Novus Hi-Tech
Website:
novushitech.com
Job details:
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
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