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Pansophic Learning · 1 day ago

Director, Field Engineering

Parma, Ohio, United States

Full-time

Onsite

Director/Executive

$150K/yr - $170K/yr

Pansophic Learning is an education company that strives to provide exceptional learning solutions for students and educators. The Director of Field Engineering is responsible for leading a team to ensure optimal support for end users, improving business processes, and fostering innovation within the IT organization.

EdTechEducation

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

Qualification

Process OptimizationVendor ManagementLeadershipCommunication SkillsProject ManagementMulti-taskingAnalytical ThinkingAttention to DetailTeam CollaborationActive Listening