Remote Virtual Repair Technician (Warranty & Service)

PJ Fitz; Lancaster, Northern (Lancaster County, KY); Hybrid; USD 52,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance 401(k) with Company Map

Paid Training

PTO

Floating Holiday

PTO on your Birthday

Job summary

P.J. Fitzpatrick is seeking a Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues remotely, minimizing on-site visits. You will guide customers through remote troubleshooting via phone, video, and photos while coordinating with internal teams.

This fully remote role emphasizes excellent communication, fast issue resolution, and detailed documentation. A strong eye for process improvement helps reduce cycle times and costs while maintaining high customer

Qualifications

• 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.

Skills

Troubleshooting

Customer service

Explain technical concepts

Review photos/videos

Calm under pressure

Organizational skills

Time management

Manage multiple claims

Basic computer skills

Excel experience

Online warranty searches

Job description

P.J. Fitzpatrick is seeking a Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues remotely, minimizing on-site visits. You will guide customers through remote troubleshooting via phone, video, and photos while coordinating with internal teams.

This fully remote role emphasizes excellent communication, fast issue resolution, and detailed documentation. A strong eye for process improvement helps reduce cycle times and costs while maintaining high customer