Senior Escalation Specialist, Amazon Maintenance Operation Centre (Eu Amoc)

PURPOSE OF THE JOB:
The Senior 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 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
- Escalates 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
- Managing and supervising a team and work queues
- Schedule and lead team meetings, communicating clearly, presenting data, training, coaching and mentoring a team
- Manage the maintenance processes of a building portfolio that expands across the world
- Leading and participating in stakeholder/customer meetings, providing support and innovative solutions to continuously improve the department and customer experience
BASIC QUALIFICATIONS - 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 managing maintenance of a building equipment or manufacturing facilities
PREFERRED QUALIFICATIONS - Maintenance Technician and Supervisor with office experience
- Proficient in CMMS systems (Infor EAM, Maximo, etc…)
- Experience of contractor management.
- Experience of Hard and Soft Service Maintenance systems.

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