Senior Case Manager, Product Support

MIRATECH Corporation; Tulsa (OK); On-site; USD 70,000 - 110,000; Full time

Job summary

MIRATECH Corporation is seeking a Case Manager - Product Support to own and drive escalated customer support cases for MIRATECH systems. You will coordinate with engineering, QA, sales, and project management to establish resolution plans and ensure timely closure.

Responsibilities include leading case reviews, maintaining records, coordinating site visits, and communicating progress to customers while upholding safety, quality, and compliance standards.

Qualifications

• Bachelor's degree in Mechanical, Electrical, Chemical Engineering, or related field.
• 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 while able to understand the 'big picture.'
• Ability to coordinate cross-functional teams, secure commitments, and resolve barriers without direct supervisory authority.
• Proficiency with Windows, MS Office applications (Word, Excel, PowerPoint, Outlook, Teams), and AI Tools.
• Prior experience using a CRM or case-management system, Salesforce is preferred.
• Able to travel 10-20%

Responsibilities

• Own escalated Product Support cases as primary customer contact.
• Coordinate with Product Support and other departments to review cases while maintaining case ownership.
• Schedule and lead internal and customer case-review meetings; document actions and follow up.
• Maintain complete case records and update progress with Case Coordinator.
• Coordinate required site visits, troubleshooting, and repair activities.
• Monitor case reports; provide updates and elevate unresolved barriers and risks for reviews.
• Identify warranty, parts, or cost issues and coordinate with responsible teams; obtain approvals for changes.
• 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.

Skills

Communication skills

Multitasking

Organization

CRM/Salesforce experience

Cross-team coordination

Education

Bachelor's degree in Mechanical, Electrical, Chemical Engineering, or related

Tools

Windows

MS Office (Word, Excel, PowerPoint, Outlook, Teams)

CRM / Salesforce

AI Tools

Job description

MIRATECH Corporation is seeking a Case Manager - Product Support to own and drive escalated customer support cases for MIRATECH systems. You will coordinate with engineering, QA, sales, and project management to establish resolution plans and ensure timely closure.

Responsibilities include leading case reviews, maintaining records, coordinating site visits, and communicating progress to customers while upholding safety, quality, and compliance standards.