Technical Service Representative

Air Products; United States; On-site; USD 52,000 - 82,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid time off

Parental leave

Adoption assistance

FSA

HSA

Life Insurance

EAP

Job summary

Air Products is seeking a full-time Technical Service Representative for the Equipment Support Team (EST). You will provide remote technical assistance to customers, delivery drivers, Sales, Engineering, and internal teams across North America.

The role includes overnight hours (four 10-hour shifts Thu–Sun) and up to 5% travel. You will support cryogenic and other advanced systems, ensuring safe, reliable operation and thorough documentation in SAP.

Qualifications

• High school diploma or equivalent required.
• Strong commitment to safety and safe work practices.
• Experience in technical, mechanical, equipment maintenance, operations, or troubleshooting.

Responsibilities

• Provide remote technical troubleshooting and support to customers, drivers, Sales, Engineering, and other internal departments.
• Support safe, reliable, and efficient operation of customer equipment and systems.
• Evaluate incoming technical issues and coordinate appropriate response.
• Troubleshoot equipment and process-related issues by phone using technical resources and data.
• Monitor and document alarms via the Advanced Systems platform.
• Document customer and equipment issues in SAP and other systems.
• Coordinate service requests to ensure completion.
• Process environmental incidents and related requests.
• Respond to Engineering and Sales requests in support of customers.

Skills

Communication

Customer service

Problem solving

Time management

Independent learning

Safety awareness

Organizational skills

Multidepartment collaboration

Education

High school diploma

Tools

SAP

Microsoft Office

Job description

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 CO₂), 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

• 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
• Flexible Spending Accounts (medical, dependent daycare)
• 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 t