BBM Escalation Specialist, Amazon Maintenance Operation Centre
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 escape 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, facilities management, or related field
* Strong problem-solving and analytical skills
* Excellent written and verbal communication abilities
* Proficiency in Microsoft Office Suite
* Experience with CMMS systems and work order management
* Ability to work in a 24/7 shift environment
* Customer service oriented with strong attention to detail
Preferred Qualifications
* Associate's degree in technical field or equivalent experience
* Knowledge of building maintenance systems (HVAC, refrigeration, electrical)
* Experience with vendor/contractor management
* Multi-lingual capabilities
* Previous experience in a command center or operations environment
* Familiarity with building automation systems
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit the following link: https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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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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