Field Support Technical Manager (MaRS)
About The Position
Everforth ECS is seeking a Field Services Technical Support Manager to work at the USPS Maintenance and Technical Support Service Center (MTSC) office in Norman, Oklahoma. The position supports maintenance and technical support for the U.S. Postal Service’s Matrix Regional Sorter (MaRS) technology and is contingent upon additional funding. The manager oversees the 24-hour MaRS technical support team, including technician schedules, service delivery, staff development, escalated customer issues, equipment maintenance, troubleshooting, and service quality. The role develops, trains staff on, and manages maintenance, troubleshooting, and repair processes and procedures. It also involves determining which products and services best support USPS MaRS technologies, performing maintenance and repair tasks, and leading the work of others. The position typically reports to a manager or head of a unit or department. The role is based at the USPS MTSC office in Norman, OK, and requires travel to customer sites, regional offices, and training as needed. The manager must be available for off-hours calls when necessary to support operations and resolve urgent issues. Candidates must be able to obtain a USPS Public Trust clearance, which requires U.S. citizenship or permanent resident status and passing an in-depth background check.
Requirements
- Bachelor’s degree in Engineering, Business Management, Information Technology, or a related technical field, or equivalent practical experience.
- Strong background in electromechanical systems and hardware/software troubleshooting.
- Experience with Field Service Management (FSM) software and the Microsoft Office Suite.
- Exceptional communication, organization, and problem-solving skills.
- Valid driver’s license.
- Willingness to travel to customer sites or regional offices as needed, including for training and site visits.
- U.S. citizen or Green Card holder and able to obtain a USPS Public Trust clearance, including passing an in-depth background check.
- Available for off-hours calls if necessary to support operations and resolve urgent issues.
Responsibilities
- Supervise, train, and mentor field support technicians; conduct performance reviews and manage staffing and recruitment.
- Coordinate daily field service activities, dispatch workflows, route optimization, and work-order management to support rapid response times.
- Serve as an escalation point for complex technical problems and customer complaints, and maintain relationships with key clients.
- Monitor performance indicators, including first-time fix rates, mean time to repair (MTTR), and customer satisfaction scores (CSAT).
- Manage departmental budgets, overtime tracking, tools and equipment inventory, and vendor or parts coordination.
- Enforce company safety policies, OSHA regulations, and quality management standards across field environments.
- Determine and recommend products and services that best support USPS MaRS technologies.
- Become familiar with USPS equipment servicing and engineering concepts, practices, and procedures, with a focus on MaRS machines.
- Use experience and judgment to guide, plan, and facilitate equipment maintenance, repair, and troubleshooting.
- Perform maintenance, installation, and repair tasks.
- Lead and direct the work of others.
- Develop, train staff on, and manage maintenance, troubleshooting, and repair processes and procedures.
- Be available for off-hours calls when necessary to support operations and resolve urgent issues.
- Travel to customer sites, regional offices, training, and other business needs as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
