Military Fellowship Program: Service Engineering Product Specialist

Job Summary:

(Must be a current participant in the Hiring Our Heroes Corporate Fellowship Program to apply)

We are seeking a motivated and detail-oriented Service Engineer Product Specialist, who is a current participant in the Hiring Our Heroes Corporate Fellowship Program. This role is ideal for someone with strong project management skills and the ability to effectively communicate progress and updates across teams. The ideal candidate will be proficient in technical writing and data analysis, with hands-on experience using tools such as Power BI and Excel. A key focus of this position is supporting the development of service publications, including the owner’s and maintenance manuals for a new engine platform. While templates are already in place, the candidate will be responsible for enhancing and customizing these documents to ensure they are comprehensive, accurate, and tailored to the platform’s unique features. Additionally, the role involves building and maintaining Power BI dashboards to summarize and visualize service data, enabling better decision-making and operational efficiency. This position offers a unique opportunity to contribute to both technical documentation and data-driven service strategies within a dynamic engineering environment.

In this role you will make an impact in the following ways:

• Lead investigations into product or system problems, identify root causes, and recommend corrective actions.
• Apply structured problem-solving methodologies such as the seven-step approach and tools like the product development roadmap.
• Anticipate potential field issues and deliver robust technical solutions to prevent recurrence.
• Prepare the service channel for new product launches by ensuring availability of parts, tools, accurate diagnostics, and customer care readiness.
• Collaborate with technical experts to drive proactive engineering decisions based on failure analysis and data trends.
• Manage and coach teams on large-scale development or issue resolution projects.
• Independently lead smaller projects or own complex components, systems, or services with high ambiguity and accountability.
• Execute and improve established work processes and systems while developing deeper product and technology knowledge.
• Coordinate work among technicians and student employees, and mentor less experienced engineers.
• Provide technical guidance and influence direction within project teams.
• Operate as a recognized subject matter expert within a specific discipline or product area.

To be successful in this role you will need the following:

• Field Investigation and Support
• Effectively gathers, analyzes, and communicates technical information between internal teams and the service channel. Utilizes structured problem-solving methodologies to resolve product or process issues swiftly and to the satisfaction of customers.
• Product Failure Reporting & Corrective/Preventive Action (CAPA) Systems
• Leads the end-to-end process for capturing, prioritizing, and resolving product failures. Employs cross-functional collaboration, rigorous root cause analysis, failed parts handling, data management tools, and project management practices to enhance product reliability.
• Product Problem Solving
• Applies a structured, customer-focused approach to problem resolution. Identifies assignable causes, implements robust data-driven solutions, and addresses systemic root causes to prevent recurrence and ensure long-term product performance.
• Product Serviceability Requirements & Review
• Develops and publishes clear, safe, and effective service procedures. Ensures that repairable components are accessible and that serviceability is embedded in product design.
• Technical Customer Management
• Serves as the primary technical liaison to customers. Provides engineering documentation, training, and integration support while managing product changes to minimize customer disruption through structured change control and proactive communication.
• Technical Service Information
• Creates and maintains accurate, accessible service documentation and diagnostic tools to enable efficient troubleshooting and repair, maximizing customer uptime and service quality.
• Builds Networks
• Establishes and nurtures strong formal and informal relationships across organizational boundaries to foster collaboration and knowledge sharing.
• Communicates Effectively
• Delivers clear, concise, and audience-appropriate communications across multiple formats, ensur