Director, Field Engineering

Pansophic Learning•Parma, OH

4d•$150,000 - $170,000

About The Position

Pansophic Learning is an education company that strives to provide students and educators exceptional learning solutions that enable them to maximize their success academically and in life, regardless of geographic, financial, or demographic circumstance. These learning solutions include high quality content, technology, teaching and exceptional schools. The Director of Field Engineering is responsible for leading a team of field engineers, managers, and vendor-partners to ensure an optimal support experience for all end users of the Information Technology (IT) organization. We are looking for a passionate IT Leader with a large spectrum of experience working across multiple business verticals in a rapidly evolving environment. You will have the opportunity to improve everyday business processes, challenge the status quo and propose innovative solutions to modernize our approach in several areas of the IT organization.

Requirements

Bachelor's degree or equivalent experience.
Highly organized, able to multi-task, with a high attention to detail and ability to prioritize.
Confident, high-energy, self-motivated and a collaborative team player.
Innovative, persuasive, creative, goal and results oriented, optimistic, smart, value-added mindset, proactive and easily adapts to change.
Have a genuine curiosity in their business partner’s business processes and needs.
Exceptional ability to communicate and foster positive business relationships.
Accountability and personal organization are essential.
Demonstrate leadership qualities and abilities.
Ability to establish milestones and ensure execution is on track.
Ability to analyze and optimize existing processes.
Experience working with senior and executive level business partners.
Patient and active listener.
Ability to pass federal and state criminal background checks (FBI/BCI).
Ability to think independently and contribute to the overall effort.

Responsibilities

Oversee the day-to-day operations of the company’s field engineering support services.
Designs and develops policies and procedures for on-site installation, testing, maintenance, and troubleshooting.
Develops and monitors KPIs for successful performance of all field teams.
Develops procedures, processes, checklists, and identifies tools for field support engineer and manager site visits and environment maintenance.
Optimize the efficiencies of the Field Support Engineers and the department processes.
Build strategic partnerships with vendors and hold them accountable for delivery.
Create and maintain required documentation.
Develop, deploy, and support processes to enable business and school initiatives.
Ensure solutions and processes meet the necessary requirements for security, portability, and performance.
Meet tight business timelines, establish and measure required SLAs.
Work across a multitude of third-party solution providers each fulfilling a portion of the overall service delivery.
Exhibit critical thinking by understanding outcomes and providing direction when there are multiple stakeholders and solutions.
Ensure concise, clear, and regular verbal and written communication between business partners and the IT organization.
Ensure the Field Team adheres to standards established by the IT organization.
Lead, coach, and mentor internal managers and employees, fostering a culture of service excellence, accountability, and continuous improvement.
Oversee performance management, professional development, and succession planning across the team.
Serve as the escalation point for complex or high-impact incidents involving field operations.
Manage contractual relationships with external field service providers, ensuring service-level compliance, timely reporting, and proactive communication.
Develop and execute partner evaluation criteria, scorecards, and improvement plans as needed.
Conduct regular business reviews and ensure vendors deliver consistent, high-quality support aligned with internal standards.
Verify conformance and performance via site inspections and evaluations.
Travel within the state on short notice (50%-80%) and outside the state multiple times each month (20% overnight travel), to visit supported sites.
Mediate, counsel, and empathize with internal and external teams to ensure expectations are exceeded.
Other duties as assigned.