Technical Support Group lead (Mobile Robotics)

Novus Hi-Tech; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Novus Hi-Tech seeks a senior engineering leader to build and run the TSG/L2 function, owning escalation management, field support, and NPD interfaces. You will define clear triage, set performance standards, and drive rapid recovery for live accounts.

You will partner with V&V and Design to strengthen validation gates, reduce exceptions, and develop SOPs and playbooks for common field scenarios. 8–14 years in industrial automation is preferred.

Qualifications

• BE/BTech in Electronics, Electrical, Mechatronics, CS or related field.
• 8–14 years in industrial automation, robotics or complex electromechanical systems.
• Minimum 4–5 years in L2/L3 escalation management or field apps engineering.
• 3+ years in engineering team leadership with performance management.
• Deep familiarity with AMR/AGV or similar automation domains.
• Strong customer-facing experience under delivery pressure.

Responsibilities

• Lead the TSG/L2 function design and governance for the first 180 days.
• Own L2/field support for live accounts and issue routing.
• Define and enforce NPD firewall and integration with design teams.
• Establish validation gates with V&V and ensure standard-track validation.
• Create SOPs, knowledge capture, and playbooks for field scenarios.

Skills

Escalation management

Team leadership

AMR/AGV systems

Field engineering

Customer relationships

L2/L3 escalation

Education

B.E./B.Tech in Electronics/Electrical/Mechatronics/CS

Tools

Ticketing systems

Job description

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. 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 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