Remote Technical Support Specialist Industrial Gas Systems

Air Products and Chemicals, Inc.; Wichita (KS); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) retirement savings with company

Paid vacation and holidays

Parental leave

Adoption assistance

Health insurance

Life Insurance (AD&D)

Job summary

Air Products and Chemicals, Inc. seeks a Technical Service Representative for the Equipment Support Team to provide remote troubleshooting and support for cryogenic and industrial gas equipment across North America.

The role requires overnight 10-hour shifts (Thu-Sun) and up to 5% travel, with a focus on safety and reliable operations. The position emphasizes collaboration with Sales, Engineering, and other departments, documentation in SAP, and customer-focused service in a fast-paced,

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.
• 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-conscious

Technical troubleshooting

Communication

Customer service

Multidepartment collaboration

Problem solving

Organizational skills

Time management

Adaptability

Decision making

Education

High school diploma or equivalent

Tools

Microsoft Office

SAP

Job description

Air Products and Chemicals, Inc. seeks a Technical Service Representative for the Equipment Support Team to provide remote troubleshooting and support for cryogenic and industrial gas equipment across North America.

The role requires overnight 10-hour shifts (Thu-Sun) and up to 5% travel, with a focus on safety and reliable operations. The position emphasizes collaboration with Sales, Engineering, and other departments, documentation in SAP, and customer-focused service in a fast-paced,