Recall and Warranty Manager

About the role

The Recall and Warranty Manager owns every return visit after a job – from workmanship recalls and warranty repairs to failed city inspections. You ensure each problem is resolved in a single trip, keep customers informed and satisfied, and prevent recurring issues.

Key responsibilities

• Own each recall, warranty, and inspection correction from the initial call to closure.
• Screen calls, verify warranty coverage, review past visits, and request photos or videos.
• Guide customers through simple checks (filter, fuse, breaker) before dispatch.
• Assign the appropriate technician with the right parts to achieve a one‑visit fix.
• Update customers, resolve complaints within approval limits, and escalate high‑value or legal cases.
• Offer repair options, memberships, and collect service fees for non‑warranty calls.
• File manufacturer warranty claims, return parts, and track credits until received.
• Maintain a stock of common warranty parts and identify root causes of repeat problems, sharing fixes with the install team.

Required profile

• Clear, easy‑to‑understand spoken and written English.
• Calm and confident when handling upset customers by phone or email.
• Experience managing people, teams, or customer escalations, or strong transferable skills.
• Ability to make independent decisions and own the outcomes.
• Strong problem‑solving skills, able to interpret numbers and act on them.
• Reliably meets deadlines without reminders.
• Comfortable using ServiceTitan or another CRM, Google Sheets or Excel, and AI tools.
• HVAC, plumbing, or home‑services experience is a plus.

Required skills

• ServiceTitan
• CRM platforms
• Google Sheets
• Excel
• AI tools