Supervisor - Digital Service Group (DSG)

• 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.

• Manager, Digital Service Group

• 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