Technical Support Lead

Technical Support Lead

Location: Handle multiple Location | Employment: Full-time | Experience: 2–5 years | Department: Technical Operations

Team Size: 3–5 Field Technicians initially

About the Role

We are looking for a Technical Support Head to take complete ownership of the technical operations of our vending machine network. You will manage the field technician team, monitor machine health through our technical dashboard, ensure technical issues are resolved within defined timelines, and support ground operations during installations and go-lives. This role sits at the intersection of technical troubleshooting, field operations, team management, and machine monitoring. You will own the complete technical support cycle: Monitor → Identify → Assign → Troubleshoot → Resolve → Verify → Close.

Team & Scope

• Initially manage a team of 3–5 field technicians; the team will scale as the vending machine network expands.

• Own the technical operations and uptime of all vending machines within the assigned network/region.

• Act as the primary technical escalation point for the ground operations team.

• Coordinate with vendors, suppliers, electricians, installers and internal teams whenever required.

• Build and improve technical maintenance, troubleshooting and escalation processes as the network grows.

1. Manage & Lead the Technician Team

• Manage, supervise and coordinate the field technician team.

• Assign maintenance and breakdown issues based on location, priority and severity. • Plan daily technician visits and ensure critical issues are attended to on time.

• Track technician productivity, response time and resolution time.

• Ensure preventive maintenance is completed as per schedule.

• Train technicians on machine components, troubleshooting and repair procedures.

• Ensure technicians have the required tools, spare parts and technical knowledge.

• Conduct regular performance reviews and identify areas for improvement.

2. Monitor Machine Health & Technical Dashboard

• Continuously monitor the machine monitoring dashboard for technical alerts, offline machines, vending failures and abnormal behaviour.

• Identify machines requiring immediate technical attention and prioritize issues based on severity, downtime and business impact.

• Create/assign tasks for technicians and follow up until resolution.

• Track every issue from detection to closure and ensure no critical issue remains unattended.

• Identify recurring machine-level problems and work towards permanent solutions.

• Analyse technical data to identify patterns and opportunities for preventive maintenance.

3. Ground Team & Go-Live Support

• Provide technical support to the ground operations team during machine-related issues.

• Support new machine installations, commissioning and go-lives.

• Ensure every machine passes required technical checks before going live.

• Coordinate with electricians, installers, operations teams and technicians during installation.

• Troubleshoot technical issues during machine setup and commissioning.

• Support the ground team remotely or on-site during critical technical situations.

• Ensure proper technical handover of machines to the operations team after go-live. 4. Technical Troubleshooting & Escalation

• Troubleshoot motors and motor connections, wiring and electrical connections, SMPS/power supply, sensors and switches.

• Troubleshoot controllers, Raspberry Pi, network/connectivity hardware and other vending machine electronic and mechanical components.

• Guide technicians in diagnosing complex technical problems and identifying root causes.

• Escalate issues requiring specialized engineering support, vendor intervention or major component replacement.

• Maintain a database of common technical issues and their solutions.

• Create and improve troubleshooting SOPs, checklists and escalation processes.

5. Technical Operations & Process Improvement

• Establish preventive maintenance processes to reduce machine downtime.

• Maintain records of breakdowns, repairs, component replacements and recurring failures.

• Identify frequently failing components and recommend improvements.

• Work with product/engineering teams to communicate recurring hardware or software issues.

• Maintain technical documentation for machine components and troubleshooting procedures.

• Develop systems and processes that allow the technical team to scale with the vending machine network.

What We're Looking For

• 2–5 years of experience in technical support, field service, electrical/electronics maintenance, hardware operations or a similar role.

• Experience managing or coordinating a field technician team.

• Strong understanding of electrical and electronic systems.

• Good knowledge of motors, wiring, sensors, switches, power supplies and electronic components.

• Strong troubleshooting and root-cause analysis skills.

• Comfortable working with technical monitoring dashboards and machine-level data. • Strong ownership and follow-through — able to take an issue from detection to resolution.

• Good communication and coordination skills.

• Willingness to travel to machine locations whenever required.

• Comfortable working in a fast-paced, field-oriented environment.

• ITI / Diploma / BTech in Electrical, Electronics, Mechanical or a related field is preferred.

Good to Have

• Experience with vending machines, automated machines, POS systems, ATMs, IoT devices or similar hardware.

• Basic knowledge of Raspberry Pi, controllers and IoT systems.

• Experience using a multimeter and other diagnostic tools.

• Experience with electrical wiring, soldering and basic hardware repair.

• Experience managing technical operations across multiple locations.

• Experience building technical SOPs, escalation matrices or maintenance processes.

• Basic understanding of machine monitoring systems and network connectivity.

Key Performance Metrics

• Machine technical uptime

• Mean Time to Detect (MTTD)

• Mean Time to Resolve (MTTR)

• Technician response time

• Technical issue resolution rate

• Preventive maintenance completion

• Repeat technical failures

• Number of unresolved/aging technical issues

• Technician productivity

• Go-live technical success rate

• Critical issue response and resolution

The Ideal Candidate We are looking for someone who can own technical operations end-to-end. You should be equally comfortable looking at a monitoring dashboard, coordinating with a technician on the ground, troubleshooting a vending machine, and supporting the operations team during a new machine go-live.

The ideal candidate is hands-on, technically strong, organised, proactive and comfortable managing people and field operations. If you enjoy solving real-world technical problems, managing a field team and taking ownership of machine uptime, this role is for you.

• इस फुल टाइम तकनीशियन Job में तकनीशियन में 2 - 5 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।