Director, Field Engineering

Job Description

Job Description

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 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.

Qualifications :

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 4,000+ 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 person's 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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