A Technical Program Manager oversees all aspects of technical projects for their organization. They focus on overseeing the development, implementation, and delivery of technical solutions or products, often involving software development, hardware engineering, or IT infrastructure. They may be responsible for initiating programs, monitoring their progress, and providing technical support if issues arise.
Supervisor - Digital Service Group (DSG) Amada America, Inc. - 3.5 Buena Park, CA Job Details 23 hours ago Qualifications Knowledge management Committee work Industrial automation Performance improvement leadership Field service Tooling Incident management software Software implementation Process design English Incident Escalation Technical solutions implementation Key Performance Indicators Bachelor's degree Technology management Incident management operations support Leading team collaboration initiatives Infor Software development Design usability Customer service knowledge base Improving incident response processes Operational excellence initiatives Talent career development AI-driven automation Online help documentation Senior level AI strategy Escalation handling Process management Full Job Description
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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
