Technical Support Manager — Key Roles & Responsibilities

Position: Technical Support Manager

Level: Senior Manager / Manager

Reports To: GM – Commercial / Operations & Technical Support

Nature of Opening: New position — capacity addition, not a replacement

Purpose of the Role To lead technical escalation handling, product/application support, and troubleshooting for installed machines, working alongside the existing Technical Support function to expand coverage capacity and reduce escalation closure times.

Key Responsibilities

1. Technical Escalation Management

- Own L2/L3 technical escalations from field engineers and customers.
- Coordinate with design/engineering teams on unresolved technical issues.

2. Team & Knowledge Management

- Manage and mentor technical support engineers and the reporting Assistant Manager.
- Build and maintain technical documentation, troubleshooting guides, and SOPs.

3. Product / Application Support





- Support pre-sales and post-sales technical queries on machine functionality and retrofit feasibility.
- Drive root-cause analysis for repeat failures and feed learnings into design improvements.

4. Training

- Train field service engineers on current products, retrofits, and technical updates.

5. MIS & Reporting

- Track escalation closure TAT, repeat failure trends, and technical support KPIs.
- Present technical performance reviews to management.

Key KPIs

- Escalation Closure TAT
- First-Time-Fix Rate
- Repeat Failure Rate
- Training Coverage
- Customer Technical Satisfaction

Qualification

- B.E. / B.Tech in Mechanical, Electrical, Electronics, or Mechatronics.
- Additional certifications in PLC/automation preferred.

Experience

- 6–10 years in Technical Support / Service Engineering for conveyor, automation, or material handling equipment.
- Proven troubleshooting experience and team management exposure.

📌 Technical Support Manager (Mumbai)
🏢 NIDO Group
📍 Mumbai