Technical Support Group Lead (TSG) - Mobile Robotics

Novus Hi-Tech; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Novus Hi-Tech is hiring a Technical Support Group Lead to build and lead the TSG, owning triage and escalation for live industrial automation accounts. The role requires 8–14 years in robotics/automation, with strong field engineering, L2/L3 experience, and customer-facing delivery skills.

You will define TSG scope, set performance standards, and collaborate with PMO, Design, and Quality to improve issue resolution and prevent recurrence. Location is on-site in Haryana (Gurugram region).

Qualifications

• Total 8–14 years in industrial automation, robotics or complex electromechanical systems integration.
• Field engineering or technical support with 4–5 years in L2/L3 escalation management or complex commissioning.
• Experience leading an engineering team for at least 3 years.
• Deep familiarity with AMR/AGV systems or similar automation, PLC/SCADA/motion control; robotics knowledge preferred.
• Customer-facing with delivery-pressure experience and credible recovery plans.

Responsibilities

• Define and build the Technical Support Group (TSG) function and lead the team.
• Own work prioritisation and triage rules for TSG; decide escalation paths.
• Set performance standards and cadence for team output and accountability.
• Take immediate ownership of L2 live-account support and field escalations.
• Classify issues (product-defect vs site-execution) and route with PMO within 30 days.
• Develop and deploy dispatch software support capability within TSG.
• Protect platform integrity by enforcing NPD Firewall from day 1.
• Collaborate with I-C-R-H lifecycle and establish L1→L2 escalation protocols.
• Build knowledge management, SOPs and resolution playbooks for common scenarios.

Skills

Field engineering

L2/L3 escalation

Team leadership

AMR/AGV knowledge

Robotics

Customer facing

NPD interface

Ticketing systems

Education

B.E./B.Tech in Electronics

B.E./B.Tech in Electrical

Mechatronics

CS/Computer Science

Post-graduate qualification a plus

Job description

Technical Support Group Lead (TSG)

Scope And Key Responsibilities

• 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.
• 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
• 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.
• 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.
• 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.