Remote Technical Support Specialist, Equipment Systems

Air Products and Chemicals, Inc.; Cartersville (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Affordable medical, dental, and vision

401(k) with immediate vesting

Paid vacation, holidays, and sick time

Paid parental leave

Adoption assistance

Health Savings Account

Life Insurance (AD&D)

Employee Assistance Program

Job summary

Air Products is hiring a full-time Technical Service Representative for the Equipment Support Team to deliver remote technical assistance on cryogenic and industrial gas equipment across North America.

You will partner with customers, drivers, Sales, Engineering and other teams to diagnose issues, document findings in SAP, and coordinate timely resolutions. The role requires overnight 10-hour shifts Thursday through Sunday and up to 5% travel.

Qualifications

• High school diploma or equivalent.
• Strong safety and safe work practices.
• Technical, mechanical, equipment maintenance, or troubleshooting experience.
• Excellent written and verbal communication.
• Ability to work across multiple departments and with customers.

Responsibilities

• Provide remote technical troubleshooting and support to customers and internal teams.
• Support the safe, reliable operation of customer equipment.
• 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 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

Strong communication

Customer service

Problem solving

Interdepartmental collaboration

Safety awareness

Independent learning

Organizational skills

Flexible/adaptable

Education

High school diploma or equivalent

Tools

Microsoft Office

SAP

Job description

Air Products is hiring a full-time Technical Service Representative for the Equipment Support Team to deliver remote technical assistance on cryogenic and industrial gas equipment across North America.

You will partner with customers, drivers, Sales, Engineering and other teams to diagnose issues, document findings in SAP, and coordinate timely resolutions. The role requires overnight 10-hour shifts Thursday through Sunday and up to 5% travel.