Base Building Maintenance Escalation Specialist

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

Basic Qualifications

- High school diploma, or equivalent
- Experience in technical support work, engineering, or an operations environment
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)
- 1+ years of Computerized Maintenance Management System (CMMS) experience
- Work in a 24/7 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

Preferred Qualifications

- 1+ years of technical work experience, or Bachelor's degree in an advanced technical program
- Knowledge of mechanical systems (Mechanical, HVAC systems, Controls)
- - Experience managing and negotiating contracts and vendor relationships
- - Experience working with speech and text language data in multiple languages
- - Previous experience in a command center or operations environment
- - Familiarity with building automation systems

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.

Experience Level

Senior Level