Technical Service Representative

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

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.

Skills

Customer service

Communication

Safety awareness

Problem solving

Interdepartmental collaboration

Education

High school diploma

Tools

SAP

PC-based applications

Microsoft Office

Job description

life insurance, vision insurance, parental leave, sick time, 401(k)

At Air Products, we reimagine what's possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together - where every voice is heard and everyone knows they belong and matter - we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities.

Reimagine What's Possible

Air Products is seeking a full-time Technical Service Representative for our Equipment Support Team. If you take pleasure in addressing technical challenges, helping customers, and operating in a high-energy setting, this opportunity is ideal.

As a Technical Service Representative within the Equipment Support Team (EST), you will provide crucial technical assistance to customers, delivery drivers, Sales, Engineering, and various internal teams across North America.

In this position, you will deliver remote technical assistance and problem-solving for various industrial gas equipment and technologies, including cryogenic liquid bulk systems (LOX, LIN, LAR, MLX, MLN, LHY, and CO), Bulk Gaseous Systems, Pressure Swing Adsorption (PSA), Membranes, Hydrogen Refueling Stations, and other Advanced Systems.

The position requires working overnight hours with four 10-hour shifts scheduled Thursday through Sunday. Because the Equipment Support Team delivers continuous support to customers and operations, being flexible and reliable is vital for success in this role. The role includes up to 5% domestic travel.

What's In It for You:

At Air Products we foster a culture of inclusion where every voice is heard, and everyone feels they belong and matter. Additionally, we offer competitive pay and excellent benefits for our employees. Check out some of our benefits below!

• Affordable medical, dental, and vision insurance available day one of employment
• 401(k) retirement savings plan with immediate vesting of company match and core contributions
• Paid vacation, holidays, and sick time
• Paid parental leave
• Adoption assistance
• Health Savings Account
• Life Insurance (AD&D), Supplemental AD&D
• Employee Assistance Program (EAP)

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.

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.

Join Air Products, where we proudly appreciate the skills, dedication, and leadership that veterans bring. As a veteran-friendly organization, we enthusiastically invite veterans to consider applying for a range of positions within our company. We acknowledge the remarkable strengths and experiences veterans provide, and we cultivate a work environment that respects your service while offering opportunities for professional development!

Founded in 1940, Air Products is a world-leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship. Working together, we are taking our passion and diverse backgrounds forward to reimagine what's possible and generate a cleaner future for our customers, our communities, and the world.We are an Equal Opportunity Employer (U.S.).You will receive consideration for employment without regard to race, color, religion, national origin, age, citizenship, gender, marital status, pregnancy, sexual orientation, gender identity and expression, disability, or veteran status.

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