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