Project Engineer & Customer Experience Liaison - Field Service Migration
About The Position
MacDonald-Miller Facility Solutions is seeking a Project Engineer & Customer Experience Liaison for their Field Service Migration project. This role serves as the operational backbone for the migration and the voice of the customer, ensuring projects are organized, cross-functional teams are coordinated, obstacles are removed, and decisions support an exceptional customer experience. The primary focus is on driving a successful implementation of BuildOps, transitioning from Key2Act's Wennsoft Service module on Great Plains ERP, to improve the daily experience of approximately 350 service employees and ensure a seamless customer transition. This is a highly visible role reporting to the Director of Service Operations, combining project coordination, process improvement, customer advocacy, and operational support.
Requirements
- Exceptional organizational skills with the ability to manage multiple priorities and keep complex projects moving forward.
- Strong analytical and critical thinking skills with a proactive approach to solving problems.
- Experience coordinating projects, tracking deliverables, facilitating meetings, and following through on action items.
- A customer-first mindset and the confidence to advocate for customer outcomes during process and system design discussions.
- Strong written and verbal communication skills with the ability to collaborate effectively with technical and non-technical stakeholders.
- Comfort working with spreadsheets, project tracking tools, and structured testing activities such as User Acceptance Testing (UAT).
- A background in project management, construction, operations, business systems, or IT is preferred.
- Experience supporting ERP, field service, or business system implementations is a plus.
Responsibilities
- Keep the Field Service Migration on track by coordinating schedules, meetings, action items, and project milestones.
- Support cross-functional teams by identifying risks, resolving blockers, and ensuring accountability across workstreams.
- Champion the customer experience by validating that new processes improve—not disrupt—the customer journey.
- Partner with business, operations, and IT teams to support testing, training, readiness activities, and a successful BuildOps go-live.
- Help establish sustainable documentation, processes, and best practices that support long-term operational excellence.
- Coordinate project meetings, maintain schedules, and track milestones, risks, decisions, and action items.
- Monitor project progress and proactively identify issues that could impact timelines or customer experience.
- Research implementation challenges and partner with stakeholders to develop practical solutions.
- Review workflows from the customer's perspective and recommend improvements that enhance the overall experience.
- Support User Acceptance Testing (UAT), training preparation, go-live readiness, and post-launch stabilization activities.
- Maintain project documentation, decision logs, and readiness checklists throughout the implementation.
- Facilitate communication between operations, field teams, IT, and project stakeholders to ensure alignment across the organization.
- Support continuous improvement efforts by documenting lessons learned and recommending process enhancements.
Benefits
- Medical, dental, and vision insurance (coverage available for dependents with shared premium).
- 401(k) retirement plan with company matching.
- Paid time off (vacation, sick time, and holidays).
- Disability income protection, including short-term and long-term disability.
- Employee and dependent life insurance.
- Wellness Program.
- Employee Assistance Program (EAP).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
