BBM Escalation Specialist , Amazon Maintenance Operation Centre, Amazon Maintenance Operations Center

Construction, Engineering & Trades · Skilled Trades · Facilities Maintenance

In short

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 Amazon business unit, 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.

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 invoice processing.
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.

Requirements

1+ years of customer service or back-office roles in corporate environments experience
Speak, write, and read fluently in English
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, or experience working with CMMS software

Skills

Microsoft OfficeExcelWordOutlook

#Facilities#Maintenance#Real Estate

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