Escalation Specialist

Job Purpose

A dedicated Escalation Specialist is required to join the Maintenance Operations Centre (MOC) team. This role is essential in providing 24/7 monitoring and response for a 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 business units.

Key Responsibilities

• Respond to and triage incoming work requests within standard Service Level Agreements (SLAs) .
• Manage remote work activities from initiation to completion, including work order and purchase order creation and receipting .
• Communicate effectively and efficiently with key stakeholders, including Maintenance, Operations, and Health & Safety teams.
• Provide timely updates on vendor status and take the lead in coordinating works during escalations.
• 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 prompt attention 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 taken and maintain accurate case records.
• Support continuous improvement initiatives for processes and procedures to enhance operational efficiency.

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