Remote Repair Tech – Virtual Diagnostics & Warranty

PJ Fitzpatrick; Lancaster (Lancaster County); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance 401(k) with Company Mat

Paid Training

PTO

Floating Holiday

Birthday PTO

Job summary

PJ Fitzpatrick is seeking a remote Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues without on-site visits whenever possible. You will handle claims from initial contact to resolution, coordinating with internal teams and educating customers.

Pay is $25/hr with a potential monthly incentive. This fully remote role offers first shift hours and a comprehensive benefits package after eligibility.

Qualifications

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal communication and customer service skills.
• Ability to explain technical concepts clearly.
• Experience reviewing photos, videos, and visual evidence to diagnose issues.
• Remain calm and professional with escalated customers.
• Strong organizational and time management skills.
• Ability to manage multiple claims with accountability.
• Basic computer skills and searching online for warranty solutions.

Responsibilities

• Promptly contact customers when a warranty or service claim is assigned.
• Identify opportunities to reduce truck rolls and unnecessary visits.
• Review all claim information and prior service history.
• Set clear expectations for diagnostics and resolution process.
• Use remote tools to identify root causes and resolve issues remotely.
• Troubleshoot and resolve service issues without field visits when possible.
• Educate customers on product operation and maintenance that can be done remotely.
• Determine when an in-home visit is necessary and coordinate scheduling.
• Coordinate with Warranty Coordinators to secure service appointments.
• Engage with customers until appointment is scheduled and expectations are clear.
• Maintain detailed documentation of communications and steps taken.
• Follow company policies and warranty guidelines.
• Identify trends and create docs for common non-site issues.
• Support initiatives to reduce claim cycle times and costs.

Skills

Troubleshooting

Verbal communication

Explain technical concepts

Review photos/videos

Remain calm under pressure

Organization & time management

Multi-claim ownership

Basic computer skills

Tools

Excel

Job description

PJ Fitzpatrick is seeking a remote Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues without on-site visits whenever possible. You will handle claims from initial contact to resolution, coordinating with internal teams and educating customers.

Pay is $25/hr with a potential monthly incentive. This fully remote role offers first shift hours and a comprehensive benefits package after eligibility.