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Senior Base Building Maintenance Escalation Specialist

On-site in Barcelona·Added today (last checked 30 Oct)

Amazon

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Our summary

Work mode: On-site, Barcelona
English: Required
Experience: Senior level
Education: University degree

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Skills

Requirements

What we're looking for

A day in the life

- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders

- Experience in operations and on-call support for data center facilities, mission critical plants, or production facilities, or experience with automatic contact routing, VoIP and any contact center case management tools

- Experience operating in a 24/7 production environment

- Experience in root cause analysis and troubleshooting or problem solving

- Bachelor's degree or above in a technical or engineering related field, such as Electrical Engineering, Computer Science, etc.

- Experience in facilities management, or experience in electrical or mechanical engineering

- Experience in networking administration and troubleshooting, including analysing technical issues and communicating resolutions to customers.

Nice to have

- Experience leading technical teams through daily operations and maintenance evolutions

- Experience managing large teams across multiple locations and languages

- Knowledge of Microsoft Office Suite (Excel, Word, SharePoint, and PowerPoint)

- Experience with a Computerized Maintenance Management System (CMMS)

- Experience in contracts management

- Attention to detail, with analytical and communication skills and a passion for delivering exceptional customer service.

The role

The Senior Escalation Specialist serves as a technical expert and mentor within Amazon Maintenance Operations Centre (AMOC). This role combines advanced technical troubleshooting with operational guidance, focusing on complex escalations and process improvement initiatives. The position requires an experienced professional who can handle sophisticated technical challenges, mentor colleagues, and drive operational excellence through best practices and standardization.

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. The Senior Specialist contributes to developing standard operating procedures, maintaining service quality, and implementing process improvements to meet business objectives.

What you'll do

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

- Support a team of Escalation Specialists through coaching, mentoring, and performance management

- Schedule and facilitate regular team meetings to ensure alignment on goals and processes

- Provide technical training and guidance to team members

- Create and maintain standard operating procedures and best practices

- Monitor team performance metrics and implement improvement strategies

- Lead stakeholder meetings and present performance data to senior management

- Drive continuous improvement initiatives through data analysis and team feedback

- Manage resource planning and shift scheduling for 24/7 coverage

- Build and maintain strong relationships with internal customers and external vendors

Hiring process

3 steps2 interviewsa task to do

Online application
Assessments
Online test · Not every role
Role-specific online assessments where the role requires them.
Phone screening
Phone call · Not every role
If you meet the basic qualifications you may be asked to complete a phone screening.
Interview loop
With current employees
Individual interviews with current employees, each assessing different aspects of your skills and experience; in person or remote.

Some candidates move directly to the interview loop without a phone screening.
Role-specific interview prep guides are published for SDE, SDM, PM, BIE and other roles.

About Amazon

Amazon is a global technology company focused on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the world's largest employers and operates a vast network of fulfillment centers, data centers, and corporate offices across the globe. In Spain, Amazon has a significant presence with corporate offices in Madrid and Barcelona, as well as numerous fulfillment and data center facilities, including in Huesca and other regions. The company is known for its customer-centric culture, innovation, and fast-paced work environment, offering a wide range of roles from engineering and operations to corporate and creative positions.

Industry: E-commerce and Cloud
Founded: 1994
Employees: 1,000,000+
Headquarters: Seattle, USA
In Spain: Madrid, Barcelona, Huesca

Good to know if you are moving

Amazon offers a comprehensive relocation package for international hires, including visa sponsorship and support for moving to Spain.
The company has a strong presence in Spain with offices in Madrid and Barcelona, as well as numerous fulfillment and data center locations.
Amazon is known for its leadership principles, which are integral to its corporate culture and are important for career advancement.
Employees often have the opportunity to work on global projects and collaborate with teams across different countries.
Amazon provides competitive compensation and benefits, including health insurance, stock options, and career development programs.

In their own words

Additional information

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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