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49247BRReq No.:49247BRJob Description and Qualifications:At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse, and most profitable industrial gas company in the world. Reimagine What’s Possible We are immediately hiring a full-time Equipment Response Center – Maintenance Technician at our corporate headquarters in Allentown, PA. If you enjoy working with customers, can troubleshoot system issues, & resolve problems, we have a position for you. This position requires 0-5% domestic travel. The ERC Maintenance Technician is part of a team responsible for the daily phone/technical support of the Customer Base, Field Technicians, Engineering, Sales, Logistics, and ongoing maintenance programs. The technologies supported by the team include standard liquid Nitrogen, Oxygen, Argon, medical-grade O2, Carbon Monoxide, Carbon Dioxide, Bulk Helium, Liquid and Gaseous Hydrogen, pump systems, Hydrogen Energy Fueling, and PSA/Membranes. Primary Job Responsibilities:
Maintaining safe, reliable, and efficient system operations.
Provide maintenance support to existing customer base by processing customer reported issues using equipment and process knowledge to solve problems via a telephone call.
Update customer information, create and maintain group work instructions, implement small projects, and processing customer requests to schedule technicians for repairs utilizing SAP.
Reporting of environmental incidents, product credit requests, hospital inspection review, FDA record compliance, and Operations interface for emergency situations requiring Technician Support. Provide complete accurate and readable documentation on all activities.
Provide technical support for issues reported by drivers during deliveries.
Assist in identifying 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.
Process requests from Engineering and Sales to provide support for current and new customers.
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.
Follow up persistently with customers when taking care of customer issues.
Performing these tasks in a manner that is client and customer oriented, and that reflects positively on the Equipment Support Team and Air Products.
Requirements / Qualifications:
Requires a High School Diploma.
Excellent written and verbal communication skills.
Professional and courteous interpersonal skills to interact with various subject areas across Customer Engineering.
Must be a self-starter who takes initiative in learning and implementing new methods, concepts and/or technologies.
Flexible and adaptable. Should be comfortable with change and can optimize processes and systems.
Strong technical capabilities. Background in Maintenance preferred.
Liquid Bulk Experience preferred, but not required.
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 contending priorities.
Experience with and knowledge of Environmental, Health and Safety Standards with a demonstrated commitment to Safety.
Work Hours:
This position provides 24/7 support to our customers by responding to incoming calls at a centralized call center, the Equipment Support Team (EST) Desk. The technician uses their equipment 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 robust team works a flexing rotating 4 day/10-hour schedule (a weekend rotation is scheduled every 8th and 9th week).
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#LI-LC1 We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future. This role is a Safety Sensitive position. At Air Products, we work in an environment where we put safety first, 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. Employees are eligible for benefits and will be 100% vested in retirement benefits on the first day of employment.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. Air Products is committed to working with and providing a reasonable accommodation to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail us at talent@airproducts.com. General application status inquiries are not answered by this mailbox rather you’ll receive an e-mail directly from our Career Center and/or the Talent Acquisition Specialist. Job Title:Equipment Response Center - Maintenance TechnicianEmployment Status:Full TimeLocation:US-PA-AllentownCountry:United StatesRegion:North AmericaOrganization:Global Industrial GasesBusiness Sector / Division:Industrial Gases Americas
