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 sys

📌 Technical Support Group: Team Lead (India)
🏢 MarketScope
📍 India