Sandeep Reddy Tangella
Hyderabad
Summary
Customer-centric and results-driven Technical Support Manager with over 10+ years of experience in the life sciences industry, specializing in LC-MS/MS (LSMS) and chromatography instruments. Proven leadership in Visual Management & Daily Management (VMDM) practices to drive operational efficiency, reduce costs and optimize field service execution. Strong focus on key account management, customer satisfaction and field team development through training and mentoring. Adept at increasing service revenue, improving part utilization efficiency and boosting engineer productivity. Seeking a Service Manager role to lead people, enhance service delivery, and drive strategic outcomes across the LSMS product line.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Thermo Fisher Scientific India
Hyderabad
10.2024 - Current
- Managed remote technical support and escalation for LSMS product line, ensuring swift resolution of issues.
- Implemented cost-cutting initiatives that reduced man-hours and optimized service routing.
- Drove revenue growth by optimizing part consumption and upselling service components strategically.
- Managed key pharmaceutical accounts to achieve high retention and satisfaction levels.
- Designed structured training programs for field engineers, enhancing first-time fix rates and minimizing repeat visits.
- Fostered accountability and continuous improvement culture across service operations.
Regional Specialist
SCIEX
Hyderabad
10.2015 - 10.2024
- Delivered advanced regional support for entire LCMS portfolio, resolving high-priority escalations from pharma customers.
- Championed VMDM practices to track service KPIs and streamline case handling.
- Reduced repeat service calls and turnaround time through effective field coaching.
- Enhanced predictive maintenance practices, contributing to cost savings and minimizing parts usage.
- Conducted technical sessions and workshops, significantly boosting team competency and customer trust.
- Achieved PSP certification for structured problem-solving.
Customer Support Engineer (ASP)
Agilent Technologies
Hyderabad
12.2013 - 09.2015
- Installed and serviced chromatography instruments for key pharmaceutical accounts.
- Achieved operational accuracy by prioritizing customer-focused service.
- Consistently exceeded client expectations through dedicated support.
Education
Bachelor of Technology - Electrical and Electronics Engineering
SRTIST/JNTUH
Nalgonda, Telangana05.2012
Skills
- Customer Centricity & Pharma Client Engagement
- Key Account & Focus Account Handling
- Visual Management & Daily Management (VMDM)
- Field Productivity & Cost Optimization
- Revenue Growth through Service Efficiency
- Man-Hour Reduction & Part Consumption Control
- Field Engineer Training & Skill Development
- Escalation & Service Excellence Management
- Problem Solving Practitioner (PSP) for Root Cause Analysis
- Leadership Skills: Ability to lead and motivate teams to achieve service goals
- Problem-Solving: Effective at resolving customer issues and operational challenges
- Customer Service Excellence: Focus on delivering high-quality service to enhance customer satisfaction
- Operational Efficiency: Skilled in streamlining processes to improve service delivery and reduce costs
- Team Management: Experience in managing, training, and developing service teams
- Communication Skills: Strong ability to communicate with customers, teams, and stakeholders
- Performance Management: Proven track record of meeting or exceeding service targets and KPIs
- Analytical Thinking: Ability to analyze data to improve service operations and decision-making
Certification
- 3500/4500/5500/6500 Series LC/MS Systems Training Program, Darmstadt, Germany
- Zeno TOF 7600/ X500 QTOF Series MS Training Program, Darmstadt, Germany
- API2000/3000/3200/4000/5000 Series LC/MS Systems Training program, Bangalore, India
- LC-20, LC-20AC/XR, LC30, Exion LC AC and AD systems Training Program, Darmstadt, Germany
- 1100/1120/1200/1220/1260 Series HPLC/UPLC systems Training program, Bangalore, India
Awards
Received the Service Excellence Award in EMEA 2020 from SCIEX Global
Received the Best Engineer award in 2015 from Agilent Technologies, Hyderabad
Technical Expertise
Thermo Orbitrap Exploris 120/240/480, Orbitrap Q Exactive Family and TSQ II series instruments
Sciex API family, Blue line instruments, Zeno TOF 7600, X500 QTOF/TTOF Series,.
HPLC/UHPLC Systems: Vanquish/Vanquish Neo, Ultimate 3000, Agilent 1100/1120/1200/1220/1260 series, Shimadzu LC20, LC-20XR, LC30
GC Systems: Agilent 7890A/B, 6890N, 6850 and HSS 7694E, G1888, 7697, Sampler 80
Software: Open lab EZChrome/Chemstation, Expert 2100, AriaMx 1.0, Analyst, Sciex OS, Chromeleon, X Calibur
Languages
Languages Known: Telugu, Hindi, English
Timeline
Technical Support Manager
Thermo Fisher Scientific India
10.2024 - Current
Regional Specialist
SCIEX
10.2015 - 10.2024
Customer Support Engineer (ASP)
Agilent Technologies
12.2013 - 09.2015
Bachelor of Technology - Electrical and Electronics Engineering
SRTIST/JNTUH
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