Customer Service Specialist - Construction

Reports To: Director of Project Management

Blast Resource Group (BRG) is a multidisciplinary engineering, construction, and building solutions company serving industrial, commercial, energy, and government clients throughout North America. Our integrated services include consulting engineering, protective design, pre‑engineered metal building systems, structural steel supply, and construction management. By combining technical expertise with exceptional project execution, BRG delivers innovative, high‑quality solutions that improve safety, reliability, and long‑term value for our clients.

We are committed to developing talented professionals who thrive in a collaborative, fast‑paced environment focused on technical excellence and customer success.

The Customer Service Specialist serves as the primary liaison between BRG and our customers after project material delivery. This role is responsible for managing field issues, coordinating replacement materials, facilitating warranty support, and ensuring timely resolution of customer concerns throughout construction. Working closely with project management, engineering, vendors, and field personnel, the Customer Service Specialist helps deliver an exceptional customer experience while protecting project schedules, budgets, and long‑term client relationships.

• Field Issue Management: Serve as the primary contact for customers regarding field issues involving delivered materials, including shortages, damaged materials, fit‑up concerns, installation questions, and warranty‑related matters.
• Customer Support: Respond promptly to customer inquiries and provide technical guidance to facilitate successful installation and project completion.
• Issue Investigation: Review field reports, photographs, drawings, specifications, and other documentation to determine the root cause of field issues and recommend practical solutions.
• Vendor Procurement & Component Orders: Prepare and place purchase orders with vendors for replacement materials, building components, hardware, and miscellaneous items required to resolve field issues. Monitor order status, expedite deliveries as needed, and coordinate shipments to minimize impacts on the customer's construction schedule.
• Cross‑Functional Coordination: Coordinate with engineering, drafting, fabrication, vendors, logistics providers, project managers, and field personnel to ensure timely and effective resolution of field issues.
• Field Claims Administration: Track, document, and manage field claims from initial notification through final resolution while maintaining accurate records and customer communication.
• Record Keeping: Maintain accurate records within the Company's ERP/project management system, including field issues, warranty claims, procurement status, customer communications, and project documentation.
• Technical Review: Interpret structural, architectural, shop, and erection drawings to evaluate field conditions and identify appropriate corrective actions.
• Site Support: Participate in jobsite meetings, conference calls, and occasional site visits when required to support issue resolution.
• Warranty Administration: Evaluate warranty requests and coordinate corrective actions in accordance with company policies and contractual obligations.
• Continuous Improvement: Identify recurring field issues and recommend improvements to engineering, fabrication, packaging, shipping, and quality control processes to reduce future occurrences.
• Coordination and Reporting: Provide regular updates and reporting to the PM Director regarding field activities, customer concerns, open issues, procurement status, and resolution progress.

• 5–10 years of experience in the construction industry with significant experience in Pre‑Engineered Metal Buildings (PEMB), Structural Steel Buildings, Blast‑Resistant Buildings, and General Construction.
• Strong knowledge of PEMB systems, structural steel, construction sequencing, steel erection, and field installation practices.
• Ability to read and interpret architectural, structural, fabrication, and erection drawings.
• Experience…