BBM Escalation Specialist , Amazon Maintenance Operation Centre

DESCRIPTION:

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:

- High school or equivalent diploma, or Bachelor's degree
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience in oral and written communication
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Experience working with CMMS software
- Experience working in 24/7 production environment
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- - Experience in technical support, facilities management, or related field

PREFERRED QUALIFICATIONS:

- Bachelor's degree or equivalent in a related technical field
- Knowledge of mechanical systems (Mechanical, HVAC systems, Controls)
- Experience in vendor management
- Experience working with speech and text language data in multiple languages
- Experience in a high-volume environment, such as a security operations center, event security, call center, or crisis management/emergency response center
- - Familiarity with building automation systems

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.