Repair Support Technician

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.

Essential Duties and 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.

Pay: $25 an hour plus the potential of a monthly incentive

Schedule: 1st shift

Location: This role is fully remote

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