Remote Technical Support Specialist – Equipment Systems

Air Products and Chemicals, Inc.

Huntsville (AL)

On-site

USD 65,000 - 95,000

Full time

6 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with immediate vesting

Paid vacation/holidays/sick time

Paid parental leave

Adoption assistance

Health Savings Account

Life Insurance

Employee Assistance Program

Job summary

Air Products and Chemicals, Inc. is seeking a full-time Technical Service Representative for the Equipment Support Team in North America.

You will provide remote technical assistance for cryogenic liquid bulk systems, PSA, membranes, H2 refueling stations, and other advanced systems, with overnight 4x10 hour shifts (Thu–Sun) and up to 5% travel. You will collaborate with customers, drivers, Sales, Engineering and internal teams to troubleshoot issues, document activities in SAP, and coordinate

Qualifications

High school diploma or equivalent experience.
Experience with technical troubleshooting or field service is a plus.
Strong written and verbal communication skills.

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.