Investigation Lab Coordinator

Purpose:

The Investigation Lab Coordinator (ILC) plays a key operational role supporting the effectiveness and efficiency of the Investigation Laboratory. This position manages case intake, return logistics, SAP transactions, parts movement, documentation control, and facilitates communication between the investigation team and cross-functional stakeholders.

Additionally, the ILC will support the documentation of the Root Cause Analysis (RCA) in the QMS, close all the relevant complaints after RCA and will make sure subsequent tasks will be assigned to the functional owners based on the RCA. The ILC will report on task completion and Investigation Lab throughput by maintaining relevant KPIs.

The Coordinator ensures that Investigation Engineers can focus on technical work by maintaining organized workflows, ensuring complete case documentation, and keeping the lab operating smoothly and in compliance with quality and safety standards. This role needs to cover both Singapore \& Malaysia plant.

Responsibilities:

Investigation Intake \& Workflow Coordination

• Own the end-to-end intake process for all returned parts, modules, and instruments requiring investigation.
• Validate case completeness upon receipt (return reason, symptoms, attachments, customer notes, part numbers, warranty status).
• Create, update, and maintain SAP records related to RMAs, DOA cases, and investigation statuses.
• Assign and route cases to Investigation Engineers based on priority, system, or product line.
• Track investigation progress, due dates, and escalating delays or issues to the Senior Manager.

Logistics \& Material Handling

• Coordinate with Service Logistics, Warehouse, and Field Service to ensure timely receipt of returned components.
• Manage physical movement, labeling, storage, quarantining, and lifecycle tracking of returned parts and instruments.
• Organize and maintain lab space for optimal workflow, traceability, and 5S readiness.
• Documentation \& Quality Compliance
• Ensure all investigation cases have accurate and complete data, attachments, and traceability in SAP and documentation systems.
• Maintain standardized templates, routing sheets, intake forms, and checklists.
• Support ISO9001 audit readiness through proper records, traceability, and documentation control.
• Ensure disposal, return-to-inventory, or return-to-supplier actions are completed accurately.
• Communication \& Cross-Functional Support
• Serve as the primary administrative contact for investigation status updates to Quality, Field Service, Manufacturing, Supplier Quality, and Logistics.
• Support reporting activities such as weekly dashboards, TAT metrics, and backlog summaries.
• Assign quality tasks to the relevant functional owners based on the RCA outcome.
• Assist in scheduling cross-functional review meetings and RCA discussions.
• Lab Operations \& Safety
• Support calibration, maintenance scheduling, and readiness of lab tools, jigs, and shared equipment.
• Ensure compliance with safety, chemical handling, and PPE requirements.
• Maintain the lab in a clean, organized, and audit-ready state for both Singapore \& Malaysia plant.