Summary
Overview
Work History
Education
Skills
Timeline
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Santoshkumar Upadhya

Bengaluru,Karnataka

Summary

Seasoned Service Management Professional with 20+ years of experience in the analytical instruments industry, specializing in strategic field service leadership, technical support, and customer satisfaction across the APAC region. Proven track record of enhancing service efficiency, revenue, and compliance while leading installations and innovative product solutions. Expert in HPLC, ESI-IT, ESI-TOF, MALDI TOF/TOF, MRMS, and Nano LC technologies. Strong team leader with deep cross-functional and multicultural collaboration experience.

Overview

26
26
years of professional experience

Work History

APAC Regional Specialist – MALDI-TOF & Biopharma Technical Manager

Bruker India Scientific Pvt. Ltd.
Bangalore
01.2019 - Current
  • Spearhead MALDI & ESI-TOF service initiatives across APAC with full technical ownership.
  • Build and mentor the regional core technical team for MALDI and Biopharma clients.
  • Deliver product training at regional demo labs and remotely resolve escalations.
  • Drive MALDI imaging setup and provide technical training for advanced users.
  • Represent APAC in global Customer Advisory Team (CAT) meetings.
  • Ensure smooth technical knowledge transfer across teams.

Country Service Manager

Bruker India Scientific Pvt. Ltd.
Bangalore
07.2015 - 12.2018
  • Directed India-wide service operations with P&L responsibility while supporting APAC regions.
  • Enhanced service delivery through CRM integration, installation scheduling, and spare part management.
  • Streamlined service processes under FCPA compliance, improving client satisfaction.
  • Generated revenue via strategic service contracts tailored to market needs.
  • Optimized inventory planning through SAP and Export Control Screening.

Service Manager-South and West

Bruker Daltonics India Pvt. Ltd.
Bangalore
07.2008 - 06.2015
  • Managed service operations across South and West India; led installations of high-end LC/MS/MS systems.
  • Executed IQ/OQ/PQ validations; ensured compliance in regulated environments.
  • Supervised training programs for engineers and provided global online support.
  • Maintained high-quality support for LC, CE, and MS peripherals.

Service Manager

Labmate Asia Pvt. Ltd.
Bangalore
11.2003 - 06.2008
  • Oversaw installations and maintenance of mass spectrometers, Flow Cytometers, dHPLC, and more.
  • Coordinated engineer dispatch and maintained service logs for factory communications.
  • Drove after sales and service revenue through timely installations and support.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Analyzed service reports to identify areas of improvement.

Service Engineer

Wipro Biomed
Bangalore
01.1999 - 10.2003
  • Delivered installation and support for HP/Agilent GC and HPLC instruments (6890, 1100/1200 series).
  • Managed troubleshooting and preventive maintenance to ensure uptime and compliance.

Education

MBA - Supply Chain & Materials Management

ISTM
Mumbai

Diploma in Electronics & Communication Engineering -

SVP College
Kumta, Karnataka

Skills

  • MALDI TOF/TOF

  • ESI-TOF

  • IT MS

  • Biopharma Compass Workflow

  • MALDI Imaging

  • SAP

  • Salesforce

  • CRM Tools

  • Escalation handling

  • Biopharma

  • Proteomics

  • Regulatory Training

Timeline

APAC Regional Specialist – MALDI-TOF & Biopharma Technical Manager

Bruker India Scientific Pvt. Ltd.
01.2019 - Current

Country Service Manager

Bruker India Scientific Pvt. Ltd.
07.2015 - 12.2018

Service Manager-South and West

Bruker Daltonics India Pvt. Ltd.
07.2008 - 06.2015

Service Manager

Labmate Asia Pvt. Ltd.
11.2003 - 06.2008

Service Engineer

Wipro Biomed
01.1999 - 10.2003

MBA - Supply Chain & Materials Management

ISTM

Diploma in Electronics & Communication Engineering -

SVP College

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