Job Title: Electric Vehicle Charger Escalation SpecialistLocation: Amazon OperationsMinimum Requirements:Proven experience in technical support, escalation management, or a similar role.Proficiency in English.Good problem-solving and analytical skills.Excellent communication and interpersonal skills.Ability to work independently and collaborate effectively in a remote team environment.Willingness to work night and weekend shifts.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.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. Our culture is built on teamwork and a strong work ethic, ensuring the highest safety standards and delivering the quality service Amazon is known for around the world.As an Electric Vehicle Charger Escalation Specialist, you will play a critical role in maintaining the functionality and reliability of our global network of Electric Vehicle (EV) chargers. You will be part of a 24/7 team responsible for remote coordination and escalation of maintenance and technical issues to ensure minimal downtime and optimal performance of our charging network.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.Provide remote technical support to on-site RME Technicians, assisting in diagnosing and resolving issues to minimize downtime.Analyze data to proactively identify potential problems and performance trends.Develop improvements for optimizing reliability and RME processes.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.Qualifications:Bachelor's degree in Electrical Engineering, Computer Science, or a related field.Knowledge of electric vehicle charging systems and infrastructure.Proficient in other languages.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.
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