Director, Field Engineering

About the Opportunity

We believe that every child should be able to be anything they want in life regardless of their birthplace and circumstances. Ron Packard CEO & Founder

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.

Responsibilities:

• Oversee the day-to-day operations of the companys 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.

Qualifications:

• Bachelors 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 partners 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.

Our Benefits:

Life benefits time & peace of mind

• Paid time off

• Retirement contributions

• Optional Basic Life and AD&D insurance

• Voluntary life insurance (employee spouse child)

• Discounted childcare at Early Learning Academies locations

Health benefits stay well & thrive

• Medical dental and vision insurance

• Employee Assistance Program

• Voluntary short-term disability insurance

• Voluntary long-term disability insurance

Career benefits keep growing

• Career advancement opportunities throughout Pansophic Learning and our strong network of 4000 instructors and education professionals

EQUAL EMPLOYMENT OPPORTUNITY

It is our policy to abide by all federal state and local laws prohibiting employment discrimination based solely on a persons race color religious creed sex national origin ancestry citizenship status pregnancy childbirth physical disability mental and/or intellectual disability age military status veteran status (including protected veterans) marital status registered domestic partner or civil union status familial status gender (including sex stereotyping and gender identity or expression) medical condition genetic information sexual orientation or any other protected status except where a reasonable bona fide occupational qualification exists.

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