Customer Engineer (Coordinator)

About Willow

Willow is building the leading Operational AI platform for the built world. We help owners and operators of large, complex environments better understand, manage, and optimize their buildings and infrastructure by connecting physical, operational, and human data into a unified digital foundation. Our platform enables customers to move from fragmented systems and reactive workflows to smarter operations, better decision-making, and meaningful financial and operational outcomes.

We are at an important stage of company growth: scaling commercial momentum, increasing operating rigor, and building the foundation for long-term category leadership.

About the Role 

This role plays a critical part in delivering Willow's Digital Twin platform to customers. Working closely with project and team leads, you will help drive successful deployments, coordinate cross-functional activities, and ensure high-quality outcomes. This role offers the opportunity to grow and nurture strategic customer accounts and directly contributing to Willow's long-term growth and expansion. 

Our ideal candidate is a self-starter with a demonstrated record of successfully coordinating complex, cross-functional projects to achieve desired outcomes. Previous experience working across subject matter areas where you may or may not be an expert will also be key to success.

Standout candidates will have a proven ability to understand and explain complex technical content to enable internal and external teams to arrive at appropriate decisions. This is an individual contributor role (not a people-management position) that sits within our Customer Engineering (CE) department, and it will require the ability to collaborate across cross-functional teams to support deployment efforts, build strong internal working relationships, and manage stakeholder expectations.

Responsibilities:

• Help build and set up Digital Twins for our clients by working directly on live deployment projects
• Use your knowledge of building systems (HVAC, BMS, electrical, and mechanical) to help process and validate data
• Work with 3D building models (such as Revit or Navisworks) to understand building layouts and support accurate Digital Twin creation, while analysing large datasets using tools like Excel to identify issues and ensure data accuracy
• Work closely with teammates across different departments to help set up and support system integrations.
• Use AI tools to speed up data processing, documentation, and problem-solving, while staying open to learning and adopting new tools and technologies as they become available.
• Ensure the Team Leader is informed on progress, issues, risks and blockers on a daily basis to enable accurate deliverable management
• Engage with Willow’s Product and Engineering team to improve product capabilities and roadmap

What we are looking for:

• 3+ years’ experience in MEP / building services engineering, Building Automation Services, or project/program coordination, ideally in a SaaS or technology-enabled services business
• An MEP engineering background (mechanical, electrical and/or plumbing), specifically control and monitoring within the built environment, is highly valued
• A solid understanding of typical building technology systems such as HVAC controls, Building Management Systems (BMS), lighting controls, energy metering networks, IT/OT/IoT devices and networks, and access control and security technologies
• 3D modeling / BIM experience is highly regarded and a significant plus — exposure to authoring or review tools such as Revit, Navisworks or Archicad.
• Comfortable using or learning AI tools like Claude to improve productivity
• Strong communication skills — able to explain things clearly and simply to teammates
• Strong data analysis skills, with the ability to interpret and work across large, disparate datasets (e.g. using Excel, SQL or similar tools) to draw out insights and inform decisions
• A positive attitude, enthusiastic, flexible, energetic and highly motivated