Detailed work order timeline, KPIs, and analysis
HIGI LLC • Repair • P4
📍 Edwards Lifesciences CA #1 — One Edwards Way, Irvine CA, 92614
Oct 2, 2025 → Dec 22, 2025
12.22.25 hshaw - missing FSR form with cust signature
12/I16/25 NFloyd - @Rhea - Since Rene Yescas was not allowed on site the last visit and we do not have information regarding why or how we can resolve the issue but we cannot send Rene to either of these sites again unless and until we do.
In the meantime we need to complete the PMs at these sites ASAP. Omar Serrano completed the previous PMs and appears to be open for this entire week. Could you please assign these 2 PMs to Omar and have him retrieve the parts for this from Rene?
12/15/25 RBerry- Chattered: @Nicole Floyd The last time our technician, Rene Yescas, went onsite the site would not allow him access and the contact that we had listed did not answer. This is right next to Rene and he has the parts. I had previously asked the tech sup about reassigning and it did not make sense with it being so close to Rene and him having the parts. I will send an email to Nicole Drost about when to expect a technician. If he is turned away again can we bill for this time?
12/15/25 NFloyd - Per Jerry we do not need to schedule these in advance. Please move forward with scheduling these with a tech ASAP.
12/5/25 Rberry- Escalated WO to account manager. Not sure this is the correct number. It keeps giving a busy tone. Chattered:
@[Nicole Floyd] I have escalated this back to you. I do not think this is the correct number. We keep getting a busy tone.
12/5/25 Rberry- Called 949-250-4879- Busy tone. See logged call on WO-01307542
12/4/25 Rberry- Called 949-250-4879- Busy tone. See logged call on WO-01307542
12/4/25 RBerry- Received teams message from NWillick stating: Stay with Rene, he is out of town for training, and LA is too big to try to swap parts Monday morning.
12/4/25 RBerry- Sent teams message to NWillick stating: Nicholas Willick WO-01307542 and WO-01307538- Both of these repairs are right next to Rene but he does not have availability until next Thursday. Omar has availability on Monday. Can I give these to Omar or would you prefer they stay with Rene? Also just realized that Rene has the parts for these WOs so if we give them to Omar they will need to exchange parts.
12/2/25 NFloyd - New POC details per Jerry:
POC = Nicole Drost is Work: 949-250-4879
Please have the technician arrive to the address (One EdwardsWay, Irvine, CA 92614) and check in with the receptionist.
Tech will need to be escorted in by one of ELS team members. Primary POC is Nicole Drost. Either she will personally escort the techn to the location(s) or she will coordinate an escort.
Please contact Nicole Drost to schedule the tech visit
10-23 NF - We are awaiting an update from Jerry/Higi with confirmation of valid POC and contact info
10-23 Mburris sent chatter to Account Manager...Still no luck on reaching contact WO-01307542 and WO-01307538
10-23 Mburris called site LM on Vmail
10-22 Mburris email sent to POC
10/22 NFloyd - New contact info provided by Jerry:
Email is preferred for these contacts. Contacts are for both locations
Edwards Lifesciences CA #1 and #2
* Mark Arana -- 201.658.8879. -- mark_arana@edwards.com
* Main Contact: Sean April, Cell: 714-264-6285 (leave VM if needed and he should call back when free)
* Backup 1: Rachel Weaver Rachel_Weaver@edwards.com (email is best, but desk number is 949-756-4420)
* Backup 2: Carolyn Long Carolyn_Long@Edwards.com (Fitness Rep, no phone, email is best)
* Backup 3: Ryan McQuater Ryan_McQuater@edwards.com (Fitness Rep, no phone, email is best)
10-15 Mburris called LM on Vmail trying to set appt 949-250-2535
10-15 Mburris WO-01307542 and WO-01307538 there is nothing listed for contacts on these I found a # 800-424-3278 but just getting the run around
10/15/25 RCook- Sent teams chat to MBurris stating: WO-01307542 and WO-01307538 are in reschedule status and are past due. Can you please call the site and schedule a set date and time?
10-15-25 NFLOYD - Notes below from NWillick state reschedule needed but no movement since.
10.10.25- NWillick- RYescas on site 10.09, site contact did not answer and site would not let FSE on site to do repair, rescheduling needed.
10/6/25 RCook- Received text from Rene Yescas asking to move the repairs for this site to Omar because he will not be able to complete these with the inspection he has on his calendar for that day. Per NWillick, instead of giving these to Omar push these out to 10/9/25 since Rene Yescas already has the parts and neither tech will have time to swap parts before 10/8/25.
| Name | Type | Status | Qty | Amount | Date |
|---|---|---|---|---|---|
| WL-02960697 | Parts | Open | 1 | $0.00 | Oct 6, 9:26 AM |
| WL-02960698 | Parts | Open | 1 | $0.00 | Oct 6, 9:26 AM |
| WL-03044321 | Labor | Open | 1.5 | $0.00 | Dec 19, 11:55 PM |
| WL-03044322 | Travel | Open | 42 | $0.00 | Dec 19, 11:55 PM |
| WL-03045050 | Labor | Open | 1 | $0.00 | Dec 22, 10:51 AM |