Sean Lai
Service Sales And Chief Service Engineer
Hsinchu County,HSZ
Summary
My Top 5 Strengths: Analytical, Responsibility, Restorative, Arranger, Ideation. So I can analyze and assess problems, and subsequently resolve them. To organize teams, allocate tasks, and address various situations through direct and innovative approaches.
Currently serving as the Aerosol team leader and Service sales leader at PMS Taiwan, need to take on performance, customer satisfaction, NPS, and job assignments. I have a sense of responsibility to solve customer issues, to make the whole team grow together, and we share the same glory and shame.
Through the SBS system, internalize continuous improvement as a mindset and response. Life is like boat sailing against the current, sink or swim.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Service Sales
SPECTRIS TAIWAN LIMITED, PMS Taiwan
04.2020 - 09.2024
- Organized promotions to boost Extended warranty sales, achieving 10% growth in recurring revenues.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Demonstrated products to customers, answered questions and redirected concerns to promote merchandise and service sales.
Chief Service Engineer
SPECTRIS TAIWAN LIMITED, PMS Taiwan
04.2013 - 09.2024
- Reduce Loan Item(temporary inventory), AR overdue and continuously strive for improvement.
- Manage service engineer efficiency and improve their skills.
- Lead the Lab to get ISO 17025 certificate.
- To apply SBS(SPECTRIS Business system) and be a part of Taiwan Kaizen team, leading improvement projects.
- Leader Aerosol Team to achieve increase 10% revenue every year since 2016 under hyper competition.
Associate Service Manager
SPECTRIS TAIWAN LIMITED, PMS Taiwan
Hsinchu County, Taiwan
10.2024 - Current
- Lead a 20-member Customer Service team, overseeing performance, training, and operational efficiency.
- Drive customer satisfaction and Net Promoter Score (NPS) improvements through proactive service management.
- Implement Spectris Business System (SBS) methodologies to optimize workflows, reduce turnaround time, and increase service quality.
- Manage departmental KPIs, resource allocation, and cross-functional collaboration to meet organizational objectives.
- Spearheaded initiatives to reduce overdue accounts receivable and enhance extended warranty sales.
Field Service Engineer
Weltall Technology Corporation
09.2012 - 04.2013
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Diffusion Equipment Engineer
Topcell Solar International Co., Ltd
07.2011 - 08.2012
- Diffusion (Tempress system) in Solar process, maintenance, troubleshooting, modify system for improve.
Field Service Engineer
Kromax
10.2010 - 06.2011
- Solar cell diffusion system(Tempress) vender. Customer service and maintenance. •
- New instrument installation, on-site troubleshooting.
Education
Bachelor of Science - Information Technology
Overseas Chinese University
Taichung, Taiwan 09.2009 - 06.2010
No Degree - Information Engineering
Feng Chia University
Taichung, Taiwan 09.2004 - 07.2007
Skills
Managed Services Sales
undefinedAccomplishments
- Maintained Service business CAGR of 10% while consistently achieving planned gross margin targets.
- Improved customer satisfaction index by 15% from 2020 to 2024 through data analysis and targeted actions based on customer feedback metrics.
- Implemented the Spectris Business System (SBS) across Taiwan’s Sales, Service, and Operations teams to enable early problem solving, reduce waste, and improve cross-functional efficiency.
- Achieved and sustained ISO 17025 laboratory accreditation, securing audit approval from key strategic customers.
- Recognized as Outstanding Employee three times within five years and awarded for contributions to improvement initiatives.
Timeline
Associate Service Manager
SPECTRIS TAIWAN LIMITED, PMS Taiwan
10.2024 - Current
Service Sales
SPECTRIS TAIWAN LIMITED, PMS Taiwan
04.2020 - 09.2024
Chief Service Engineer
SPECTRIS TAIWAN LIMITED, PMS Taiwan
04.2013 - 09.2024
Field Service Engineer
Weltall Technology Corporation
09.2012 - 04.2013
Diffusion Equipment Engineer
Topcell Solar International Co., Ltd
07.2011 - 08.2012
Field Service Engineer
Kromax
10.2010 - 06.2011
Bachelor of Science - Information Technology
Overseas Chinese University
09.2009 - 06.2010
No Degree - Information Engineering
Feng Chia University
09.2004 - 07.2007
Similar Profiles
Valerie HsuValerie Hsu
Senior Marketing & Sales Executive at LVMH WATCH & JEWELLERY TAIWAN LIMITED, TAIWANSenior Marketing & Sales Executive at LVMH WATCH & JEWELLERY TAIWAN LIMITED, TAIWAN
Kai Zhun ChenKai Zhun Chen
Financial Crime Compliance Clerk at HSBC Bank (Taiwan) LimitedFinancial Crime Compliance Clerk at HSBC Bank (Taiwan) Limited
YA-HSIEN WANGYA-HSIEN WANG
Intelligent Manufacturing Engineer at Taiwan Semiconductor Manufacturing Company LimitedIntelligent Manufacturing Engineer at Taiwan Semiconductor Manufacturing Company Limited
Chieh Huang Liu (Jay)Chieh Huang Liu (Jay)
Equipment Engineer at Powertech Technology Inc. 力成科技Equipment Engineer at Powertech Technology Inc. 力成科技
HSIAO Ya HuiHSIAO Ya Hui
Administrative Assistant at JOU AND JOU Patent OfficeAdministrative Assistant at JOU AND JOU Patent Office