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Job Description: Repair Planner
The Auto Collision Repair Planner is a skilled hourly position requiring an experienced professional knowledge in all aspects of repair planning. This role involves accurately assessing and estimating the costs associated with disassembling and repairing vehicles involved in collisions. Working closely with Technicians in the shop, the Repair Planner ensures precise damage assessment during the disassembly phase. This position demands a strong understanding of the auto repair process, excellent analytical skills, and the ability to collaborate effectively with all team members.
FLSA Status: Non-Exempt
Work Location: Full Time Hourly/Commission
Job Duties/Responsibilities:
- Perform all assigned responsibilities according to the Company Standard Operating Procedures.
- Greet customers promptly and professionally, assess their needs, and deliver customer service excellence.
- Ability to capture potential business from walk-in or call-in customers by instilling confidence and trust in our company’s abilities. This involves being well-versed in our certifications and insurance partnerships.
- Prioritize jobs based on type of repair and expedite express repairs for cycle time efficiency.
- Inspect, analyze, and evaluate damaged vehicles to create accurate repair estimates.
- Ability to properly identify prior damage through check-in photos and pre-scanning the vehicle.
- Ensure maximum profitability by proper application of labor resources, sales mix, and ensuring repair vs replace.
- Inform customer about the repair process, insurance claim and payment procedures and expected delivery date of repair.
- Function as a primary point of contact for customers, keeping them informed throughout the repair process; ensuring notes in the file are accurate and complete.
- Write a comprehensive auto body collision repair plan after disassembling the vehicle.
- Ensure repairs adhere to OE standards, DRP part choices, refinish guidelines and ADAS requirements for calibrations and scanning.
- Verify quality is checked at each stage of the vehicle repair process.
- Source, order & receive parts according to insurer and company guidelines.
- Ensure accurate final bill and estimate accuracy; sublet posted, all supplements are noted including customer authorizations and parts listed correctly per DRP guidelines.
- Deliver the vehicle to the customer going over the repair, the paperwork and ensuring all final payments are collected.
- Ensure all documentation is scanned into the CCC one file: check-in sheet, estimate, adjusted sheets, invoices, payments, and final bills.
- Maintain an accurate CCC Calendar and review inbox items and DRP portals daily.
- Cultivate strong relationships with DRP, Fleet and Dealer partners, meeting performance metrics and standards.
Key Performance Metrics based on overall Cener Performance:
- Achieve monthly and annual sales goals as specified by the shop manager.
- Ensure profitability with Gross Profit of 45% or higher.
- Maintain and Ensure Carrier Performance, including State Farm RPM at 700 or higher.
- Customer Service Index Score 90+ Shop Overall and Net Promoter Score.
- Cycle Time efficiency should be less than the state average.
- Maintain $0 accounts receivable over 31 days and clean files that are ready to close at delivery.
Skills/Qualifications:
- I-CAR Pro-Level 1 certification is mandatory.
- A minimum of 3 years of experience in DRP writing is essential.
- Strong relationships with insurance providers are crucial to the success of this position.
- Knowledge of metal/refinish replacement and repair techniques.
- Proficient with both Mitchell and CCC estimating systems, ERAC and DRP management systems.
- Adheres to the company’s non-disclosure and confidentiality policies concerning customer information.
Physical Requirements
- Ability to work in both office and automotive repair shop environments.
- Ability to sit for extended periods while using a computer, preparing repair plans, reviewing documentation, and utilizing estimating and repair management software.
- Ability to stand and walk frequently throughout the workday to inspect vehicles, verify repair procedures, and coordinate with technicians and production staff.
- Ability to move throughout the facility, including production, paint, detailing, parts, and storage areas.
- Ability to frequently bend, stoop, kneel, crouch, and reach to inspect vehicle damage, review repairs, and verify parts requirements.
- Ability to enter, exit, and maneuver around vehicles of various sizes and configurations.
- Ability to occasionally lift, carry, push, and pull up to 25 pounds, including parts, supplies, and equipment.
- Ability to use hands and fingers for frequent typing, data entry, handling documents, and operating office equipment.
- Ability to visually inspect vehicles for damage, repair needs, structural concerns, parts fitment, and repair quality, including close, distance, color, and peripheral vision.
- Ability to read and interpret repair procedures, OEM guidelines, technical documents, repair orders, blueprints, and estimates with a high degree of accuracy and attention to detail.
- Ability to communicate effectively with technicians, estimators, insurers, vendors, customers, and management in person, by telephone, and electronically.
- Ability to safely navigate around moving vehicles, equipment, tools, and active repair operations.
- Ability to tolerate exposure to noise, dust, fumes, chemicals, and varying temperatures when working in production and shop areas while utilizing appropriate personal protective equipment (PPE) as required.
- Ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced production environment.
- Ability to operate a motor vehicle and maintain a valid driver's license with an acceptable driving record.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
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