Remote Warranty Repair Technician

PJ Fitzpatrick, LLC; Lancaster (Lancaster County); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance + 401(k)

Paid Training

PTO

Floating Holiday

Birthday PTO

Job summary

PJ Fitzpatrick, LLC is hiring a Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues remotely, reducing truck rolls and enhancing customer experience.

You will handle claims from initial contact through resolution, coordinating with internal teams and scheduling when field support is required. Remote role with a straightforward, customer-focused process.

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.
• Able to stay calm and professional when handling escalated customer concerns.
• Strong organizational and time management skills.
• Ability to manage multiple claims simultaneously while maintaining ownership.
• Basic computer skills, Excel experience, and ability to search for online warranty solutions.
• Experience with roofing, siding, windows, doors and gutters.

Responsibilities

• Contact customers promptly upon assignment of a warranty or service claim.
• Review scheduled work to identify opportunities to reduce truck rolls.
• Review all claim information including notes, photos, videos, and history.
• Set clear expectations with customers regarding the diagnostic and resolution process.
• Use remote tools to identify root cause of concerns.
• Troubleshoot and resolve service issues remotely when possible.
• Educate customers on product operation and maintenance to avoid site visits.
• Determine when remote resolution is possible vs in-home visit.
• Coordinate with Warranty Coordinators to schedule field support when needed.
• Remain engaged with customers until appointment is scheduled and communicated.
• Maintain detailed documentation of communications, troubleshooting steps, findings and actions.
• Follow company policies, warranty guidelines, and customer service standards.
• Identify trends to support improvements that avoid site visits.
• Support initiatives to reduce claim cycle times and costs.

Skills

Troubleshooting

Excellent communication

Explain technical concepts

Review photos/videos

Remain calm under pressure

Time management

Multitasking

Excel basics

Roofing & siding experience

Job description

PJ Fitzpatrick, LLC is hiring a Virtual Repair Technician (VRT) to diagnose and resolve warranty and service issues remotely, reducing truck rolls and enhancing customer experience.

You will handle claims from initial contact through resolution, coordinating with internal teams and scheduling when field support is required. Remote role with a straightforward, customer-focused process.