Technical Support Group: Team Lead (ID 1379)

About the role

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 .

What you'll do

• 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
• Take ownership of L2 technical support for live customer accounts and provide onsite support when required
• Establish and enforce the NPD Firewall to protect NPD engineers from routine site firefighting

What you need

• 10–14 yrs of experience
• Troubleshooting
• Hardware
• Root cause analysis
• PLC
• SCADA
• FMEA
• B.Tech or B.E.

Good to have

• Performance management
• Firewalls
• Site execution
• SOP writing