Escalation Specialist

Overview 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, ten 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.Join us in the Amazon Reliability Maintenance Engineering (RME) team. We maintain and optimize technologies in the Global Amazon Warehouse & Delivery Network.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 member to own the end‑to‑end resolution process for all field issues. This includes collaborating with global stakeholders and working with vendors to drive the resolution of all issues affecting our EV charging infrastructure. You will be responsible for mentoring a team of specialists supporting the remote coordination of maintenance activities across our global charging networks. AMOC operates a 24/7 shift operation.Key job responsibilities Continuously monitor the performance of EV charging stations worldwide, identifying any technical issues or anomalies.Respond and process incoming alarms, trouble tickets, purchase orders and invoices following SOPs and processes.Serve as a point of contact for customers in the field when technical problems arise. Escalate issues to the appropriate vendors or teams for resolution.Maintain detailed records of technical issues, escalations and resolutions. Use reports and dashboards to track the performance and reliability of the charging network.Collaborate closely with cross‑functional teams including RME field operations, sustainability and external stakeholders to ensure efficient issue resolution.Develop and improve training materials and resources to improve troubleshooting skills, reducing the need for escalations.Recommend process improvements and enhancements to the charging infrastructure based on insights gathered from issue analysis.Language and Technical Requirements Knowledge of advanced English at CEFR level B2/C1Experience with MS Office, in particular MS ExcelSpeak, write and read fluently in FrenchSpeak, write and read fluently in GermanEqual Opportunity Employer Statement Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect use and