KHALIL JOHNSON
Lake Forest,CA
Summary
Results-oriented Manager experienced in medical device repair, quality control, and customer support. Leads teams in managing workloads and overseeing equipment maintenance, calibration, and compliance to enhance operational efficiency. Specializes in operational management and team leadership, utilizing strong communication and problem-solving skills to boost performance and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Service Center Manager
Fisher & Paykel Healthcare
Irvine, California
06.2023 - Current
- Led and developed employees to foster a motivated team and cultivate a high-performance culture.
- Prioritize allocation and monitor workload to ensure procedures are followed and the service department is effectively managed to meet customer needs.
- Ensure all test, loan and trail equipment is repaired, maintained, and calibrated to ensure regulatory compliance and equipment is provided to support sales
- Oversee equipment repair process and equipment performance to ensure repairs conform to product requirements and comply with regulatory standards.
- Provided customers with technical support, advice, and coordinated product training to ensure equipment was maintained and operated correctly.
- Coordinate product recalls and ensure all related documentation is up to date and complete to ensure customer satisfaction action and regulatory compliance
- Management of product evaluation fleet and process to ensure a high standard of customer service
- Manage Service Center Site to ensure all local, state, and FDA requirements are in compliance.
- Lead with CI program for the service Center.
Lead Service Center Technician
Fisher & Paykel Healthcare
Irvine, California
06.2019 - 06.2023
- Supported Service Center Manager in prioritizing, allocating, and monitoring workload to ensure adherence to procedures and effective service delivery to meet customer needs and performance standards.
- Ensured repair, maintenance, and calibration of all test, loan, and trial equipment for regulatory compliance and availability to support sales efforts.
- Inspect, repair and test returned goods and evaluation devices from customers and initiate complaint process where appropriate to ensure equipment is operational and compliant with regulatory standards
- Provided customer with technical support and coordinated product training to ensure equipment was maintained and operated correctly.
- Assist with field corrections by providing technical assistance, advice, and training to ensure products meet regulatory compliance coordination of product evaluation process including scheduling, availability, and follow-ups
- Oversaw inventory management by adhering to company stock organization guidelines, conducting cycle counts, and ensuring accurate billing.
- Lead CI activities for the service Center
Service Center Technician I
Fisher & Paykel Healthcare
Irvine, California
10.2016 - 05.2019
- Complete repairs on FPH equipment and verify equipment performance to ensure repairs conform to product requirements and comply with regulatory standards
- Inspected, repaired, and tested returned goods from customers, initiating complaints as needed to maintain equipment compliance and operational readiness.
- Assist with field corrections by providing technical assistance
- Responded to customer inquiries on frequently asked questions, parts availability, pricing, and manuals to enhance customer satisfaction.
- Pick, pack, ship, and receive evaluation products and customer units for servicing.
- Maintained optimal supply levels to support uninterrupted workflow.
- Assist with inventory management product per company's guidelines.
- Manage some light facilities’ maintenance (replacing light bulbs, inspecting fire extinguishers, etc.).
- Participated in continuous improvement activities for service center to enhance processes and service quality.
Sales and Technical Support
TENEX HEALTH
Lake Forest, CA
07.2014 - 10.2015
- Proctored procedures and provided on-site technical support in operating room or lab setting, ensuring seamless operations and addressing technical issues promptly. Delivered technical support and troubleshooting to customers over the phone, enhancing customer satisfaction and resolving inquiries effectively. Assisted hospital staff with setup and troubleshooting in operating room, contributing to successful procedures and minimizing downtime.
- Evaluated and repaired consoles returned for service or refurbishment.
- Perform inspections to ensure the product conforms to all quality assurance standards.
- Facilitated equipment setup and resolved technical issues for hospital staff in the operating room.
- Documented and highlighted key achievements
- Successfully completed all required medical credentials to work in Hospitals and Operating Rooms.
- Achieved certification in CPR, First Aid, and AED for emergency preparedness
Assembly Technician II
TENEX HEALTH
Lake Forest, CA
01.2013 - 06.2015
- Evaluated, troubleshot, repaired, assembled, and tested the electro-mechanical medical device.
- Assembled and tested Phaco hand piece.
- Managed increased responsibilities as assembly technician, demonstrating adaptability.
- Successfully completed TX console and Vizual certification.
- Trained and assisted employees on multiple console functions, enhancing team capability.
- Executed MAS and ISO data entry, processing production entries and work orders accurately.
- Showcased significant contributions made in various roles.
- Successfully transitioned from a data entry position within the firm.
Shipping & Receiving Clerk
TENEX HEALTH
Lake Forest, CA
08.2012 - 12.2012
- Received and unloaded orders using forklift and pallet jacks; verified items, wrapped, packaged, and shipped orders efficiently.
- Achieved certification in forklift operation.
- Provided data entry for product returns and receipt of goods.
- Select Accomplishments
- Maintained a clean and safe lab environment.
- Provided excellent customer satisfaction
R & D Technician
DEL TACO, INC
Lake Forest, CA
03.2011 - 07.2012
- Prepared food in R & D test lab, collaborating with lab technicians and scientists to develop and formulate new products. Documented and analyzed test results, reporting findings and accurately inputting data from test customers.
- Supported R & D lab in enhancing and creating new food menu items, contributing to product innovation and customer satisfaction.
- Prepared and cooked food for customer testing.
- Maintained sanitation health and safety standards in food work areas.
- Ordered supplies and accepted deliveries.
- Highlighted significant milestones and contributions to team, reinforcing collaborative achievements and project outcomes.
Retail Sales Specialist-Men's Clothing
MACY'S WEST
Laguna Hills, CA
05.2010 - 02.2011
- Achieved 155% of monthly sales objective.
- Number one year to date in department for sales, customer service and loyalty programs.
- Delivered exceptional customer service and product knowledge, enhancing customer experience and encouraging purchases.
- Established connections with customers, leaving a lasting impression of me and Macy's.
- Maintained selling floor presentations and restocked inventory.
- Received new merchandise shipments, and prepared them for the selling floor.
- Used point of sales terminals to ring up customer purchases, make account payment and order merchandise.
- Showcased significant accomplishments
Clean Room/Assembly Technician
MONOBIND, INC
Lake Forest, CA
02.2009 - 08.2009
- Assembled medical diagnostic test kits in clean room, adhering to strict quality and safety protocols.
- Packed medical equipment and test kits for shipping to medical facilities, ensuring timely and accurate deliveries.
- Processed OEM components from inventory to fill product checklist.
- Verified orders, documented shipments, and prepared items for delivery, ensuring accuracy and compliance with shipping standards.
- Worked in cold room pulling materials to fill orders.
- Lifted materials weighing up to 50 pounds and operated pallet jacks in shipping area.
- Processed customer orders in accordance with company guidelines.
- Provided excellent customer satisfaction.
- Select Accomplishments
Sales Representative
COX COMMUNICATION
Irvine, CA
08.2008 - 01.2009
- Sold products and services to customers in Cox retail stores and other retail establishments in Orange County, enhancing customer satisfaction.
- Educated customers on products and services while implementing cross-selling strategies to increase sales.
- Guided customers in the purchase and activation process of Cox product offerings.
- Successfully met company monthly sales objectives.
- Resolved customer service issues using troubleshooting techniques, improving customer retention.
- Handled inbound calls from customers with inquiries or questions on company products or service.
- Possess an understanding and knowledge of emerging technologies.
- Select Accomplishments
Education
Computer Engineering Technologies - Information Technology
ITT Technical
Anaheim, CA01-2009
Child Development & General Studies
Saddleback Community College
01-2002
High School Diploma -
El Toro High School
01-2000
Skills
- Medical Device Assembly
- Quality Control
- Technical Sales Support
- Soldering Experience
- Inventory Management
- Process improvement
- Budget Oversight
- Team leadership
- Staff training
- Coaching and mentoring
- Employee development
- Workforce management
- MS Word, Excel, PowerPoint
- Computer competency
- Effective Communicator
Timeline
Service Center Manager
Fisher & Paykel Healthcare
06.2023 - Current
Lead Service Center Technician
Fisher & Paykel Healthcare
06.2019 - 06.2023
Service Center Technician I
Fisher & Paykel Healthcare
10.2016 - 05.2019
Sales and Technical Support
TENEX HEALTH
07.2014 - 10.2015
Assembly Technician II
TENEX HEALTH
01.2013 - 06.2015
Shipping & Receiving Clerk
TENEX HEALTH
08.2012 - 12.2012
R & D Technician
DEL TACO, INC
03.2011 - 07.2012
Retail Sales Specialist-Men's Clothing
MACY'S WEST
05.2010 - 02.2011
Clean Room/Assembly Technician
MONOBIND, INC
02.2009 - 08.2009
Sales Representative
COX COMMUNICATION
08.2008 - 01.2009
Computer Engineering Technologies - Information Technology
ITT Technical
Child Development & General Studies
Saddleback Community College
High School Diploma -
El Toro High School