COLIN ILAGAN
Fontana,CA
Summary
Dynamic Technical Support Manager with a proven track record at Nihon Kohden America, excelling in process improvement and team management. Experience in root cause analysis and data-driven decision-making. I foster cross-department collaboration to enhance customer satisfaction and operational efficiency. Passionate about mentoring teams and driving service excellence.
Overview
2026
2026
years of professional experience
Work History
Technical Support Manager - PM and Vent
Nihon Kohden America
2025 - Current
- Managed technical support operations for medical device solutions.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Formulated team support strategies and established service goals to enhance efficiency in a high-volume contact center.
- Established continuous improvement initiatives to achieve KPIs.
- Conducted root cause analysis on recurring customer issues to inform service improvements.
- Analyzed customer feedback to identify service enhancement opportunities.
- Worked closely with other departments such as sales, marketing, engineering, finance, and IT to improve customer experience.
- Compiled performance metric reports and presented insights to senior management for informed decision-making.
Technical Support Supervisor
Nihon Kohden America
2018 - 2025
- Supervised technical support team, enhancing service delivery and customer satisfaction.
- Managed ticketing system, improving tracking of support requests and response times.
- Implemented process improvements to streamline support operations and workflows.
- Coordinated with other departments to resolve complex technical issues efficiently.
- Trained staff on troubleshooting techniques and customer service best practices.
- Developed training materials to enhance team knowledge and skills.
- Evaluated staff performance and provided constructive feedback for improvement.
- Ensured compliance with company policies and procedures related to Technical Support operations.
- Analyzed customer feedback data to identify trends and recommend solutions.
- Developed processes and procedures to standardize and improve customer support services.
Technical Support Level II
Nihon Kohden America
Irvine, USA
01.2017 - 01.2018
- Delivered advanced technical support for patient monitoring and server equipment, ensuring optimal functionality
- Resolved complex technical issues, documenting solutions for future reference and knowledge sharing
- Facilitated training for new hires and contributed to SOP creation, enhancing onboarding process
Quality Assurance Specialist
Nihon Kohden America
Irvine, USA
01.2016 - 01.2017
- Monitored CAPAs, non-conforming materials, and failure rates to identify trends and facilitate corrective actions
- Validated compliance with ISO 13485 and CFR 820 standards, contributing to overall regulatory adherence and quality assurance
- Conducted quality inspections on medical equipment prior to deployment, ensuring reliability and safety for end-users
Configuration & Repair Technician
Nihon Kohden America
Irvine, USA
01.2015 - 01.2016
- Configured and repaired medical equipment to meet hospital specifications, ensuring optimal functionality
- Provided on-site hospital support and technical training, enhancing staff proficiency in equipment usage
- Diagnosed equipment issues using specialized testing tools and software.
- Performed repairs on medical devices to ensure compliance with safety standards.
- Collaborated with engineers to improve design and functionality of products.
Carpenter
I.V.C. Carpentry
01.2013 - 01.2015
- Created custom furniture and assisted with CNC programming using CAD to ensure precise designs and quality craftsmanship
- Constructed custom cabinetry and furniture using various wood types and techniques.
- Interpreted blueprints and technical drawings to ensure accurate project execution.
- Operated power tools and hand tools safely and efficiently on job sites.
Store Manager
McDonald’s
01.2009 - 01.2013
- Managed staff, scheduled shifts, controlled inventory, and handled cash operations for three locations.
- Managed daily operations to ensure smooth store functioning.
- Trained and supervised team members on customer service standards.
- Oversaw inventory management and stock replenishment processes.
Education
Electronic Technician -
Southern California Institute of Technology
Anaheim, CASkills
- Technical support operations
- SAP and C4C systems
- Ticketing system management
- Data analysis
- Root cause analysis
- Quality compliance
- Process improvement
- IT budget control
- Performance management
- Team management
- Cross-department coordination
- Team collaboration
- Customer management
Timeline
Technical Support Level II
Nihon Kohden America
01.2017 - 01.2018
Quality Assurance Specialist
Nihon Kohden America
01.2016 - 01.2017
Configuration & Repair Technician
Nihon Kohden America
01.2015 - 01.2016
Carpenter
I.V.C. Carpentry
01.2013 - 01.2015
Store Manager
McDonald’s
01.2009 - 01.2013
Technical Support Manager - PM and Vent
Nihon Kohden America
2025 - Current
Technical Support Supervisor
Nihon Kohden America
2018 - 2025
Electronic Technician -
Southern California Institute of Technology