BBM Escalation Specialist, Amazon Maintenance Operations Center

Manufacturing & Production · Quality & Process · Maintenance & Reliability

In short

We are seeking a Base Building Maintenance Escalation Specialist for the Amazon Maintenance Operations Centre (AMOC). This role involves 24/7 monitoring, vendor dispatch, and escalation management to ensure continuous operation and effective vendor management. The specialist will respond to work requests, manage remote works, and communicate with stakeholders to identify and escalate critical issues.

Responsibilities

Respond to and triage incoming work requests within SLAs.
Manage remote works from start to finish, including PO raising and invoice processing.
Communicate effectively with stakeholders (RME, Ops, H&S).
Provide vendor status updates and coordinate works during escalations.
Identify and escalate critical issues to maintain equipment reliability.
Monitor, respond to, and manage refrigeration alarm systems.
Manage and prioritize work queues based on urgency and SLA requirements.
Coordinate with local vendors and maintenance teams for timely resolution.
Execute emergency response procedures during critical facility incidents.
Document all actions and maintain accurate case records.
Support continuous improvement initiatives for processes and procedures.

Requirements

1+ years of customer service or back-office roles in corporate environments experience.
Fluent in English (speak, write, and read).
Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.).
Experience in root-cause problem solving.
Ability to work in a 24/7 shift environment.

Desired Qualifications

Bachelor's degree in Mechanical or Electrical Engineering or a related field.
Experience in planning, scheduling, and auditing maintenance activities.
Experience working with CMMS software.

Benefits

Inclusive culture
Workplace accommodation and adjustment support for individuals with disabilities

Skills

Microsoft OfficeExcelWordOutlook

#maintenance#operations#escalation#vendor management#technical support#monitoring#facilities#real estate#RME

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