Supervisor - Digital Service Group (Dsg)

ESSENTIAL FUNCTIONS:

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.

Process Design & Documentation

• 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.

Systems & Knowledge Management

• 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.

Collaboration & Continuous Improvement

• 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.

Key Success Metrics

• 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

Leadership & Development

• 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.

NON-ESSENTIAL FUNCTIONS:

• Demonstrate a commitment to an Injury-Free Environment by complying with all aspects of

the corporate environmental, health and safety program.

REPORTING RELATIONSHIP:

• Manager, Digital Service Group

SUBORDINATE STAFF:

• Members of the DSG staff

KNOWLEDGE:

• 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.

SKILLS:

• 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

TRAVEL:

• Minimal, but as needed.

MENTAL ABILITIES:

1. Ability to work harmoniously with others

2. Ability to accept and follow instruction

3. Ability to maintain positive attitude

4. Self-motivated team player and lead with the ability to work in a fast paced, dynamic environment.

WORKING CONDITIONS:

LIFTING: Average Weight: 25 lb. Frequency: Daily