About this role
The Escalation Specialist is responsible for first-line monitoring and response within Amazon Maintenance Operations Centre (AMOC). This role directly monitors alarm systems, dispatches local vendors, assists site maintenance and operations personnel with troubleshooting efforts, and ensures accurate documentation and communication. The successful candidates will be action-orientated, flexible problem-solvers with excellent research skills who can demonstrate exceptional customer service and take full ownership of each case. 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 (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