Remote Technical Support Specialist – Industrial Gas

Air Products and Chemicals, Inc.

Cleveland (OH)

On-site

USD 65,000 - 90,000

Full time

7 days ago

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Benefits offered by this job

Affordable medical, dental, and vision

401(k) retirement plan with immediate

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 seeking a full-time Technical Service Representative for our Equipment Support Team. You will provide crucial technical assistance to customers, delivery drivers, Sales, Engineering, and various internal teams across North America.

The role entails remote technical support for various industrial gas equipment and technologies, with overnight 10-hour shifts (Thu–Sun) and up to 5% travel. Strong safety focus and documentation are essential.

Qualifications

High school diploma or equivalent experience.
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.

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.