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