BBM Escalation Specialist , Amazon Maintenance Operation Centre, Amazon Maintenance Operations Center

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 Amazon business unit 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 invoice processing.
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.

About the team
The Amazon Maintenance Operation Center International (AMOC INTL) is a 24/7/365 centralized function within Central RME delivering remote maintenance services and support to field RME teams across all business types worldwide. Since launching in Q4 2019 with 24 European AGL/GSF sites AMOC INTL has grown over 5 316% now managing 1 300 buildings across North America (1 099 sites) Europe (170 sites) APAC LATAM and AMET. Through centralized coordination and advanced monitoring we ensure consistent reliable maintenance operationsfreeing field teams to focus on mission-critical RME projects.

- 1 years of customer service or back-office roles in corporate environments experience
- Speak write and read fluently in English
- Experience working with Microsoft Office tools (Excel Word Outlook etc.)
- Experience in root-cause problem solving
- Ability to work in a 24/7 shift environment

- Bachelors degree in Mechanical or Electrical Engineering or a related field
- Experience in planning scheduling and auditing maintenance activities or experience working with CMMS software

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