Customer Operations • Mid-Level

Who you are

You have a strong background in facility management or operations, with experience in vendor management and escalation processes. Your ability to communicate effectively with various stakeholders ensures that you can coordinate efforts across multiple teams, including Reliability Maintenance Engineering and Operations. You are detail-oriented and capable of managing work requests within standard service level agreements (SLAs), ensuring that all tasks are prioritized based on urgency. Your experience in monitoring systems, particularly refrigeration alarm systems, allows you to respond promptly to critical alerts, minimizing operational impact.

You are proactive in identifying and escalating critical issues, ensuring that equipment reliability is maintained. Your organizational skills enable you to manage remote works from start to end, including raising work orders and purchase orders. You understand the importance of documentation and maintain accurate case records to support continuous improvement initiatives. Your educational background includes a high school diploma or a bachelor's degree, providing you with a solid foundation for this role.

What you'll do

In this role, you will be responsible for first-line monitoring and response for Amazon's global facility network. You will manage vendor dispatch coordination and escalation management across multiple business units, ensuring that all facility issues are addressed promptly. Your responsibilities will include responding to and triaging incoming work requests, managing work queues based on urgency, and executing emergency response procedures during critical incidents. You will communicate updates on vendor status and take the lead in coordinating works during escalations, ensuring that all stakeholders are informed and engaged.

You will also monitor refrigeration alarm systems, responding to critical alerts in a timely manner to maintain operational efficiency. Your role will involve collaborating with local vendors and maintenance teams to ensure that facility issues are resolved quickly and effectively. You will document all actions taken and maintain accurate records to support ongoing improvements in processes and procedures. Your contributions will be vital in ensuring the continuous operation of Amazon's facilities, ultimately supporting the company's mission to deliver the best results for customers.

What we offer

Amazon offers a dynamic work environment where you can grow your skills and advance your career. You will be part of a dedicated team that values collaboration and innovation. The company provides opportunities for professional development and encourages employees to take initiative in their roles. You will have access to resources and support to help you succeed in your position, contributing to the overall success of Amazon's operations.