Customer Site Support Engineer

The Customer Site Support Engineer serves as BAC's primary point of coordination for designated customer projects following shipment, including unit commissioning, startup, warranty coordination, and resolution of project-related issues, ensuring effective communication and successful customer outcomes.

The role works closely with customers, representatives, contractors, and internal BAC functions to coordinate site-related activities, align resources, remove obstacles, and support successful project execution in accordance with customer schedule commitments. As needed, the position may facilitate resolution of field and project issues, support customer communications, and identify opportunities for process improvement.

This Engineer uses a data-based approach to work with multiple areas of the business to ensure successful customer outcomes, improve customer confidence, and support BAC's commitment to world-class customer experience.

 

PRINCIPAL ACCOUNTABILITIES

• Maintain communication with customer sites and monitor ongoing project execution and customer satisfaction for assigned accounts and strategic projects specifically the coordination of the commissioning, start up, and post-installation support activities, warranty and non-warranty.
• Accountable for developing, managing, and closing out cross-functional action plans to address customer concerns, project risks, and field challenges to minimize disruption and schedule impacts.
• Coordinate project activities among Customer Assurance, Field Service, Sales, Engineering, Manufacturing, Product Management, BAC representatives, contractors, and end users to achieve successful customer outcomes.
• Monitor and prepare reports regarding customer project plan and objective performance, field activities, and post-shipment execution metrics to identify opportunities for process and customer experience improvements.
• Provide customer and project input for new and existing product platforms.
• Perform miscellaneous duties and projects as assigned and required.
• Participate in programs essential to BAC culture, e.g., workplace and worker safety, housekeeping, continuous improvement, security, and compliance to all legal and ethical standards.
• Compliance to all local, regional, national, company, and all other applicable standards, laws, and procedures.

 

 

NATURE AND SCOPE

The Customer Project Engineer will report to the Manager, Customer Assurance and will have interactions with all levels of the organization, BAC factories, suppliers, representatives, contractors, and customers, including potential travel to worldwide locations and customer job sites.

This role serves as a critical link between BAC and its customers by ensuring effective coordination, communication, and execution of customer initiatives and complex project activities.

REQUIRED KNOWLEDGE & SKILLS

• A Bachelors Degree in Engineering, Project Management, or other Technical Degree with relevant experience.
• 5 years of experience in a customer-facing engineering, project management, quality, operations, field service, or related role.
• Strong project management and organizational skills.
• Experience leading cross-functional projects and initiatives.
• Possess excellent customer service skills with strong verbal and written communication abilities.
• Negotiate through difficult issues without losing composure.
• Detail-oriented with a high sense of urgency.
• Possess or have the ability to gain thorough knowledge of BAC products, applications, manufacturing processes, and installation practices.
• Strong analytical and problem-solving skills.
• Ability to collaborate across Engineering, Sales, Applications, Manufacturing, Product Management, and Operations to achieve customer and project objectives.
• Ability to influence and lead without direct authority.

 

WORKING CONDITIONS:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 30% of the time.  Typical working conditions include those of a normal office environment.  Domestic travel to BAC manufacturing facilities, jobsites, and/or vendors required up to 25% of time.       

 BAC Hiring Compensation Range $63,500 - $108,800.

BAC offers a comprehensive benefits package to include medical, dental, vision, paid time off, 401k, employee stock ownership plan, and more. Please see additional details on the BAC website at www.Baltimoreaircoil.com.  

BAC Employees are eligible to participate in an annual bonus incentive program.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

See job description