Job Description

DESCRIPTION

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We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team. This role is essential in providing 24/7 monitoring and response for our global facility network, ensuring continuous operation through effective vendor management and technical support. The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.



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 Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues Execute emergency response procedures during critical facility incidents Document all actions and maintain accurate case records Support continuous improvement initiatives for processes and procedures

BASIC QUALIFICATIONS

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High school diploma or equivalent Experience in technical support, facilities management, or related field Strong problem-solving and analytical skills Excellent written and verbal communication abilities Proficiency in Microsoft Office Suite Experience with CMMS systems and work order management Ability to work in a 24/7 shift environment Customer service oriented with strong attention to detail

PREFERRED QUALIFICATIONS

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Associate's degree in technical field or equivalent experience Knowledge of building maintenance systems (HVAC, refrigeration, electrical) Experience with vendor/contractor management Multi-lingual capabilities Previous experience in a command center or operations environment Familiarity with building automation systems


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