Support Engineer - Vendor Engagement

Somerset, NJ USA

Charlotte, NC USA

Full time

JR3585

** About Us*
* ** Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $16 billion global provider of IT solutions and services.*
* ** Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next. But the heartbeat of SHI is our employees - all 7,000 of them. If you join our team, you'll enjoy:*
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** Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.*
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** Continuous professional growth and leadership opportunities.*
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** Health, wellness, and financial benefits to offer peace of mind to you and your family.*
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** World-class facilities and the technology you need to thrive - in our offices or yours.*
* ** Job Summary*
* The MSP Support Engineer - Vendor Engagement Specialist is a critical administrative role within MSP Operations. The primary responsibility of this role is to facilitate and monitor communications between customers and vendors, ensuring complex issues are addressed and resolved in a satisfactory and timely manner. This role requires strong administrative skills, the ability to coordinate multiple parties, and a commitment to delivering exceptional service.

** Role Description*
* + Act as a liaison between customers, vendors, and internal teams to ensure efficient and effective communication.

+ Create cases within vendor requirements to enable accurate, resolution-focused customer engagement.

+ Coordinate, schedule, and participate in calls and meetings between customers and vendors to address complex service issues.

+ Monitor interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.

+ Document all communications and follow-up actions in the company's ticketing system and other relevant systems.

+ Identify and escalate recurring issues to the appropriate internal teams for process improvement.

+ Work closely with the direct supervisor to develop strategies for improving vendor relations and customer service.

+ Maintain an understanding of each vendor's capabilities, specialties, requirements, and limitations.

+ Facilitate the onboarding of new vendors and maintain updated vendor information.

+ Provide administrative support as needed, including preparing reports and presentations for stakeholder reviews.

+ Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

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** Behaviors and Competencies*
* + Multi-Tasking:
Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

+ Organization:
Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

+ Self-Motivation:
Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.

+ Initiative:
Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.

+ Adaptability:
Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.

+ Communication:
Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

+ Problem-Solving:
Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

+ Teamwork:
Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.

+ Time Management:
Can generally use time effectively and is working towards improving task prioritization and deadline management.

+ Presenting:
Can prepare and deliver presentations, addressing key points and responding to questions with clarity.

** Skill Level Requirements*
* + Outstanding interpersonal skills with a customer-oriented mindset.

+ Team player who can collaborate effectively with various departments and stakeholders.

+ Proactive and self-motivated with a strong sense of accountability.

+ Ability to maintain confidentiality and…