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. Recent 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 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 mandatory. 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 – Ticketing: has experience working with tickets management systems

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