Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy to the moment their item is delivered from desktop to doorstep. Across the globe we have more than a thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines, and hundreds of thousands of employees all working together in harmony to ensure the right item reaches the right person at the right time. Working in Amazon Operations is for people who like to be active and give their all. We operate in a busy, dynamic environment, delivering on the expectations of millions of customers every single day. We are open, inclusive, and welcome individuality and diversity. Our culture is built on strong teamwork and a work ethic that keeps our business running like clockwork. Our teams take pride in a job well done, looking out for one another and upholding the highest safety standards while delivering the quality service Amazon is known for worldwide.
Escalation Specialist
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, and ensures accurate documentation and communication. Successful candidates are action‑oriented, flexible problem‑solvers with excellent research skills and exceptional customer service, taking full ownership of each case.
Key Responsibilities
Respond to and triage incoming work requests within standard service level agreements (SLAs).
Manage remote works from start to end, including work order and purchase order raising and receipting.
Communicate effectively and efficiently with stakeholders (Reliability, Maintenance, Engineering, Ops, H&S, etc.).
Provide updates on vendor status and lead coordination of works during an escalation.
Identify and escalated critical issues through appropriate channels to maintain equipment reliability and minimize operational impact.
Monitor and respond to refrigeration alarm systems, ensuring timely response to critical alerts.
Manage and prioritize work queues based on urgency and SLA requirements.
Required Qualifications
Experience in a 24/7 environment.
Fluent speaking, writing, and reading in English.
Fluent speaking, writing, and reading in German.
Experience communicating technical details verbally and in writing.
Experience in an IT/Operations/Call/Command Center work environment.
In-depth knowledge of emergency dispatching and executive reply procedures, with high‑level customer service skills.
Excellent grasp of MS Office Suite, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc., and proficiency in CMMS systems (Infor, EAM, Maximo, etc.).
Experience managing contractors and building maintenance systems, including mechanical (HVAC, refrigeration conveyors) and soft services (cleaning, waste, pest control).
Key Skills
Sales Experience
Crane
Customer Service
Communication Skills
Heavy Equipment Operation
Microsoft Word
Case Management
OSHA
Team Management
>Catheterization
Microsoft Outlook Calendar
EHS
Employment Details
Employment Type: Full‑Time
Experience required: Years
Vacancies: 1
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