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Sector: Operations and Facilities Management
Role: Senior Executive
Contract Type: Permanent
Hours: Full Time
DESCRIPTION Join us in the Amazon Reliability Maintenance Engineering team.
We maintain and optimize all technologies in the Global Amazon Warehouse & Delivery Network ranging from large, modern, purpose-built warehouses utilizing robotics and high-volume conveyance to small, high-speed delivery stations placed as close to our customers as possible.
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.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.Manage and supervise 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.Lead and participate 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 building equipment or manufacturing facilities.
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