Escalation Specialist , NA AMOC

Amazon

92d • $42,300 - $72,600

About The Position

The Reliability, Maintenance, and Engineering (RME) is hiring for a Facilities Coordinator III. 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 the Amazon's Maintenance Operations Center (AMOC). 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.

Requirements

• High school or equivalent diploma
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in an IT/operations/call/command center work environment

Nice To Haves

• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment

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).

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED