Supervisor - Digital Service Group (DSG)

About the role

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.

Responsibilities

• 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.

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.

Knowledge

• Strong technical background in machine tools, industrial automation, controls/software, or related field service environments (prior FSE or equivalent 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.

Schedule

In-office work 5 days a week at the assigned branch office.