Manager - Service Engineering

We are looking for a talented Manager - Service Engineering to join our team specializing in Deployment & Field Operations for our First Mode. facility in Seattle, WA.

Cummins acquired First Mode in 2025, a startup focused on developing battery-hybrid solutions for large mining haul trucks. This role will serve as the service manager of First Mode's hybrid-electric retrofit kits while establishing and helping scale the service engineering function to support product deployments.

The successful candidate will leverage experience with established Cummins service processes and tools while adapting them to a lean, agile startup environment. Key responsibilities include developing repeatable deployment and infant-care processes, supporting successful field deployments, and creating the foundation for a scalable service organization.

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

• Serve as the key technical liaison between field service, engineering, quality, and manufacturing to align on product performance and customer needs
• Lead complex, cross-functional investigations to identify root causes of product issues and drive effective, data-informed solutions
• Proactively identify and prioritize product and process risks in the field, delivering both short-term fixes and long-term improvements
• Enhance customer value and uptime by leveraging data analytics to improve product reliability and total cost of ownership
• Drive alignment and consensus among technical experts to implement robust engineering decisions and product resolutions
• Lead and coordinate technical project teams, including managing and coaching small- to mid-sized teams and developing talent
• Advance global processes and systems by leading continuous improvement initiatives across functions and business units
• Provide expert-level guidance in service engineering, mentoring others and supporting large-scale, high-impact issue resolution efforts

• Apply strong field investigation and product problem-solving skills to quickly identify root causes, implement data-driven solutions, and prevent issue recurrence while protecting the customer experience
• Leverage systems thinking and technical expertise to understand complex product interactions, improve serviceability, and develop effective technical service information for the field
• Communicate clearly and build strong cross-functional and external networks to align stakeholders, share insights, and ensure timely resolution of technical issues
• Demonstrate sound decision-making and adaptability in complex, ambiguous environments while continuously improving processes, driving innovation, and enhancing product reliability and customer uptime

• Serve as the Service Manager for First Mode's hybrid-electric retrofit kits, acting as the primary technical liaison for field service teams supporting trials and early mining haul truck deployments
• The ideal candidate is a proactive and resourceful professional who takes initiative, adapts quickly to changing priorities, and thrives in a dynamic environment. They demonstrate a positive and collaborative approach, build strong relationships with customers and stakeholders, and maintain a strong focus on delivering high-quality support and service. Success in this role will require strong problem-solving skills, accountability, effective communication, and the ability to contribute in a fast-paced, growth-oriented setting.
• This position is based at First Mode's Seattle Hub, which includes the manufacturing and engineering facility in Seattle, Washington, and the proving grounds in Centralia, Washington (approximately 1.5 hours south of Seattle center). Travel throughout North and South America to support customer deployments and field operations should be expected
• The hiring manager is open to considering candidates located within a 50-mile radius of either a Cummins location in the Seattle, WA area or the Centralia, WA area, as the business needs of this role can be effectively supported from either location. While candidates residing within these markets are encouraged to apply, relocation assistance is not being considered at this time.
• Lead Service Tier 3/4 field issue resolution, coordinating across engineering, product, manufacturing, program, and operations to deliver timely, effective solutions
• Develop and implement scalable field support models, including issue reporting, triage, escalation, communication, and closure processes
• Establish and maintain service procedures, work instructions, troubleshooting guides, and technical documentation to enable efficient field operations
• Drive adoption of structured problem-solving methodologies (e.g., RCA, Cummins 7-Step) to resolve complex technical challenges and improve reliability
• Partner cross-functionally to align technical responses, deployment readiness, and customer communications, ensuring successful field execution
• Build and scale service engineering capabilities, including repeatable deployment and infant-care processes, to support growth from trials to commercial deployment
• Leverage and adapt preferred Cummins service tools, systems, and best practices within a lean, agile startup environment to support emerging technologies and evolving business needs
• Service engineering, product support, field service, or technical support experience in a complex equipment environment
• Experience supporting customer-facing technical issue resolution and cross-functional problem solving
• Strong understanding of field operations, service processes, and technical documentation
• Demonstrated ability to build or improve service support processes in a dynamic environment
• English and Spanish language proficiency preferred
• Willingness and ability to travel throughout the Americas