Sr. Specialist - Service Operations

Cummins acquired First Mode in 2025, a startup focused on developing battery-hybrid solutions for large mining haul trucks. This role supports the deployment and service operations of First Mode’s hybrid-electric retrofit kits by driving cross-functional coordination, process execution, and organizational alignment.

About the role

The successful candidate will leverage experience with established service and operational processes while adapting them to a lean, agile startup environment. This role coordinates service activities, tracks key initiatives, supports deployment readiness, and helps build scalable service operations as the business grows.

Responsibilities

• Deliver expert technical support on complex and difficult-to-diagnose service issues, minimizing downtime and improving customer satisfaction
• Lead the development and execution of advanced diagnostic and repair plans for both warranty and non-warranty events
• Drive efficient resolution of escalated technical concerns by coordinating with higher levels of support when needed
• Enhance service effectiveness by documenting diagnostic findings and repair actions clearly and accurately in required systems
• Improve service operations by leading diagnostic support and escalation process improvement initiatives
• Strengthen regional technical capability by mentoring and coaching technicians to elevate skill levels and performance
• Support business growth by promoting Cummins service capabilities and programs to increase service-related sales
• Proactively identify and resolve product issues in the field by investigating concerns at customer and dealer locations and distributing key technical communications
• Coordinate service-related activities across Deployment, Engineering, Product, Operations, and Customer teams to ensure alignment and effective execution
• Drive issue management processes (RIG Board – Rapid Information Gathering), including tracking, escalation coordination, action management, and closure follow-up
• Lead service operations reviews and governance routines, ensuring visibility to priorities, risks, and deployment readiness
• Develop and maintain service metrics, dashboards, project trackers, and reporting tools to support data-driven decision-making
• Support the creation and continuous improvement of service processes, procedures, and operational documentation
• Coordinate deployment readiness activities, ensuring appropriate service resources, documentation, and support plans are in place
• Facilitate communication between field teams, engineering, and leadership to ensure timely resolution of operational challenges
• Help establish scalable service operations processes and tools to support future deployments and product growth

Requirements

• Collaborate effectively and communicate clearly across teams and stakeholders to deliver strong customer-focused solutions and shared outcomes
• Navigate complexity with strong diagnostic and technical skills, using service tools, data, and structured troubleshooting to resolve issues accurately and efficiently
• Demonstrate continuous learning, adaptability, and resourcefulness when addressing new challenges and evolving technologies
• Execute with precision by leveraging service systems, documentation, escalation processes, and service capability insights to ensure consistent, high-quality support and continuous improvement across the network

Qualifications

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
• Intermediate level of relevant work experience required; prior experience in a technical role is preferred
• This position may require licensing for compliance with export controls or sanctions regulations

Skills

• Preferred experience in service operations, program management, project coordination, technical support, or a related field
• Strong organizational and project management skills with the ability to manage multiple priorities
• Experience leading cross-functional initiatives and driving alignment across diverse stakeholders
• Excellent communication and stakeholder management skills
• Mining equipment, heavy-duty off-highway equipment, or similar industrial experience
• Familiarity with Cummins service tools, systems, and problem-solving methodologies
• English and Spanish language proficiency preferred

Location

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). 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. Travel may be needed on occasion to support deployment and/or service work. Relocation assistance is not being considered at this time.

Pay

The salary range for this role is $120,000 – $180,000. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience.