Senior Case Manager, Product Support & Escalations

MIRATECH Corporation; Tulsa (OK); On-site; USD 70,000 - 100,000; Full time

Job summary

MIRATECH Corporation in Tulsa seeks a Case Manager - Product Support to own escalated customer cases for MIRATECH systems, coordinating resources across departments and maintaining communication through case closure.

The role demands technical understanding, strong customer relationships, and disciplined follow-through to ensure system reliability and customer satisfaction. Travel of 10–20% is possible as needed.

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 with attention to detail while understanding the big picture.
• Ability to coordinate cross-functional teams and secure commitments without direct supervisory authority.
• Proficiency with Windows and MS Office applications and AI tools.
• Prior experience using CRM or case-management systems; Salesforce preferred.
• Willingness to travel 10–20%.

Responsibilities

• Assume ownership of escalated Product Support cases and serve as the primary customer contact.
• Partner with product support specialists and other departments to review and investigate cases.
• Schedule and lead internal and customer case-review meetings; document decisions and follow up.
• Maintain complete case records and ensure documentation is current.
• Coordinate required site visits, troubleshooting, and repair activities.
• Monitor case reports and provide updates; escalate barriers and risks.
• Identify warranty, parts, cost, or commercial issues; coordinate with teams and obtain approvals.
• Monitor case/complaint trends to drive process and product improvements.
• Capture lessons learned and coordinate with internal departments.

Skills

Customer mgmt

Cross-functional

Case management

Communication

Project management

Technical aptitude

Education

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

Tools

Salesforce

Microsoft Office

AI tools

Job description

MIRATECH Corporation in Tulsa seeks a Case Manager - Product Support to own escalated customer cases for MIRATECH systems, coordinating resources across departments and maintaining communication through case closure.

The role demands technical understanding, strong customer relationships, and disciplined follow-through to ensure system reliability and customer satisfaction. Travel of 10–20% is possible as needed.