Supervisor - Digital Service Group (DSG)

Job Title

Digital Tools & Technology Enablement

Lead the selection, implementation, configuration, and continuous improvement of remote diagnostics platforms, remote-in tools, and supporting software. Drive the development and optimization of AI agents and automation within the INFOR Velocity Suite, including portal-triggered Service Articles and email-to-incident workflows. Evaluate and recommend additional call-center, incident-response, or knowledge-management technologies as needed.

Design, document, and refine end-to-end processes for remote diagnostics, incident handling, knowledge capture, and handoffs between Call Center / Division Service Admins, Area Service Managers, and the DSG. Establish clear procedures, playbooks, and standards that support consistent, high-quality remote resolution. Ensure every resolved remote incident contributes to the knowledge base through Service Article creation or updates.

Own the technical integrity and usability of knowledge systems and Service Articles used by the DSG. Partner with IT, software support, and other internal stakeholders to ensure tools and data flows support efficient remote support operations. Monitor tool performance and user adoption; drive improvements that increase remote resolution rates and reduce average handle time.

Work in close partnership with the DSG Manager to ensure technology and process capabilities align with people development and operational goals. Participate in the DSG Steering Committee and contribute to SLA definition, escalation protocols, and performance metrics. Support the controlled pilot and subsequent scaling of the DSG by refining tools and processes based on real-world results. Provide input on job descriptions, career paths, and capability requirements for DSG roles as the group grows.

Contribution to first-contact resolution rate and percentage of issues resolved without field dispatch. Adoption and effectiveness of remote tools and AI agents. Quality and growth of the Service Article / knowledge base. Process compliance and reduction in average handle time for remote-supported incidents. This role includes a formal mentoring relationship with the DSG Manager. Progress on both the DSG technology/process roadmap and the individual's development will be reviewed monthly with senior service leadership.

In-office work 5 days a week at the assigned branch office. English speaking during an emergency and while performing job duties where there is potential for an emergency. This does not apply to casual conversations between employees while not performing a job duty.

Manager, Digital Service Group

Members of the DSG staff

Strong technical background in machine tools, industrial automation, controls/software, or related field service environments (prior FSE or equivalent experience highly preferred). Demonstrated experience implementing or optimizing remote support tools, knowledge systems, or AI/automation platforms. Proven ability to design, document, and continuously improve operational processes. Bachelor's degree preferred, or an equivalent combination of education and practical experience, in related discipline.

Comfort working at the intersection of technology, process, and service delivery. Strong collaboration and communication skills; ability to work effectively with field leadership, IT, and cross-functional partners. Self-directed, results-oriented, and capable of owning complex initiatives with clear accountability.

Minimal, but as needed.

Ability to work harmoniously with others. Ability to accept and follow instruction. Ability to maintain positive attitude. Self-motivated team player and lead with the ability to work in a fast paced, dynamic environment.

LIFTING: Average Weight: 25 lb. Frequency: Daily

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