Telemetry Service Coordinator

Air Products • Full-time • Corporate HQ Allentown - 1940 Air Products Blvd (0760), United States of America • 3w ago

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 

Do you have strong organizational, planning and communication skills? Do you like troubleshooting problems/issues? Are you energized by new emerging technologies? Can you work with a high degree of accuracy in your job responsibilities? If you answer yes to these questions, then the Telemetry Service Coordinator position based at our Corporate Headquarters in Allentown, Pennsylvania might be what you have been looking for.

The purpose of the position is to create and enter all the necessary administrative and technical information required to successfully connect tank telemetry devices to the Air Products data IoT systems, and to monitor, detect, respond and resolve operating performance issues with asset monitoring equipment connected to these systems.

This position ensures accurate and timely two-way communication exists between the Air Products client systems and the remote field device. This is accomplished through the management of a list of trouble tickets, some of which are automatically generated based on system detection of faults, and others of which are manually created based on observations or requests coming from external customers or the logistics community at Air Products.

Trouble ticket management can include direct customer contact to resolve power and communication issues, hardware and software malfunctions, and internal requests from field-based technicians reporting issues. Communication with each party involved is critical to the success in this role. Resolution of issues requires complete, accurate, and readable documentation of issues in the trouble ticket system.

This position is part of the Commercial Enablement Americas Tools and Platforms group whose focus is on supporting tools and using new technology development to improve efficiencies in many areas of supply chain, procurement and commercial functions. The incumbent will support a number of administrative functions such as updating customer information in data systems, creating and maintaining work group instructions, supporting field technicians with maintenance issues, training of personnel, and participating in technology improvement projects.

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 great benefits for our employees. Check out some of our benefits below!

Affordable Medical, Dental and Vision Insurance (day 1 of employment)
401k with 100% vested company core and match
Paid Vacation, holidays + sick time
Paid Parental leave (Up to 8 weeks)
Backup Child and Adult Care benefit
Adoption assistance
Flexible spending accounts (medical, dependent daycare)
Life Insurance (AD&D- Paid for by Air Products), Supplemental AD&D
Legal Plan coverage
EAP (Employee Assistance Program)
Many more supplemental benefits available

Accountabilities:

Ensure that the new telemetry equipment installations as well as telemetry equipment repairs for existing installs are performed in compliance with all safety policies and practices
Ensure that new telemetry installations result in accurate and timely provision of data
Accountability for preventing telemetry-related customer product interruptions. This also includes detailed investigation of root causes of product interruptions as well as active participation in the weekly Product Interruption meetings
Ensure that open trouble tickets are resolved as quickly as possible considering costs associate with making repairs
Ensure proactive communication and collaboration with the Equipment Support Team (EST)
Timely response to technician call-ins on the telemetry hotline
Identifying and resolving repetitive systemic issues at the customer level
Following up persistently with customers when dealing with a customer issue
Performing these tasks in a manner that is client and customer oriented, and that reflects positively on telemetry operations and Air Products
Providing after-hours support to installation activities and repairs as required
Providing complete accurate and readable documentation on all activities

Knowledge and Abilities Requirements:

Proficient in multiple PC based applications in a Windows environment and proficiency in iOS devices
Knowledge of basic electricity
Knowledge of basic sensor technology
Knowledge of network communications
Good telephone and written interpersonal skills
Abilities in Technical problem solving

Qualifications/Requirements:

High School Diploma or equivalent a minimum
Excellent written and verbal communication skills to interact with external Air Products customers and internal colleagues
Display self-initiative in learning and implementing new methods, concepts and/or technologies
Team player that is flexible and adaptable to change
Strong technical capabilities. Background in Maintenance preferred
Customer service exposure preferred
Strong computer skills and proficiency in learning new software and applications.
Strong organizational and planning skills
Commitment to Safety

Join Air Products, where we proudly value the skills, dedication, and leadership that Veterans offer. As a Veteran-friendly organization, we actively encourage and welcome Veterans to apply for various roles within our company. We recognize the unique strengths and experiences that Veterans contribute, and we foster a workplace that honors your service while providing a platform for professional growth.

We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas 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. 

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. You will be eligible for benefits and also be 100% vested in your retirement benefits on your 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. 

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