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.

- 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. – Design and agree the TSG headcount plan with Manish and Biren — initial team size, skill profiles, hiring timeline.

– Own the work prioritisation for TSG.

Define and enforce the triage decision tree: what TSG resolves, what goes to back-office SWAT (Ashfaq's team), what goes to NPD only under exception.

– Build a skilling and certification path for the team — what does an L2-certified TSG engineer look like? Define, publish, and track.

– 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.

– Eventually transition the TSG under Shailesh Sule (Customer Success / Ops Head) as the function matures.

- Running Lane — Immediate recovery (first 30–90 days)

– Take immediate ownership of L2 technical support for live accounts: TEPL, Visteon, DICV, CAT. – Conduct issue classification: product-defect vs site-execution. Route each correctly and confirm routing with PMO (Sameer) 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 — this is a specific gap identified in the value stream.

– Complete deferred validation at live accounts under controlled conditions — document what was skipped and run the protocols.

– Deploy customer-confidence communication protocol with Site Incharges — time-bound recovery plans that rebuild trust.

- NPD Firewall — Guardian of the platform franchise





– Own and enforce the NPD Firewall from day 1. The rule: Physical-AI NPD engineers are not available for site firefighting except under a controlled, senior-approved, time-capped, and logged exception.

– Negotiate the firewall boundary with NPD leadership and engineering — get explicit agreement on what constitutes an 'exception' and what the approval chain is.

– Log every NPD-to-site pull, every exception, every time the firewall holds. Report drain visibility to Manish and Shailesh monthly.

– Be the person who says 'no' on behalf of NPD — absorb the escalation pressure so NPD does not have to.

– Over time, build TSG capability so the number of legitimate exceptions declines to near-zero.

- Validation Capability — Two-tier gate contribution

– Partner with Anand (V&V; / Quality gate owner) to understand the standard-track validation requirements for the two-tier pre-ship gate. – Build TSG as the execution arm of standard-track validation — the team that conducts quick incoming checks vs known-good baseline for all standard products.

– 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 (Adrian) and Controls (Sourabh) for root-cause correction.

- New Lane — Process and lifecycle support

– Represent TSG in the I-C-R-H lifecycle RACI — define clearly where L2/TSG sits in the Install, Commission, Ramp-up,



and HyperCare phases. – Partner with Chetan Sharma (I&C;) to define the L1 → L2 escalation protocol: what triggers escalation, expected response time, and resolution ownership.

– Build knowledge management within TSG — structured capture of field issues, resolutions, and root causes. Feed recurring patterns to Design, Controls, and Quality for prevention.

– Develop TSG SOPs and resolution playbooks for the most common field scenarios. Reduce dependency on individual knowledge.

Education

– B.E. / B.Tech in Electronics, Electrical, Mechatronics, Computer Science, or a related engineering discipline.

– Post-graduate qualification in engineering or management is a plus but not required.

Experience

– Total experience: 8–14 years in industrial automation, robotics, or complex electromechanical systems integration.

– Field engineering / technical support: minimum 4–5 years in an L2 or L3 escalation management, field applications engineering, or complex system commissioning role.

– Team leadership: minimum 3 years leading an engineering team — hired people, set standards, managed performance.

– Product knowledge: deep familiarity with AMR or AGV systems, or equivalent complex automation (PLC/SCADA/motion control). Robotics-specific knowledge strongly preferred.

– Customer-facing experience: managed technical relationships with industrial customers under delivery pressure. Has delivered a credible recovery plan to a dissatisfied customer.

– NPD / engineering interface: has experience working at the boundary between field support and product development — knows how to escalate correctly without pulling the whole team.

– Ticketing: has experience working with tickets management systems — knows how to manage a team under kanban process.

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