Senior Escalation Specialist, Amazon Maintenance Operation Centre (EU AMOC) Espinho

Senior Escalation Specialist, Amazon Maintenance Operation Centre (EU AMOC)
Espinho
Espinho, Aveiro District, Portugal

Which of these options would you most value in your next job?

- Working in a team where talent and potential have more value than
- based qualifications.

- Global opportunities to develop in role and choose
- term career paths.

- Working at the cutting edge of
- speed automated logistics technology.

- Finding and conquering emerging challenges as the company grows and scales rapidly.

- Working in a
- driven environment where accuracy and clarity are prized above personal opinion.

Why choose just one?

Join us in the Amazon Reliability Maintenance Engineering team and have them all. We maintain and optimize all technologies in the Global Amazon Warehouse & Delivery Network ranging from large, modern,
- built warehouses utilizing robotics and
- volume conveyance all the way through the value chain to small,
- 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 candidate will be
- oriented, flexible
- solvers with excellent research and analytical skills. They will demonstrate Customer Obsession and Ownership on every contact.

Amazon is seeking a
- 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 judgment, 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:

1. Respond to and triage incoming work requests within standard service level agreements (SLAs)
2. Manage remote works from start to end, including work order/purchase order raising and receipting
3. Communicate effectively and efficiently with stakeholders (RME, Ops, H&S, etc. )
4. Provide updates on vendor status, take the lead on coordinating works during an escalation
5. Escalate issues appropriately to ensure the integrity of Amazon equipment reliability
6. Monitor and manage refrigeration alarm systems
7. Monitor and manage Building Management System alarms
8. Understand and troubleshoot technical systems by reviewing data and trends concluding an action
9. Manage and supervise a team and work queues
10. Schedule and lead team meetings, communicating clearly, presenting data, training, coaching, and mentoring a team
11. Manage the maintenance processes of a building portfolio that expands across the world
12. Lead and participate in stakeholder/customer meetings, providing support and innovative solutions to continuously improve the department and customer experience

Minimum Qualifications:

1. Experience of maintenance systems
2. Ability to work shifts in a 24/7 environment
3. Experience in Root Cause Analysis and technical troubleshooting
4. Technical Degree (BEng or BSc)
5. Experience in managing maintenance of building equipment or manufacturing facilities
6. Maintenance Technician and Supervisor with office experience
7. Proficient in CMMS systems (Infor EAM, Maximo, etc. )
8. Experience in contractor management
9. Experience of Hard and Soft Service Maintenance systems

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon. jobs/en/privacy_page) to know more about how we collect, use, and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon. jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. #J-18808-Ljbffr