Manager - Service Engineering

About the role

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.

Responsibilities

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.

• 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

Requirements

To be successful in this role, you will need to 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

Qualifications

A College, university, or equivalent Bachelor's degree in Engineering or appropriate STEM field is required. Post-graduate (Master's) degree relevant to this discipline area may be required for select roles.

• Prior Technical Specialist/Specialist Engineering equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem solving, quality decision making and providing technical direction and leadership to a project team(s)
• Knowledge of MS Office tools is preferred

Skills

• 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

Pay

The salary range for this role is $137,280 - $205,920 per year.