Case Manager, Product Support

MIRATECH Corporation•Tulsa, OK

About The Position

The Case Manager - Product Support manages escalated customer support cases involving commissioned MIRATECH systems. As the accountable case owner and primary customer contact, this role establishes resolution plans, coordinates resources across departments, monitors progress, and maintains clear communication through verified case closure. The position manages multiple complex cases, addresses barriers to resolution, and ensures actions and outcomes are documented. It combines technical understanding, customer relationship management, disciplined follow-through, and cross-functional collaboration to support system reliability, customer satisfaction, and operational excellence.

Requirements

Bachelor's degree in Mechanical, Electrical, or Chemical Engineering, or a related engineering discipline.
6–10 years of relevant experience in project management, customer support case management, or equivalent knowledge, skills, and abilities.
Excellent verbal and written communication skills.
Proven ability to manage multiple complex customer issues or projects simultaneously.
Highly organized and detail-oriented, with the ability to understand the big picture.
Ability to coordinate cross-functional teams, secure commitments, and resolve barriers without direct supervisory authority.
Proficiency with Windows and MS Office applications, including Word, Excel, PowerPoint, Outlook, and Teams, as well as AI tools.
Ability to travel 10–20%.

Nice To Haves

Prior experience using a CRM or case-management system; Salesforce is preferred.

Responsibilities

Own escalated Product Support cases and serve as the primary customer contact.
Partner with Product Support technical specialists and other departments to review and investigate cases while retaining case ownership.
Schedule and lead internal and customer case-review meetings; document decisions and action items, confirm commitments, and follow up with responsible personnel through completion.
Maintain complete case records covering customer communications, action plans, ownership, risks, and resolution progress; work with the Case Coordinator to keep case information and supporting documentation current.
Coordinate required site visits, troubleshooting, and repair activities with internal parties and the customer.
Monitor product support case reports and summaries, provide case activity updates, and escalate unresolved barriers and critical risks for management reviews.
Identify warranty, parts, cost, or commercial issues affecting resolution and coordinate with the responsible teams; track commitments and obtain required approvals before communicating scope, cost, or schedule changes.
Assist in monitoring case and complaint trends, such as issue frequency, resolution time, and repeat failures, to identify opportunities for process and product improvements.
Capture lessons learned and coordinate follow-up with internal departments.
Maintain familiarity with MIRATECH products and uphold safety, quality, and documentation standards.
Perform other related duties as assigned.