TECHNICAL SUPPORT GROUP LEAD (TSG)

Scope and Key Responsibilities
The role has five distinct responsibility areas, listed in order of priority for the first 180 days.

A. TSG / L2 Leadership — Building the function
– Define the TSG — what it is, what it is not, what L2 means in the MR context. Communicate clearly internally.
– Own the work prioritisation for TSG. Define and enforce the triage decision tree: what TSG resolves, what goes to back-office SWAT, what goes to NPD only under exception.
– Set performance standards and review cadence for the TSG team. The leader is accountable for the group's output, not just their own technical contribution.

B. Running Lane — Immediate recovery (first 30–90 days)
– Take immediate ownership of L2 technical support for live accounts.
– Conduct issue classification: product-defect vs site-execution. Route each correctly and confirm routing with PMO within 30 days.
– Provide direct L2 field support for I&C; escalations — be present at site when required.
– Build and deploy the dispatch software support capability within TSG




– Complete deferred validation at live accounts under controlled conditions
– Deploy customer-confidence communication protocol with Site Incharges

C. NPD Firewall — Guardian of the platform franchise
– Own and enforce the NPD Firewall from day 1.
– Negotiate the firewall boundary with NPD leadership and engineering
– Over time, build TSG capability so the number of legitimate exceptions declines to near-zero.

D. Validation Capability — Two-tier gate contribution
– Partner with V&V; / Quality gate owner to understand the standard-track validation requirements for the two-tier pre-ship gate.
– Ensure TSG engineers are certified to run standard-track validation for each robot family they support.
– Feed custom-track validation gaps (where product fell outside standard paths) back to Design and Controls for root-cause correction.

E. Current Lane — Process and lifecycle support
– Represent TSG in the I-C-R-H lifec

📌 Technical Support Group lead (Gurugram)
🏢 Novus Hi-Tech
📍 Gurugram