Field Support Technical Manager (MaRS)

Everforth ECS is seeking a Field Services Technical Support Manager to work at the USPS Maintenance and Technical Support Service Center (MTSC) in Norman, OK office.  This role will support the Matrix Regional Sorter (MaRS) maintenance and technical support efforts.  Please Note: This position is contingent upon additional funding.

This position oversees the 24-hour technical support team or the US Postal Service's Matrix Regional Sorter (MaRS) technology.  It manages daily technician schedules, optimizes service delivery, mentors staff, and handles escalated customer support issues.  Additionally, it oversees equipment maintenance, and troubleshooting, and ensures high levels of service quality and customer satisfaction.  This role also develops, trains on, and manages maintenance, troubleshooting and repair processes and procedures.

• →Team Leadership & Management: Supervise, train, and mentor a team of field support technicians; conduct performance reviews and manage staffing/recruitment.
• →Operations & Scheduling: Coordinate daily field service activities, dispatch workflows, route optimization, and work-order management to ensure rapid response times.
• →Customer Relations: Serve as an escalation point for complex technical or customer complaints; build and maintain strong relationships with key clients.
• →Quality & Performance Metrics: Monitor key performance indicators (KPIs) such as first-time fix rates, mean time to repair (MTTR), and customer satisfaction scores (CSAT).
• →Budgeting & Resources: Manage departmental budgets, overtime tracking, tools/equipment inventory, and vendor or parts coordination.
• →Compliance & Safety: Enforce company safety policies, OSHA regulations, and quality management standards across all field environments.
• →Determine and recommend which products and services best support the USPS's MaRS technologies.
• →Become familiar with USPS equipment servicing and engineering concepts, practices, and procedures (focusing on the new MaRS machines).
• →Rely on experience and judgement to guide, plan and facilitate equipment maintenance, repair and troubleshooting.
• →Perform a variety of maintenance, installation and repair related tasks.
• →Lead and direct the work of others.
• →Use a wide degree of creativity and latitude in execution of duties.
• →Typically reports to a manager or head of a unit/department.

• Education: Bachelor’s degree in Engineering, Business Management, Information Technology, or a related technical field (or equivalent practical experience).
• Technical Skills: Strong background in electromechanical systems, hardware/software troubleshooting.
• Software Proficiency: Experience with Field Service Management (FSM) software and the Microsoft Office Suite. [1, 2]
• Core Competencies: Exceptional communication, organization, and problem-solving skills.
• License/Travel: Valid driver’s license and willingness to travel to customer sites or regional offices as needed.
• US citizen or Green Card Holder and must be able to obtain a Public Trust clearance.
• Must be willing to travel for training, site visits, and related business needs.
• Be available for off-hours calls if necessary to support operations and resolve urgent issues.