BBM Snr Escalation Specialist, Amazon Maintenance Operation Centre
The Senior Escalation Specialist serves as a technical expert and mentor within Amazon Maintenance Operations Centre (AMOC). 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. The Senior Specialist contributes to developing standard operating procedures, maintaining service quality, and implementing process improvements to meet business objectives.
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.)
Support a team of Escalation Specialists through coaching, mentoring, and performance management
Provide technical training and guidance to team members
Monitor team performance metrics and implement improvement strategies
Lead stakeholder meetings and present performance data to senior management
Drive continuous improvement initiatives through data analysis and team feedback
Manage resource planning and shift scheduling for 24/7 coverage
Excellent grasp of MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
Ability to work shifts in a 24/7 environment
Experience with contractor management
Experience with building maintenance systems including mechanical (HVAC, refrigeration, conveyors) and soft services (e.G., cleaning, waste, pest control)
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