Case Coordinator, Product Support

Reports to: Manager of Product Support

Cooperates with: Customers, Engineering, Quality, Sales, Project Management, Field Services

Primary Responsibility: The Case Coordinator - Product Support serves as an initial point of contact for MIRATECH customers with commissioned systems, receiving support calls and inquiries, creating accurate Salesforce case records, and routing documented cases to the appropriate department or assigned resource. This role maintains case information, monitors handoffs and follow-up activity, and generates reports that provide visibility into support workload and responsiveness. The position blends professional communication and organizational skills, customer support, and cross-functional collaboration to ensure customer satisfaction and operational excellence.

Specific Duties and Responsibilities:

• Monitor and manage incoming customer calls, emails, and other designated support channels in a professional and timely manner.
• Gather and record relevant customer information to create and categorize documented case records in Salesforce.
• Distribute and assign documented cases to the appropriate department or resource.
• Generate and prepare reports and summaries related to documented product support cases.
• Monitor assigned cases for pending responses, aging, and overdue actions. Follow up with responsible personnel to escalate, if necessary.
• Provide case activity updates to support planning and management reviews.
• Assist case owners with closure documentation by ensuring resolution notes and required verification are recorded before administrative closure.
• Assist in monitoring case and complaint trends (e.g., issue frequency, resolution time, repeat failures) to identify opportunities for process and product improvements.
• Assist product support team with administrative preparation of product support-related documentation.
• Participate in internal meetings as required and provide documentation-related updates.
• Respond to routine customer status inquiries on open cases and set expectations for next steps and follow-up timing.
• Identify urgent or high-priority issues (e.g., equipment down, safety-related) and escalate immediately per established procedures.
• Maintain accurate and complete case records, including notes, attachments, and handoff history, in Salesforce.
• Help maintain support procedures, contact lists, and routing guidelines so they remain current.
• Support Product Support projects and process improvement initiatives as needed.
• Other administrative duties as assigned.

Qualifications:

• 3-5 years of prior administrative, customer service, or equivalent experience, or a combination of education and demonstrated knowledge, skills, and abilities.
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Excellent verbal and written communication skills.
• Professional, courteous phone and email manner, with the ability to remain calm and solution-focused when assisting frustrated customers.
• Strong clerical and organizational skills.
• Highly organized and detail-oriented while able to understand the "big picture."
• Ability to manage multiple tasks simultaneously while maintaining accuracy.
• Ability to prioritize administrative tasks by urgency and importance.
• Ability to learn technical product terminology; familiarity with industrial, engine, or emissions equipment is a plus.
• Ability to exercise sound judgment, handle confidential information, and follow established processes.
• Ability to work collaboratively across departments.
• Proficiency with Windows and MS Office applications (Word, Excel, PowerPoint, Outlook, Teams).
• Ability to build basic reports and summaries in Excel (e.g., formulas, filters, pivot tables).
• Willingness to learn and responsibly use AI-enabled tools to support reporting and documentation.
• Prior experience using a CRM or case-management system, Salesforce is preferred.