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 resolvedwithout 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-supportedincidents

  Leadership & Development

• This role includes a formal mentoring relationship with the DSG Manager.Progress on both the DSG technology/process roadmap and the individual’sdevelopment 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 ispotential for an emergency. This does not apply to casual conversations between employeeswhile not performing a job duty.

  NON-ESSENTIAL FUNCTIONS:·       

• Demonstrate a commitment to an Injury-Free Environment by complying with all aspects ofthe 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 fieldleadership, IT, and cross-functional partners• Self-directed, results-oriented, and capable of owning complex initiatives withclear 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