NIDO Group
Website:
nidogroup.net
Company:
https://www.linkedin.com/company/nidoautomation
Industries: Machinery Manufacturing, Automation Machinery Manufacturing, and Warehousing and Storage
Job details:
Technical Support Manager — Key Roles & Responsibilities
Position: Technical Support Manager
Level: Senior Manager / Manager
Reports To: GM – Commercial / Operations & Technical Support
Nature of Opening: New position — capacity addition, not a replacement
Purpose of the Role
To lead technical escalation handling, product/application support, and troubleshooting for installed machines, working alongside the existing Technical Support function to expand coverage capacity and reduce escalation closure times.
Key Responsibilities
1. Technical Escalation Management
- Own L2/L3 technical escalations from field engineers and customers.
- Coordinate with design/engineering teams on unresolved technical issues.
2. Team & Knowledge Management
- Manage and mentor technical support engineers and the reporting Assistant Manager.
- Build and maintain technical documentation, troubleshooting guides, and SOPs.
3. Product / Application Support
- Support pre-sales and post-sales technical queries on machine functionality and retrofit feasibility.
- Drive root-cause analysis for repeat failures and feed learnings into design improvements.
4. Training
- Train field service engineers on new products, retrofits, and technical updates.
5. MIS & Reporting
- Track escalation closure TAT, repeat failure trends, and technical support KPIs.
- Present technical performance reviews to management.
Key KPIs
- Escalation Closure TAT
- First-Time-Fix Rate
- Repeat Failure Rate
- Training Coverage
- Customer Technical Satisfaction
Qualification
- B.E. / B.Tech in Mechanical, Electrical, Electronics, or Mechatronics.
- Additional certifications in PLC/automation preferred.
Experience
- 6–10 years in Technical Support / Service Engineering for conveyor, automation, or material handling equipment.
- Proven troubleshooting experience and team management exposure.
Click on Apply to know more.