Snr EVC Specialist, Amazon Maintenance Operation Center (AMOC)
Purpose of Job
Amazon is a global leader in sustainable transportation solutions. We seek an experienced Electric Vehicle Charger Escalation Specialist to own the end‑to‑end resolution process for field issues affecting our global EV charging infrastructure. The role involves collaborating with global stakeholders, working with vendors, and driving resolution of issues impacting Amazon’s transportation network.
Key Responsibilities
* Coaching and mentoring a team of Electric Vehicle Charger Escalation Specialists, fostering a collaborative and high‑performance culture.
* Overseeing the remote coordination of reactive maintenance activities, ensuring rapid response and issue resolution for charging stations worldwide. Respond to and process incoming alarms, trouble tickets, purchase orders, and invoices following SOPs.
* Developing and implementing reactive and proactive maintenance strategies to minimize downtime, optimize performance, and extend the lifespan of charging equipment.
* Utilizing data analytics to identify trends, potential issues, and areas for improvement. Developing strategies and business improvements based on data insights.
* Serving as the point of escalation for complex technical issues, working closely with field operations, RME technicians, vendors, and other internal cross‑functional teams to ensure timely resolution.
* Establishing and maintaining rigorous quality control standards for maintenance procedures and training.
* Monitoring and maintaining trouble ticket/work order processes and queues while ensuring customer care and quality meet high standards.
* Collaborating with category procurement, suppliers, and vendors to source spare parts, negotiate contract costs, and maintain strong working relationships.
* Leading training sessions and development programs for the team and individuals to continuously enhance technical and leadership skills.
* Remaining flexible to shift work to support customers worldwide and ensure timely support.
Qualifications
* Bachelor's degree or equivalent experience in Business, Engineering, Supply Chain, Transportation, Mathematics, Economics, Physics, or another technical field.
* Experience in the consumer electronics or technology sector.
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