Virtual Repair Tech

About the role

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!

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.
• Cookordinate 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.

Requirements

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal communication and customer service skills.
• Able to explain technical concepts in a clear and understandable manner.
• Experience reviewing photos, videos, and visual evidence to diagnose issues.
• Able to remain calm and professional when handling escalated customer concerns.
• Strong organizational and time management skills.
• Able 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.

Benefits

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance
• 401(k) with Company Match
• PTO (Paid Time Off)
• PTO on Your Birthday