Reports to: Manager of Product Support
Cooperates with: Customers, Engineering, Quality, Sales, Project Management, Operations, Field Services
Primary Responsibility: The Case Manager - Product Support is responsible for managing escalated customer support cases involving commissioned MIRATECH systems. This role serves as the accountable case owner and primary customer contact, establishing resolution plans, coordinating resources across departments, monitoring progress, and maintaining clear communication through verified case closure. The position manages multiple complex cases, addresses barriers to resolution, and ensures that actions and outcomes are documented. The role combines technical understanding, customer relationship management, disciplined follow-through, and cross-functional collaboration to ensure system reliability, customer satisfaction, and operational excellence.
Specific Duties and Responsibilities:
- Assume ownership and serve as the primary customer of escalated Product Support cases.
- Partner with Product Support technical specialists and resources from other departments to review and investigate cases while maintaining 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 of customer communications, action plans, ownership, risks, and resolution progress while working 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 associated commitments and obtain required approvals before communicating scope, cost, or schedule changes.
- Assist in monitoring case and complaint trends (e.g., issue frequency, resolution time, 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.
Qualifications:
- Bachelor's degree in Mechanical, Electrical, 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 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%