- 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 system commissioning.
- Minimum 3 years of engineering team leadership experience, including hiring, capability building, and performance management.
- B.E./B.Tech in Electronics, Electrical, Mechatronics, Computer Science, or related engineering discipline.
- Experience with AMR/AGV systems or complex automation systems such as PLC, SCADA, and motion control.
- Strong technical depth across mechanical, electrical, controls, and software domains.
- Hands-on experience in field engineering, commissioning, troubleshooting, and customer-site support.
- Robust experience in root-cause analysis and structured problem-solving, including 5-Why, Fault Tree Analysis, and FMEA.
- Proven ability to build, lead, skill, and develop an L2 technical support engineering team.
- Experience managing technical relationships with industrial customers, including handling escalations and dissatisfied customers.
- Experience working at the interface between field support and NPD/product development.
- Experience with ticket-management systems and Kanban-based work management.
- Strong understanding of technical support triage and escalation management.
- Excellent customer-facing technical communication and stakeholder-management skills.
- Strong ability to work in ambiguous, fast-changing, and under-resourced environments.
- High ownership, execution bias, integrity, analytical thinking, and problem-solving ability.
- Ability to establish structure and processes where the TSG function is still being built.

Key Technical Skills

- Robotics / AMR / AGV

- Industrial Automation
- PLC / SCADA / Motion Control

- L2/L3 Technical Support
- System Integration & Commissioning

- Root Cause Analysis
- 5-Why / FMEA / Fault Tree Analysis
- Hardware & Software Troubleshooting

- Field Failure Diagnosis
- Validation & Testing

- Ticketing / Kanban
- Cross-functional Engineering

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