Note: The job is a remote job and is open to candidates in USA. Whitefox is seeking a Customer Support Account Engineer to support its ethanol systems and customer operations. The role serves as the primary technical and commercial contact for assigned plants, leading commissioning, operations and maintenance support, system optimization, customer relationships, and cross-functional delivery.
Responsibilities
- Participating in the project execution pod, attending weekly project meetings and project kickoff site visit, supporting process flow diagram development, piping and instrumentation diagram reviews, layout, hazard and operability reviews and building customer relationships that carries through into O&M
- Programming guidelines and standard operating procedures for Whitefox systems, coordinating automation programming and the integration of controls and data-collection systems with the client, internal teams, and third-party programmers
- The commissioning readiness process for the project team, coordinating internal stakeholders, the client, and third-party partners so all requirements are aligned and the Ready for Commissioning Checklist is completed and approved before commissioning begins
- Leading the project team throughout commissioning, setting, aligning, and meeting expectations with the client from kickoff through handover, including agreeing on commissioning objectives, coordinating startup and shutdown logic testing, and managing cartridge installation and acceptance documentation
- Preparing and maintaining the core technical file and leading the technical assessment throughout commissioning to confirm the system is ready for operation and, following startup, to evaluate whether performance is as expected
- Commissioning closeout, confirming all activities and documentation are complete, providing the customer with required training and preparing the O&M handover package for a smooth transition into operations. This also includes facilitating post-commissioning lessons-learned sessions and ensuring key findings are built into project templates, standards, and future execution practices to support continuous improvement
- The customer relationship, leading client check-ins, producing ops reports, providing remote engineering support, monitoring plant operations, and ensuring training is not only delivered but verified
- Cartridge reliability, guiding cartridge maintenance decisions, includes coordinating lab sampling setup with the Whitefox Calgary lab to confirm the plant is operating within approved conditions
- Realization of energy and cooling water benefits at the customer site, running benefits analysis to track value delivered over time. This includes, monitoring data, proactively optimizing the system, and guiding the customer on how to adjust operations accordingly
- Customer satisfaction, ensuring overall ease of operations and that operational benefits are maximized on site, through clear communication, setting and meeting client expectations, and maintaining a strong Net Promoter Score
- Commercial follow-through at the plant, managing Whitefox's cartridge-replacement commitment program for clients, stock levels, generating quotes, and identifying opportunities for future expansion
- Plant change management, staying current on what's changing at each plant, new technologies, flagging the impact on cartridge life, energy, or operations, and sharing that back with Commercial and Innovation
- Leading a cross-functional O&M team, including field technicians, process engineers, and Whitefox product team members, with responsibility for setting objectives, managing priorities, coordinating delivery, and ensuring contracted support activities are delivered effectively. This includes tracking O&M support hours and working with the Commercial team to develop engineering proposals for work outside the agreed contract scope
- Site support readiness and travel flexibility, travelling to customer sites as needed to support commissioning, O&M activities, and other client needs as determined by the Customer Support Manager
- Supporting improve the team's efficiency, updating and creating templates, using tools such as AI to streamline recurring work, and contributing to internal projects as needed
- Representing Whitefox at industry conferences, maintaining vendor and third-party network
- Fully participating in the health & safety program, including hazard assessments, quarterly process safety review meetings and incident reporting
Skills
- Bachelor's degree in a chemical engineering discipline from an accredited university
- 5+ years industry experience
- Understanding and experience producing engineering deliverables, PFD, P&IDs, SOPs, and programming guidelines
- Site experience, working at production facility
- Experience leading a team toward a common goal
- Safety: Demonstrates an unwavering commitment to health and safety and consistently prioritizes safe work practices in all activities and decisions
- Communication and Information Sharing: Serves as the central point of coordination for client-facing communications, ensuring information is accurate, timely, and appropriately shared with internal and external stakeholders
- Collaboration and Teamwork: Works effectively with process design, detailed engineering, operations, and project teams to achieve shared technical and customer objectives
- Strategic and Pragmatic Thinking: Applies sound judgment to assess complex issues, define appropriate ownership, and determine when escalation or support from other functions is required
- Remote Accountability: Maintains ownership of commitments, priorities, and outcomes while working independently across geographically dispersed customer sites and internal teams
- Learning Agility: Quickly develops proficiency in new technologies, processes, and operating environments and applies field learning to improve future performance
- Integrity and Confidentiality: Protects client and Whitefox intellectual property and confidential information, builds trusted professional relationships, and maintains appropriate information boundaries between customer sites
- Whitefox Blueprint: Consistently represents Whitefox's values, professional standards, and safety culture in interactions with customers and external stakeholders
- Initiative/Self Starter: Ability to execute tasks and guide a team with little oversite. Ability to charter a path when the end goal is not 100% clear. Meets new problems with structured solutions and can be counted on keep things moving forward within their ownership. Escalates larger hurdles as needed
- Standard US full-time hours (40 hrs/week)
- Monday to Friday, with the flexibility that a field-based role requires
- Travel within USA: 50%
- Ethanol preferred but not a must
- Plus: Experience managing a client relationship across more than one site
Benefits
- Bonus pay
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
Company Overview