Escalation Specialist, Escalation Specialist
Amazon · Not specified · onsite · Posted 51d ago
About a minute. You'll make an account on the way through.
About this role
Description
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 escalate 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
About the team
The Amazon Maintenance Operation Center International (AMOC INTL) is a 24/7/365 centralized function within Central RME, delivering remote maintenance services and support to field RME teams across all business types worldwide. Since launching in Q4 2019 with 24 European AGL/GSF sites, AMOC INTL has grown over 5 316%, now managing 1 300+ buildings across North America (1 099 sites), Europe (170 sites), APAC, LATAM, and AMET. Through centralized coordination and advanced monitoring, we ensure consistent, reliable maintenance operations-freeing field teams to focus on mission-critical RME projects.
Basic Qualifications
- 1+ years of customer service or back-office roles in corporate environments experience
- Experience using CMMS (Computerized Maintenance Management Systems) to plan proactive maintenance and record reactive tasks
- Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls
- Experience with professional documentation using the Microsoft Office suite (Word, Excel, Outlook)
- Speak, write, and read fluently in English
- Ability to work in a 24/7 shift environment
Preferred Qualifications
- Associate's degree in a technical field, or 1+ years of maintenance or engineering experience
- Experience in a procurement organization performing vendor management, contract management, negotiating complex purchases, and bidding
- Multi-lingual capabilities
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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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