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 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.