Estimator

Position Title:            Estimator

Position reports to:   Location Manager

Position Summary:   The Estimator position at Kirmac is an important role requiring a high degree of focus and attention to detail.  Given there is a diverse range and varying degrees of collision damage for vehicle repairs, Estimators at Kirmac are categorized under 3 position levels which include escalating responsibilities for increasing levels of repair complexity.  Estimators are required to follow the Kirmac Accelerated Repair System (KARS), which expedites the time it takes to complete the customer’s repair.  A pre-requisite for this position is certification by ICBC for Express repairs and Glass in those shops that are certified Glass Express.

Key Responsibilities and Accountabilities:

In addition to writing total loss estimates and submitting to the insurance companies without Manager’s review, the primary responsibilities of the Estimator fall into five broad categories:

1. Estimating – includes the following daily activities related to all $ level estimates with minimal supplements and after-the-fact parts ordering:

1. • 1. 1. 1. Ensuring the pre-wash procedures are completed prior to starting the estimate.  A clean vehicle prior to mapping the repair is a mandatory requirement.
           2. Mapping vehicles in accordance with Kirmac’s standard operating procedures.
           3. Taking quality photos of the vehicle so that the damaged area and undamaged areas prior to the repair are clear and visible.
           4. Preparing and updating the repair order with an accurate and complete list of parts and accessories to complete the repair.
           5. Taking advantage of alternative quality parts (ie: aftermarket) when available, to maximize GP without compromising the quality of the repair.
           6. Managing parts replacement percentages under Kirmac’s target % for the majority of estimates written.
           7. Working with industry specific applications (ie: allied, APU) to source recycled parts for vehicle repairs.
           8. Estimating the repair with a “repair vs replace” mindset, in order to expedite the repair process and maximize GP, without compromising quality.
           9. Writing estimates in accordance with Kirmac’s standard operating procedures, and target labor GP%.
           10. Consulting with Management, Estimators and/or technicians on more complex repairs to produce a more accurate estimate.
           11. Updating repair orders with notes, where necessary, in accordance with Kirmac’s standard operating procedures.
           12. Working with the CSR and Store Management to maintain a clean and tidy production office, and an accurate and orderly file rack.
           13. Estimating the judgement time for all levels of exterior repairs.
           14. Estimating the judgement time for all levels of frame repairs.
           15. Identifying and presenting options to improve the condition and appearance of the customer’s vehicle through customer pay opportunities.
           16. Managing estimates with a high degree of compliance with ICBC and other insurance partners, resulting in minimal drop in visits by insurers for non-compliance related matters.

1. Customer Service – includes answering customer inquiries, helping customers understand Kirmac’s repair process and advising them on value added components of the repair.  Activities include:

1. • 1. 1. 1. As a value added service to the customer, suggesting additional repairs including:
              • Discounted repair options, in accordance with Kirmac’s standard operating procedures for damage unrelated to the insurance claim.
              • Paintless dent repair (PDR) as a cost effective solution for small dents that are unrelated to the insurance claim.
              • Glass replacement when rock chip damage is beyond repair.
           2. Proactively providing updates to customers on the progress of their vehicle’s repair, and answering questions / addressing concerns. 
           3. Prior to the vehicle being ready for delivery, ensuring the repair quality is in accordance with Kirmac’s standard operating procedures. 
           4. Upon completion and at the time of delivery, walking the customer to his/her vehicle to show them the completed repair and explain the repair process. 
           5. Prior to delivering the vehicle back to the customer, reinforcing the following messages and addressing any concerns the customer may have:
              • “Kirmac Cares for Kids” means a portion of the income earned from this repair will be donated to Children’s hospital.  Thank you for choosing Kirmac!
              • As an added benefit for choosing Kirmac, we will provide you with free rock chip repairs on this vehicle for as long as you own it.
              • For customer service, our goal is to earn a “10”.  If we have not succeeded in doing so, please allow us the opportunity to address your concern.

1. Store Administration –  this involves assisting the manager in daily administrative duties, including:

1. • 1. 1. 1. Pre-reconciling files for accuracy and completeness prior to delivering vehicles to customer.
           2. Reviewing delivered files and performing a final reconciliation for billing and closing in accordance with Kirmac’s standard operating procedures.
           3. Other duties as required.

1. Production – Working with store management and production staff on various activities including:

1. • 1. 1. 1. Coordinating and arranging repairs with sublet vendors and making the appropriate notes in Kirmac’s management system.
           2. Based on capacity and skill level, assigning vehicles to technicians for repair.
           3. Entering and understanding the production schedule.
           4. Directing and managing the daily production cycle in the shop.
           5. Preparing and completing payroll documents for production staff.

1. Parts Management –this includes the following processes for receiving, mirror matching, invoicing and returning parts for vehicle repairs:

1. • 1. 1. 1. At time of delivery by vendors, performing the receiving functions for parts in accordance with Kirmac’s standard operating procedures.
           2. Delivering parts to technicians, vehicles, and/or parts carts.
           3. Working with parts vendors to secure the appropriate labor credits when necessary.
           4. Organizing and following up on parts returns with a goal to minimize the number of outstanding returns.

1. Quality Control –Reviewing repair quality and completeness of repair before confirming with the customer that the vehicle is ready, including:

1. • 1. 1. 1. Review repair quality to confirm it is in accordance with Kirmac’s standard operating procedures.
           2. Review estimate with actual work performed to ensure all labour operations, parts replacement and sublets have been completed.
           3. Ensuring any customer service requests have been completed and are up to expectations

1. Materials Management –this includes the following processes for ordering, receiving and counting materials needed to complete vehicle repairs:

1. • 1. 1. 1. Ordering approved materials by utilizing the kirmac.lordco.com website.
           2. Receiving materials and ensuring we were accurately billed for materials delivered.
           3. Delivering materials to technicians and/or storage location(s).
           4. Counting materials inventory at month-end in accordance with Kirmac’s standard operating procedures.

1. Management & Admin – working with store management and assisting the manager on various activities including:

1. • 1. 1. 1. Adjusting hours between Damage Analysis and Body Technicians, and updating Kirmac’s management system
           2. Conducting interviews with potential candidates for junior store positions, including CSR’s and Detailers.
           3. Participating with store management in employee performance appraisals.

Qualifications:

• Eligible to work in Canada.
• Valid Canadian driver’s license.
• Must have a diploma, or equivalent.
• Passion for vehicles and new technology.
• Strong verbal and written communication skills to work with customers, suppliers, upper management and employees.
• Ability to anticipate, identify, and define problems or difficult situation and develop an appropriate course of action.
• Proven ability to work effectively with diverse personalities in a tactful, decisive, and resourceful manner.
• Thoroughness in accomplishing a task through concern for all areas involved, situation and/or work-related problem as a means of achieving optimal efficiency and effectiveness in performing job duties.
• Capacity to maintain stable performance under pressure or opposition and handling stress in manner that is acceptable to others and to the organization.
• Capability to effectively plan and organize time to manage multiple tasks, and to make use of resources available to assist in achieving goals.

Working Conditions:

• Works mainly indoors and occasionally outdoors.
• • Ergonomic Concerns: Computer use and may be seated for an extend time.
• Occasional and indirect exposure to hazardous materials while walking the shop grounds.  
• May be required to drive customer cars when moving them around the shop.
• Intermittent exposure to loud noises when in the shop.

Physical Requirements:

• Ability to safely and successfully perform essential job functions outlined above, including meeting qualitative and/or quantitative productivity standards.
• Must be able to talk, listen, and speak clearly on the telephone.
• Must be able to lift and carry up to 30-50 lbs. occasionally.

Direct Reports:

N/A