Acting in a supporting role to project and business development managers, the Supplier Support & Onboarding Specialist leads and manages initiatives tied to the onboarding of assigned suppliers, and acts as a key point of contact for ongoing support to fleets and suppliers using the SmartEquip platform. This position is instrumental in coordinating communication with suppliers to obtain the information, credentials, content, system configuration and implementation requirements each fleet needs to go live and in providing responsive, knowledgeable support once they are. Success in this role requires strong communication skills, sound technical understanding, time management and close attention to detail.
About the team - Corporate
As a global company, our corporate teams support billions of dollars in equipment sales every year.
In joining our corporate services teams, you will be ensuring the business runs smoothly in your respective verticals and supporting the overall business to achieve our core objectives.
Every day your work will make a difference in the way we run our business and in the way customers interact with us.
Supplier Onboarding
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Lead and manage onboarding initiatives for assigned suppliers, ensuring all required suppliers are onboarded in SmartEquip to meet the “go-live” milestone set by project management and the customer.
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Coordinate communication with suppliers to collect the information, credentials, content, and system configuration required for implementation.
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Work effectively with internal teams, peers, and external clients to ensure onboarding objectives are delivered on time and meet quality requirements.
Customer Relationship Management
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Build and maintain strong working relationships with both internal and external clients throughout the onboarding lifecycle.
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Serve as a trusted point of contact for suppliers and fleets, ensuring their needs are understood and addressed.
Supplier & Fleet Support
Act as a front-line point of contact for fleets and suppliers with questions or issues on the SmartEquip platform, providing timely, professional support.
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Troubleshoot technical and functional issues reported by suppliers and fleets, and escalate complex cases to the appropriate internal team (Product, Engineering, IT) when needed.
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Maintain solid working knowledge of the SmartEquip product its features, workflows, and configuration options to answer questions accurately and guide users to resolution.
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Liaise across internal teams to track down the information needed to resolve supplier and fleet inquiries efficiently.
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Draft clear, accurate support tickets, written responses, and internal notes documenting issues, resolutions, and follow-up actions.
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Track open support requests through to resolution, ensuring a timely and positive experience for suppliers and fleets
Experience
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2+ years of experience working on a project team in information technology preferred.
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Experience managing projects delivering web-based software applications preferred.
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Experience with ERP applications and integration concepts preferred.
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Demonstrated experience working with external clients.
Technical Skills
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Hands-on experience with databases and SQL required.
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Comfortable diagnosing and troubleshooting technical or functional issues, and explaining solutions clearly to non-technical users.
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Familiarity with support/ticketing or CRM tools is a plus.
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Demonstrated experience with documentation, presentation, and project management tools.
Core & Soft Skills
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Effective written and verbal communicator, able to draft clear support responses, tickets, and documentation.
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Strong ability to communicate across internal teams to gather the right information quickly.
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Ability to operate successfully within a highly matrixed environment.
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Ability to work with all departments from design through completion of a project.
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Strong time management and attention to detail.
Ritchie Bros. (NYSE and TSX: RBA)
Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets in numerous industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world's builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/
