Remote Technical Support Specialist – Overnight

Air Products and Chemicals, Inc.; Dundalk (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with immediate vesting

Paid vacation, holidays, and sick time

Parental leave

Adoption assistance

Health Savings Account

AD&D life insurance

Employee Assistance Program

Job summary

Air Products is seeking a full-time Technical Service Representative for our Equipment Support Team. You will provide remote technical assistance to customers and internal stakeholders, ensuring safe and reliable operation of customer equipment across North America.

The role requires overnight shifts (Thu-Sun) with up to 5% travel and a focus on proactive issue resolution, documentation, and cross-functional coordination.

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

Technical troubleshooting

Customer support

Cross-functional collaboration

Documentation

Education

High school diploma or equivalent

Job description

Air Products is seeking a full-time Technical Service Representative for our Equipment Support Team. You will provide remote technical assistance to customers and internal stakeholders, ensuring safe and reliable operation of customer equipment across North America.

The role requires overnight shifts (Thu-Sun) with up to 5% travel and a focus on proactive issue resolution, documentation, and cross-functional coordination.