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BBM Escalation Specialist , Amazon Maintenance Operation Centre
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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
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
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 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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