Escalation Specialist, Maintenance Operation Centre

hace 1 semana

Barcelona, Barcelona, España Amazon A tiempo completo
The Escalation Specialist is responsible for first-line monitoring and response within Amazon Maintenance Operations Centre (AMOC). This role directly monitors alarm systems, dispatches local vendors, assists site maintenance and operations personnel with troubleshooting efforts, and ensures accurate documentation and communication. The successful candidates will be action-orientated, flexible problem-solvers with excellent research skills who can demonstrate exceptional customer service and take full ownership of each case.
AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, documentation and resolution management for multiple Amazon business units with and without dedicated onsite maintenance personnel.

Key job 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 (Reliability Maintenance Engineering, Ops, H&S etc.)

• Provide updates on vendor status, take the lead on coordinating works during an escalation

• 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 timely response to critical alerts

• Manage and prioritize work queues based on urgency and SLA requirements

Basic Qualifications:
- Demonstrate excellent written communication skills with ability to compose clear, concise technical reports and professional correspondence
- Ability to work shifts in a 24/7 environment

Preferred Qualifications:
- Proficiency in multiple languages is an advantage

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 transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

  • EVC Escalation Specialist, Maintenance Operation Centre

    hace 4 días

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...

  • EVC Escalation Specialist, Maintenance Operation Centre

    hace 4 días

    Barcelona, Barcelona, España Amazon A tiempo completo

    DESCRIPTIONAmazon 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...

  • BBM Escalation Specialist

    hace 1 semana

    Barcelona, Barcelona, España Amazon A tiempo completo

    DESCRIPTIONAmazon 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...

  • BBM Escalation Specialist

    hace 1 semana

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...

  • BBM Escalation Specialist

    hace 1 semana

    Barcelona, Barcelona, España Amazon A tiempo completo

    DESCRIPTIONAmazon 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...

  • BBM Escalation Specialist

    hace 1 semana

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...

  • BBM Escalation Specialist

    hace 4 días

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...

  • BBM Escalation Specialist

    hace 4 días

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...

  • BBM Escalation Specialist

    hace 4 días

    Barcelona, Barcelona, España Amazon A tiempo completo

    DESCRIPTIONAmazon 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...

  • Escalation Specialist

    hace 2 semanas

    Barcelona, Barcelona, España Amazon A tiempo completo

    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...