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Escalation Specialist, Maintenance Operations Centre
hace 2 meses
We are seeking a detail-oriented individual to provide alarm monitoring and incident management at Amazon's Maintenance Operations Centre (AMOC) in Barcelona, ES.
Key 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 (RME, Ops, H&S etc).
- Provide updates on vendor status, take the lead on coordinating works during an escalation.
- Escalates issues appropriately to ensure the integrity of Amazon equipment reliability.
- Monitor the work queue to prioritize appropriately.
- Compose grammatically correct, concise and accurate written communication.
- Experience in an IT/Operations/Call/Command Center work environment.
- Maintain an in-depth knowledge of emergency, dispatching and executive reply procedures along with high-level customer service skills as demonstrated by way of previous work history.
- Experience of planned preventative maintenance systems.
- Ability to work shifts in a 24/7 environment.
- Proficiency in multiple languages is an advantage.
- Excellent grasp of MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Proficient in CMMS systems (Infor EAM, Maximo, etc...).
- Experience of contractor management.
- Experience of Hard and Soft Service Maintenance systems.
