About this role
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