Senior Escalation Specialist, Amazon Maintenance Operation Centre
hace 4 semanas
DESCRIPTION ***Relocation package provided for candidates coming from other regions or countries ***
Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy, to the moment their item is delivered – from desktop to doorstep.
Across the globe we have more than thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines, and hundreds of thousands of employees, all working together in harmony to make sure the right item gets delivered to the right person, in the right place, at the right time.
Working in Amazon Operations is for people who like to be active and give their all. We work in a busy, dynamic environment and are part of a bigger team delivering on the expectations of millions of customers every single day. We are open, inclusive and welcome individuality and diversity. The culture in our Operation is built on the way teams' bond and the work ethic that enables our business run like clockwork. Our teams take pride in a job well done, looking out for one another, ensuring the highest safety standards and playing their part in delivering the quality service Amazon is known for around the world.
Amazon is committed to building a sustainable future for our customers, local communities, and the planet. Under The Climate Pledge we committed to be net-zero carbon across our business by 2040, 10 years ahead of the Paris Agreement. To get there, we need exceptionally talented, bright, and driven people that are dedicated to making a meaningful impact on the sustainability of our products and supply chain.
Purpose of job
Amazon is a global leader in sustainable transportation solutions, dedicated to advancing the adoption of electric vehicles (EVs) and reducing our carbon footprint. Our state-of-the-art EV charging infrastructure continues to grow and spans the globe, providing reliable and accessible charging solutions to Amazons transportation network. We are seeking an experienced Electric Vehicle Charger Escalation Team Leader to lead a team of specialists responsible for the remote coordination of maintenance activities across our global charging network.
Key job responsibilities
• Lead, mentor, and manage a team of Electric Vehicle Charger Escalation Specialists, fostering a collaborative and high-performance culture who are relentless at continuous improvement.
• Oversee the remote coordination of reactive maintenance activities, ensuring rapid response and issue resolution for charging stations across the world. Respond and process incoming alarms, trouble tickets, purchase orders and invoices following SOPs and processes.
• Develop and implement reactive and proactive maintenance strategies to minimize downtime and optimize performance.
• Serve as the point of escalation for complex technical issues, working closely with field operational, RME Technicians, vendors, and other internal cross-functional teams to ensure timely resolution.
• Establish and maintain rigorous quality control standards for maintenance procedures and training.
• Monitor and maintain trouble ticket/work order processes and queues while ensuring customer care and quality meet the high bar.
• Collaborate with category procurement, suppliers and vendors to source spare parts, negotiate contracts costs, and maintain strong working relationships.
• Lead training sessions and development programs for the team and individuals to continuously enhance the capability, technical and leadership skills of the team.
• Flexible to working shift work to ensure customers around the world receive timely and re-assuring support.
We are open to hiring candidates to work out of one of the following locations:
Barcelona, ESP BASIC QUALIFICATIONS • High level of English, spoken and written form
• Bachelor's degree in Electrical Engineering, or completed an indentured Electrical Apprenticeship or equivalent.
• Proven experience in managing technical teams, preferably in the electric vehicle charging or similar industry.
• Exceptional leadership and team-building skills.
• Strong problem-solving and decision-making abilities.
• Effective communication, negotiation, and stakeholder management skills.
• Financial acumen and budget management experience.
• Strong project management skills.
• Ability to work collaboratively in a dynamic and fast-paced environment.
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