Remote Technical Support Engineer — Industrial Equipment

Air Products and Chemicals, Inc.; West Hartford (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance (day one)

401(k)

Paid vacation

Paid parental leave

Adoption assistance

Health Savings Account

Life Insurance

EAP

Job summary

Air Products and Chemicals, Inc. is seeking a full-time Technical Service Representative for the Equipment Support Team. The role delivers remote technical assistance for cryogenic liquid bulk systems, PSA, membranes, Hydrogen refueling stations, and other advanced systems across North America.

The position requires overnight 10-hour shifts Thu-Sun and up to 5% travel. You will work with customers, drivers, Sales, and Engineering to ensure safe and efficient operation and timely issue resolution.

Qualifications

• High school diploma or equivalent.
• Strong commitment to safety and safe work practices.
• Previous technical, mechanical, equipment maintenance, operations, or troubleshooting experience.
• Excellent written and verbal communication skills.
• Strong interpersonal and customer service skills with the ability to work effectively across multiple departments and technical fields.
• Proactive and able to independently learn new technologies, adopting new methods and processes.
• Flexible and adaptable, capable of performing well in a dynamic environment.
• Strong organizational and planning skills with the ability to prioritize and coordinate multiple tasks simultaneously.
• Sound decision-making and problem-solving skills, particularly when handling competing priorities or time-sensitive issues.
• Proficiency with Microsoft Office and the ability to operate efficiently across various PC-based applications and systems.
• Experience with cryogenic liquid bulk apparatus, industrial gas installations, or associated technologies preferred.
• Experience supporting customers or field personnel in a technical environment preferred.
• This is a safety sensitive position.

Responsibilities

• Provide remote technical troubleshooting and support to customers, delivery drivers, Sales, Engineering, and other internal departments.
• Support the safe, reliable, and efficient operation of customer equipment and systems.
• Evaluate incoming technical issues, determine urgency, and coordinate the appropriate response.
• Troubleshoot equipment and process-related issues by phone using available technical resources, procedures, and system data.
• Monitor, respond to, document, and troubleshoot alarms received through the Advanced Systems alarm monitoring platform.
• Create and maintain clear, accurate, and detailed documentation of customer and equipment issues within SAP and other applicable systems.
• Coordinate service requests and follow-up activities to ensure issues are driven through completion.
• Process environmental incidents, product loss credit requests, account inactivation/reactivation requests, and other assigned operational activities.
• Review and respond to requests from Engineering and Sales in support of existing and prospective customers.
• Prioritize multiple issues and service requests to help ensure work is scheduled efficiently and potential product interruptions are minimized.
• Communicate effectively with customers and internal collaborators regarding equipment status, troubleshooting activities, and next steps.
• Complete all tasks in a professional, client-centered fashion that casts the Equipment Support Team and Air Products in a positive light.

Skills

Safety-first mindset

Technical troubleshooting

Customer service

Communication skills

Problem solving

Cross-department collaboration

Microsoft Office

Education

High school diploma

Tools

SAP

Job description

Air Products and Chemicals, Inc. is seeking a full-time Technical Service Representative for the Equipment Support Team. The role delivers remote technical assistance for cryogenic liquid bulk systems, PSA, membranes, Hydrogen refueling stations, and other advanced systems across North America.

The position requires overnight 10-hour shifts Thu-Sun and up to 5% travel. You will work with customers, drivers, Sales, and Engineering to ensure safe and efficient operation and timely issue resolution.