Escalation Specialist, NA AMOC

Description

Application deadline: Dec 26, 2025

The Reliability, Maintenance, and Engineering (RME) is hiring for an 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.

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).

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

Basic Qualifications

- 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

Preferred Qualifications

- 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

Our compensation reflects the cost of labor across several US geographic markets. The Colorado base pay for this position ranges from $47,000/year up to $66,000/year. The National base pay for this position ranges from $42,300/year in our lowest geographic market up to $72,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.