BBM Escalation Specialist, Amazon Maintenance Operation Centre
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We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team. This role is essential in providing 24/7 monitoring and response for our global facility network, ensuring continuous operation through effective vendor management and technical support. The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.
Key job responsibilities
Respond to and triage incoming work requests within standard service level agreements (SLAs)
Manage remote works from start to end, including work order/purchase order raising and receipting
Communicate effectively and efficiently with stakeholders (Reliability Maintenance Engineering, Ops, H&S etc.)
Provide updates on vendor status, take the lead on coordinating works during an escalation
Identify and elevate critical issues through appropriate channels to maintain equipment reliability and minimize operational impact
Monitor, respond to, and manage refrigeration alarm systems, ensuring timely response to critical alerts
Manage and prioritize work queues based on urgency and SLA requirements
Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues
Execute emergency response procedures during critical facility incidents
Document all actions and maintain accurate case records
Support continuous improvement initiatives for processes and procedures
Basic Qualifications
High school diploma, or equivalent
Experience in technical support work, engineering, or an operations environment
Experience that includes strong analytical skills, attention to detail, and effective communication abilities
Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
1+ years of Computerized Maintenance Management System (CMMS) experience
Experience working in a 24/7 production environment
Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
Preferred Qualifications
1+ years of technical work experience, or Bachelor's degree in an advanced technical program
Knowledge of mechanical systems (Mechanical, HVAC systems, Controls)
Experience managing and negotiating contracts and vendor relationships
Experience working with speech and text language data in multiple languages
Previous experience in a command center or operations environment
Familiarity with building automation systems
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.
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