BBM Escalation Specialist , Amazon Maintenance Operation Centre

We are seeking a dedicated Base Building Maintenance Escalation Specialist to join our Amazon Maintenance Operations Centre (AMOC) team. This role is essential in providing 24/7 monitoring and response for our global facility network, ensuring continuous operation through effective vendor management and technical support. The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple Amazon business units.
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 (Reliability Maintenance Engineering, Ops, H&S etc.)
• Provide updates on vendor status, take the lead on coordinating works during an escalation
• Identify and escalate critical issues through appropriate channels to maintain equipment reliability and minimize operational impact
• Monitor, respond to, and manage refrigeration alarm systems, ensuring timely response to critical alerts
• Manage and prioritize work queues based on urgency and SLA requirements
• Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues
• Execute emergency response procedures during critical facility incidents
• Document all actions and maintain accurate case records
• Support continuous improvement initiatives for processes and procedures
- High school or equivalent diploma, or Bachelor's degree
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network
- Experience in oral and written communication
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- Experience working with CMMS software
- Experience working in 24/7 production environment
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- - Experience in technical support, facilities management, or related field
- Bachelor's degree or equivalent in a related technical field
- Knowledge of mechanical systems (Mechanical, HVAC systems, Controls)
- Experience in vendor management
- Experience working with speech and text language data in multiple languages
- Experience in a high-volume environment, such as a security operations center, event security, call center, or crisis management/emergency response center
- - Familiarity with building automation systems
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