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