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
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 centr