Recall and Warranty Manager

IRBIS is a residential HVAC, plumbing, and electrical company in San Jose. The Recall and Warranty Manager owns every return visit after a job: workmanship recalls, warranty repairs, and failed city inspections. You make sure each problem gets fixed in one trip, customers stay informed and happy, and the same problems stop coming back. You work on your own, make decisions, and report the numbers every week.

✅ WHAT YOU WILL DO:

1. Own every recall, warranty, and inspection correction job from the first call until it is closed.
2. Screen each call before sending a technician. Check warranty coverage, past visits, and what we installed. Ask for photos or videos, and walk the customer through simple checks like the filter, fuse, and breaker.
3. Assign the right technician with the right parts so the job gets fixed in one visit.
4. Keep customers updated and resolve complaints yourself within your approval limits. Escalate only high dollar or legal cases.
5. Offer repair options and memberships, and collect the service fee on calls not covered by warranty.
6. File manufacturer warranty claims, return parts, and track every credit until it is received. Keep common warranty parts in stock.
7. Find the root cause of repeat problems, share it with the install team, and put fixes in place like checklists, training, and process changes.

✅ WHAT WE ARE LOOKING FOR:

1. Clear, easy to understand English, spoken and written.
2. Calm and confident with upset customers on the phone and by email.
3. Experience managing people, a team, or customer escalations, or strong transferable skills.
4. Makes decisions on their own and owns the result.
5. Strong problem solver who can read numbers and turn them into action.
6. Meets deadlines and follows through without reminders.
7. Comfortable with ServiceTitan or another CRM, Google Sheets or Excel, and AI tools.
8. HVAC, plumbing, or home services experience is a plus, not required.

✅ WORKING CONDITIONS:

1. Working hours: 07.00 pm-04.00am.
2. Work for the American market.
3. Work in a rapidly developing company.