Job Title: Escalation Specialist
Location: Amazon Maintenance Operations Center (AMOC), Barcelona, ES
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-oriented, flexible problem-solvers with excellent research and analytical skills.
They will demonstrate Customer Obsession and Ownership on every contact.
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 (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 alarm systems.Monitor and manage Building Management System alarms.Understand and troubleshoot technical systems by reviewing data and trends, concluding an action.Proficient in CMMS systems (Infor EAM, Maximo, etc.
).Experience in contractor management.Minimum Requirements: Fully proficient in English and Portuguese (B2 minimum).Experience of maintenance systems.Ability to work shifts in a 24/7 environment.Experience in Root Cause Analysis and technical troubleshooting.Technical Degree (BEng or BSc).Experience in an IT/Operations/Call/Command Center work environment.Why Join Us: Join us in the Amazon Reliability Maintenance Engineering team and have the opportunity to work in a team where talent and potential have more value than paper-based qualifications, global opportunities to develop in role, and work at the cutting edge of high-speed automated logistics technology.
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