PURPOSE OF THE JOB: The Escalation Specialist directly monitors alarm systems, dispatches local vendors, assists site maintenance and operations personnel with troubleshooting efforts, and administers requisite systems for data accuracy and communications.
The successful candidates will be action-orientated, flexible problem-solvers with excellent research and analytical skills.
They will demonstrate Customer Obsession and Ownership on every contact.
Amazon is seeking a detail-oriented person to provide alarm monitoring and incident management at Amazon's Maintenance Operations Center (AMOC) in Barcelona, ES.
The successful candidate will have a proven track record of exemplary customer service, good judgement and demonstrate the ability to learn and master new technology.
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 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 (RME, Ops, H&S etc).
Provide updates on vendor status, take the lead on coordinating works during an escalation.
Escalate issues appropriately to ensure the integrity of Amazon equipment reliability.
Monitor and manage refrigeration alarms systems.
Monitor and manage Building Management System alarms.
Be able to understand and troubleshoot technical systems by reviewing data and trends concluding an action.
Proficient in CMMS systems (Infor EAM, Maximo, etc.).
Experience of contractor management.
Experience of Hard and Soft Service Maintenance systems.
Experience in food manufacturing/food safety.
Experience in refrigeration systems.
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