08 set - Italia
Pansophic Learning
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. 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. Develop,
deploy, and support processes to enable business and school initiatives. Work across a multitude of third-party solution providers each fulfilling a portion of the overall service delivery.
Ensure concise, clear, and regular verbal and written communication between business partners and 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
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Pricewaterhousecoopers