Escalation Specialist, Amazon Maintenance Operation Centre

hace 1 semana


Barcelona, Barcelona, España Engineeringuk A tiempo completo
Purpose of the Job:

The Escalation Specialist plays a critical role in ensuring the reliability and efficiency of Amazon's global warehouse and delivery network. This position involves monitoring alarm systems, dispatching local vendors, and assisting site maintenance and operations personnel with troubleshooting efforts.

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.
Requirements:
  • Experience in an IT/Operations/Call/Command Center work environment.
  • Maintain an indepth knowledge of emergency, dispatching and executive reply procedures along with highlevel 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.
Preferred Qualifications:
  • 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.


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