Escalation Specialist

Amazon.com Services, Inc.
 Tempe, AZ

Desciption

The Reliability, Maintenance, and Engineering (RME) is hiring for an Escalation Specialist. The goal of the Global Specialty Fulfillment team is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. To meet this goal, we are continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services.

To that end, Amazon is seeking a person to provide alarm monitoring and incident management at Amazon's Maintenance Operations Center (AMOC) in Phoenix, AZ. The 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.

Key Job Responsibilities:

· Monitor alarm systems, dispatch local vendors, assist site maintenance and operations personnel with troubleshooting efforts, and administer requisite systems for data accuracy and communications.

· Triage and answer to alarm signals within standard service level agreements (SLAs) and escalates issues as needed to ensure the integrity of Amazon equipment reliability.

· Proactively evaluate the status of assets to identify potential issues that may require escalation to supervisors or management.

· Managing a communications suite that includes: multi-line telephones, radios, instant messaging clients and other internet protocol (IP)-based tools simultaneously (software multi-tasking).

· Knowledge of emergency, dispatching and executive reply procedures along with high-level customer service skills as demonstrated by way of previous work history.

Basic Qualifications

· Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

· High school or equivalent diploma

· Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

· High school or equivalent diploma

Preffered Qualifications

· Bachelor’s degree

· Experience in material handling systems (MHS) installation, operation and maintenance

· Experience with Computerized Maintenance Management System (CMMS)

· Maintenance experience in a reliability centered maintenance environment

· Certified Maintenance & Reliability Professional

· 3+ years’ experience using Word, Excel, and Power Point, etc

· 4+ years’ experience working with enterprise asset management (EAM) software suit.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us

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