Base Building Maintenance (BBM) Escalation Specialist , Amazon Maintenance Operation Center (AMOC)

Description

The Escalation Specialist is responsible for first-line monitoring and response within Amazon Maintenance Operations Centre (AMOC). This role directly monitors alarm systems, dispatches local vendors, assists site maintenance and operations personnel with troubleshooting efforts, and ensures accurate documentation and communication. The successful candidates will be action-orientated, flexible problem-solvers with excellent research skills who can demonstrate exceptional customer service and take full ownership of each case.
AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for multiple Amazon business units with and without dedicated onsite maintenance personnel.

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

Basic Qualifications

- Speak, write, and read fluently in English
- Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls
- Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience in operations and on-call support for data center facilities, mission critical plants, or production facilities, or experience with automatic contact routing, VoIP and any contact center case management tools
- Experience using strong customer service, communication, and interpersonal skills
- Experience operating in a 24/7 production environment

Preferred Qualifications

- Experience in more than one major programming language (C++, Java, or related) and at least one scripting language (Perl, Python, or equivalent)
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Experience with a Computerized Maintenance Management System (CMMS)
- Experience in contracts management
- Experience in facilities management, or experience in electrical or mechanical engineering

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