Virtual Repair Tech

Pj Fitzpatrick•Lancaster, PA

1d•Remote

About The Position

For over 40 years, P.J. Fitzpatrick has been helping homeowners protect, improve, and transform their homes with high-quality remodeling solutions. As a growing, employee-focused company, we’re committed to developing our people, rewarding performance, and creating opportunities for long-term career growth. Join a team where your hard work matters and your success has no limits! The PICC Virtual Repair Technician (VRT) is responsible for providing remote technical support to customers with warranty and service-related concerns. The primary objective of this role is to accurately diagnose and resolve issues without requiring an in-home technician visit whenever possible. Through phone calls, photo review, video conferencing, and customer education, the VRT works to reduce unnecessary truck rolls while delivering an exceptional customer experience. The VRT owns each assigned claim from initial customer contact through final resolution. This includes setting expectations, conducting remote troubleshooting, coordinating with internal departments, documenting findings, and ensuring customers have a clear path to resolution. When an in-home visit is required, the VRT remains responsible for coordinating the transition and ensuring the customer is scheduled before the interaction is concluded.

Requirements

Strong troubleshooting and problem-solving abilities.
Excellent verbal communication and customer service skills.
Ability to explain technical concepts in a clear and understandable manner.
Experience reviewing photos, videos, and visual evidence to diagnose issues.
Ability to remain calm and professional when handling escalated customer concerns.
Strong organizational and time management skills.
Ability to manage multiple claims simultaneously while maintaining ownership and accountability.
Basic computer skills, Excel experience, and the ability to search for online solutions for warranty claims.

Responsibilities

Contact customers promptly upon assignment of a warranty or service claim.
Review scheduled work to identify opportunity to save truck rolls to reduce goodwill and out of scope appointments.
Review all available claim information, including customer notes, installation records, photos, videos, and prior service history.
Establish clear expectations with customers regarding the diagnostic and resolution process.
Utilize phone calls, FaceTime, video conferencing, photos, and other remote diagnostic tools to identify the root cause of customer concerns.
Troubleshoot and resolve service issues remotely whenever possible to eliminate unnecessary technician visits.
Educate customers on product operation, maintenance requirements, and corrective actions that can be performed without a field visit.
Determine when a service concern can be resolved remotely versus when an in-home technician visit is required.
Coordinate with Warranty Coordinators and scheduling teams to secure service appointments when field support is necessary.
Remain engaged with the customer until an appointment is scheduled and expectations have been clearly communicated.
Maintain detailed and accurate documentation of customer communications, troubleshooting steps, findings, resolutions, and next actions.
Follow all company policies, warranty guidelines, and customer service standards.
Identify trends and recurring issues that may indicate product, installation, or process concerns. Create documentation to support common issues that do not require jobsite visits.
Support departmental initiatives focused on reducing claim cycle times, improving customer satisfaction, and minimizing operational costs.