Recall and Warranty Manager

About the role

IRBIS, a residential HVAC, plumbing and electrical company in San Jose, is looking for a Recall and Warranty Manager. You will own every return visit after a job – from workmanship recalls to warranty repairs and failed city inspections – ensuring problems are fixed in a single trip and customers stay informed.

Key responsibilities

• Screen each incoming call, verify warranty coverage, review past visits and request photos or videos from the customer.
• Assign the appropriate technician with the correct parts to resolve the issue in one visit.
• Keep customers updated, resolve complaints within approval limits, and escalate high‑value or legal cases.
• File manufacturer warranty claims, manage returned parts, track credits and maintain a stock of common warranty parts.
• Identify root causes of repeat problems, share findings with the install team and implement fixes such as checklists, training and process changes.

Required profile

• Clear, easy‑to‑understand spoken and written English.
• Calm and confident when handling upset customers by phone or email.
• Experience managing people, a team, or customer escalations, or strong transferable skills.
• Ability to make independent decisions and own the results.
• Strong problem‑solving skills with the ability to interpret numbers and turn them into action.
• Meets deadlines without reminders.

Required skills

• Experience with ServiceTitan or another CRM system.
• Proficiency in Google Sheets or Microsoft Excel.
• Familiarity with AI tools for workflow automation.