicited and will not be considered. CSN will not pay any referral, placement, or other fee for the supply of such unsolicited resumes or information.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.