Technical Support Group: Team Lead (ID 1379)

• 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.
  
• Strong 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