Escalation Specialist, Maintenance Operation Centre

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.

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

• 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

• 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 with building maintenance systems including mechanical (HVAC, refrigeration, conveyors) and soft services (e.g., cleaning, waste, pest control)

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.

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