Air Products and Chemicals, Inc., a Fortune 500 industrial gas company, has an immediate opportunity for an Equipment Response Center - Maintenance Technician!

If you enjoy working with customers, can troubleshoot system issues, & resolve problems, we have a position for you on our Equipment Support Team based at our Corporate Headquarters in Allentown, Pennsylvania.

This position provides 24/7 maintenance support to an existing customer base by responding to incoming calls at a centralized call center, the Equipment Support Team (EST) Desk. The technician uses their equipment and process knowledge to help troubleshoot customers’ systems and resolve problems. They also respond to alarms received at the EST Desk which monitor Advanced Assets. Additionally, the technician will detect, respond, and resolve operating performance issues with asset monitoring equipment connected to our Transcend System. This position utilizes SAP to log and schedule work for maintenance technicians as necessary.

This robust team works a flexing rotating 10-hour schedule (a weekend rotation schedule ~every 9 weeks).

The EST Desk technician is part of a team that is responsible for the day-to-day phone/technical support of the Customer Base, Field Technicians, Engineering, Sales, Logistics, and on-going maintenance programs. The technologies supported by the team includes standard Liquid Nitrogen (LIN)/ Liquid Oxygen (LOX)/ Liquid Argon (LAR) Systems, medical-grade O2 Systems, Carbon Monoxide (CO), Carbon Dioxide (CO2) systems, Bulk Helium (BHe), Liquid and Gaseous Hydrogen (LHY and BHY) and systems, pump systems, Hydrogen Energy Fueling Systems (HES), and PSA/Membranes. The position includes telemetry and PLC alarm monitoring/rectification of over 500 Customer Engineering Advanced Systems (Pressure Swing Adsorption ‘PSA’, Membranes, HES, and Pumping Systems). This is accomplished through management of a list of trouble tickets, some of which are automatically created based on system detection of faults, and others of which are manually created based on requests from the client or other groups. Resolution also requires complete, accurate, and readable documentation of issues in the trouble ticket system. This position could assist drivers with delivery issues that could include tank or equipment on trailer used to pump off product. It also processes required repairs identified by an AP driver during a delivery. This could be a phone call from the driver while at the customer site or submitted electronically through our internal systems.

This position identifies opportunities for revenue generation by understanding what is included in the scope of the contract and requesting purchase orders when work is outside of scope or caused by customer. The position also updates customer information in SAP systems, creating and maintaining group work instructions, and executing small projects. Other tasks include reporting of environmental incidents, product credit requests, hospital inspection review, FDA record compliance, and Operations interface for emergency situations requiring Technician Support. This position is expected to help identify areas of improvement and provide feedback on cost and equipment optimization, systemic issues and continuous improvement opportunities on requests from the client or other groups.

PRINCIPLE ACCOUNTABILITIES

• Maintaining safe, reliable and efficient system operations.
• Provide maintenance support to existing customer base by processing customer reported issues by telephone.
• Use equipment and process knowledge to solve problems via telephone with customers.
• Provide technical support for issues reported by drivers during deliveries to cryogenic and bulk gas systems.
• Process requests from Engineering and Sales to provide support for current and new customers.
• Use SAP to document all calls and process all requests to schedule technicians for repairs.
• Use data from the FSM tool to monitor and support technician repairs.
• Respond to and provide remote troubleshooting for alarms received in the Transcend monitoring system.
• Prioritize all requests to ensure product interruptions do not occur for customers.
• Recommend solutions to streamline existing work processes.
• Ensure that open trouble tickets and alarms are resolved as quickly as possible and at the least possible cost by:
• Reducing overall time-to-resolve
• Identifying and resolving repeat systemic issues at the customer level
• Following up persistently with customers when dealing with a customer issue
• Requesting repair labor only as a last resort
• Providing complete accurate and readable documentation on all activities
• Performing these tasks in a manner that is client and customer oriented, and that reflects positively on Operations and Air Products.

JOB REQUIREMENTS

• High School Diploma a minimum.
• Excellent written and verbal communication skills and interpersonal skills to interact with various disciplines across Customer Engineering.
• Must be professional and courteous.
• Must be a self-starter who takes initiative in learning and implementing new methods, concepts and/or technologies.
• Must be a team player that is flexible and adaptable. Should be comfortable with change and have the ability to optimize processes and systems.
• Strong technical capabilities. Background in Maintenance preferred.
• Customer Service exposure preferred.
• Liquid Bulk Experience preferred, but not required.
• Strong computer skills and proficient in learning in new software applications. Able to use multiple PC based applications in a Windows environment.
• Strong organizing and planning skills, including the ability to multi-task and to make effective decisions when dealing with competing priorities.
• Experience with and knowledge of Environmental, Health and Safety Standards with a demonstrated commitment to Safety.
• Knowledge of basic electricity preferred.
• Knowledge of basic sensor technology preferred.

If you are dedicated and driven to achieve your objectives and company goals; have passion and dedication to get it right; have a never-ending desire to learn, improve, and contribute; then come discover, care, accomplish . . . and thrive at Air Products!

At Air Products, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visit About Air Products.

We offer a comprehensive benefits package including paid holidays and vacation, affordable medical, dental, life insurance and retirement plans. You will be eligible for benefits and also be 100% vested in your retirement benefits on your first day of employment.

Air Products thanks all applicants in advance for their interest; however, only those applicants who are being considered for an interview, or are currently employed by Air Products, will be contacted.

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.