Lin Yoke Mee has been the Customer Technical Support Team Leader at Fuji Xerox Malaysia Sdn Bhd since September 2011. She is responsible for leading the Singapore team and overseeing the expansion to new regions in Vietnam and Cambodia. Her key responsibilities include achieving resolution targets, collaborating with team members, sharing knowledge, assisting in regional transitions, creating training plans, maintaining customer satisfaction, and providing technical support. She has experience leading printer support teams for multiple regions and has demonstrated strong leadership, teamwork, and multitasking skills over her career.

1. Lin Yoke Mee, updated on 1 March 2015
Company Name: Fuji Xerox Malaysia Sdn Bhd
Position: Customer Technical Support Team Leader
Period: Since September 2011 until present (3 years 6 months)
Job Descriptions
Responsibilities:
- Team leader for Singapore team & upcoming new region of Vietnam and Cambodia.
- Work to achieve maximum resolution volumes for each of the transitioned region.
- Collaborate with the team members to achieve the combined target set for the team
- Leading by example and sharing of knowledge amongst team members, particu larly when no such
information is available in any knowledge base.
- Involvement in projects assigned by the Manager. Work with management team to assist in
transitioning targeted region, operational transitions and functions into the Kuala Lumpur Customer
Technical Support (KL CTS) operation.
- Work with senior technical staff and other resources to create development plans to ensure up to
date and relevant training is delivered to all team members.
- Follow up with feedbacks and voice of customers in daily basic to maintain customer satisfaction.
- Initial point of contact to the team and team member from other region.
- Provide Technical Support for outbound calls to the customers.
- Efficiently and accurately to diagnosis and resolve printing machine/device problems to maximize
device up-time.
- Follow up customer requests and queries in a timely manner (via phone and emails).
- Work closely with the Team Manager from different region.
- Prepare & present the monthly report.
- Organise, training & briefing to the new joiner.
- Perform monthly 1:1 catch up with all team members.
- Performs weekly team meeting.
- To prepare the team working roster to ensure enough support coverage.
Experiences gained:
- Printer Support Engineer & Team leader for Australia, New Zealand, China, Hong Kong, Malaysia &
Thailand region.
- Good team leader, team player & multitasking capabilities.
- Proven initiative and ability to work with minimal supervision.
- Provide leadership, motivational skill and organizational skill to the team.
- Working closely with Team Manager & Human Resources division in staff enrolment process.
- Yearly appraisal to the team members.
- Lead through example for; team work, collaboration, customer first, respect, honesty & integrity
and continuous improvement.
- Work with Department manager and other resources to create and implement a self-development
plan.
- Pioneer team member to the Printer Support Centre team.
- Pioneer team member to the Staff Recreational & Sport of Fuji Xerox Malaysia Sdn Bhd (FXMSB).
- Pioneer team member & Internal Auditor to the ISO 14001 of FXMSB.