Technical Support Group Lead (TSG) - Mobile Robotics

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. 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