BBM Escalation Specialist, Amazon Maintenance Operations Center
Confirmed on the employer's own hiring board on Nov 1, 2026. First seen by Alion on Oct 23, 2026. Amazon scores B on the Alion truth index.
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 Amazon business unit, 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 invoice processing.
- 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 centralized coordination and advanced monitoring, we ensure consistent, reliable maintenance operations-freeing field teams to focus on mission-critical RME projects.
Basic qualifications
- 1+ years of customer service or back-office roles in corporate environments experience
- Speak, write, and read fluently in English
- Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
- Experience in root-cause problem solving
- Ability to work in a 24/7 shift environment
Preferred qualifications
- Bachelor's degree in Mechanical or Electrical Engineering or a related field
- Experience in planning, scheduling and auditing maintenance activities, or experience working with CMMS software
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