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Technical Support Group: Team Lead (ID 1379)

Location
Gurugram
Workplace
On-site
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About this role

  • Build, lead, and continuously improve the Technical Support Group (TSG/L2) function for the Mobile Robotics business.
  • Own the technical resolution of L2 field issues and act as the interface between I&C/L1 field teams and NPD/Engineering.
  • Define and implement the TSG scope, mandate, RACI, triage process, and work-prioritization framework.
  • Develop the TSG headcount plan, hire engineers, and establish skilling and certification programs.
  • Take ownership of L2 technical support for live customer accounts and provide onsite support when required.
  • Classify field issues as product defects vs. site-execution issues and route them to the appropriate engineering/support team.
  • Establish and enforce the NPD Firewall to protect NPD engineers from routine site firefighting.
  • Manage and document all exceptions requiring NPD involvement and ensure proper escalation governance.
  • Build TSG capability for standard-track validation before products are dispatched to customer sites.
  • Ensure TSG engineers are certified to perform validation across supported robot families.
  • Define and implement the L1 → L2 escalation protocol, including escalation triggers, response times, and resolution ownership.
  • Develop SOPs, troubleshooting playbooks, and knowledge-management systems for recurring field issues.
  • Conduct root-cause analysis and feed recurring issues back to Design, Controls, Quality, and Engineering teams.
  • Work closely with I&C, Quality/V&V, Design, Controls, SWAT, PMO, and NPD teams to resolve complex issues.
  • Communicate technical issues and recovery plans clearly to customers and internal stakeholders.
  • Track TSG performance through metrics such as issue resolution, escalation reduction, validation sign-off, customer NPS, and I&C savings.


    • Requirements

    • 10–14 years of experience in industrial automation, robotics, or complex electromechanical systems integration.
    • Minimum 4–5 years of experience in L2/L3 escalation management, field applications engineering, technical support, or complex system commissioning.
    • Minimum 3 years of engineering team leadership experience, including hiring, capability building, and performance management.
    • B.E./B.Tech in Electronics, Electrical, Mechatronics, Computer Science, or related engineering discipline.
    • Experience with AMR/AGV systems or complex automation systems such as PLC, SCADA, and motion control.
    • Strong technical depth across mechanical, electrical, controls, and software domains.
    • Hands-on experience in field engineering, commissioning, troubleshooting, and customer-site support.
    • Strong experience in root-cause analysis and structured problem-solving, including 5-Why, Fault Tree Analysis, and FMEA.
    • Proven ability to build, lead, skill, and develop an L2 technical support engineering team.
    • Experience managing technical relationships with industrial customers, including handling escalations and dissatisfied customers.
    • Experience working at the interface between field support and NPD/product development.
    • Experience with ticket-management systems and Kanban-based work management.
    • Strong understanding of technical support triage and escalation management.
    • Excellent customer-facing technical communication and stakeholder-management skills.
    • Strong ability to work in ambiguous, fast-changing, and under-resourced environments.
    • High ownership, execution bias, integrity, analytical thinking, and problem-solving ability.
    • Ability to establish structure and processes where the TSG function is still being built.

    Key Technical Skills

    • Robotics / AMR / AGV
    • Industrial Automation
    • PLC / SCADA / Motion Control
    • L2/L3 Technical Support
    • System Integration & Commissioning
    • Root Cause Analysis
    • 5-Why / FMEA / Fault Tree Analysis
    • Hardware & Software Troubleshooting
    • Field Failure Diagnosis
    • Validation & Testing
    • Ticketing / Kanban
    • Cross-functional Engineering


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