Investigation Lab Coordinator

Overview

The Investigation Lab Coordinator (ILC) plays a vital operational role to enhance the Investigation Laboratory's efficiency and effectiveness. This role manages the complete intake of investigation cases, oversees logistics for returns, handles SAP transactions, organizes parts movement, documents control processes, and acts as a liaison between the investigation team and various cross-functional departments.

Further responsibilities include assisting in documenting Root Cause Analysis (RCA) within the Quality Management System (QMS), ensuring closure of complaints post-RCA, and assigning subsequent duties to the appropriate functional owners. The ILC monitors task completion and lab throughput by tracking key performance indicators (KPIs).

The coordinator’s function ensures Investigation Engineers focus solely on their technical tasks by maintaining streamlined workflows, guaranteeing full documentation, and ensuring smooth, compliant lab operations. Coverage includes both Singapore and Malaysia plants.

Key Responsibilities

• Manage end-to-end intake for all returned parts, modules, and instruments slated for investigation.
• Verify completeness of each case upon receipt, including return reasons, symptoms, attached documents, customer notes, part details, and warranty status.
• Create and maintain accurate SAP records for RMAs, Dead On Arrival (DOA) cases, and investigation updates.
• Distribute and prioritize cases to Investigation Engineers according to product line or system.
• Monitor investigation progress, ensure deadlines are met, and escalate delays or problems to senior management.
• Collaborate with Service Logistics, Warehousing, and Field Service teams to ensure timely arrival of returned components.
• Manage physical handling such as labeling, storage, quarantining, and tracking lifecycle of returned items.
• Maintain lab organization to support optimal workflow, traceability, and a 5S-compliant working environment.
• Ensure all investigation cases have thorough and accurate data, attachments, and traceability within SAP and document control systems.
• Maintain standard templates, intake forms, routing sheets, and checklists.
• Support ISO 9001 audit preparedness by ensuring proper record keeping, traceability, and documentation control.
• Oversee disposal, return to inventory, or supplier return actions accurately and timely.
• Act as main administrative contact for investigation status updates to Quality, Field Service, Manufacturing, Supplier Quality, and Logistics departments.
• Prepare and support reporting activities, including weekly dashboards, turnaround time metrics, and backlog summaries.
• Assign quality-related tasks to functional owners based on RCA outcomes.
• Help coordinate cross-functional review meetings and RCA discussions.
• Support scheduling and maintenance of lab tools, jigs, and shared equipment, including calibration.
• Ensure lab compliance with safety protocols, chemical handling procedures, and personal protective equipment (PPE) requirements.
• Maintain a clean, organized, and audit-ready laboratory environment for both the Singapore and Malaysia facilities.