Escalation Specialist , Amazon Maintenance Operation Centre (AMOC)

Amazon; Barcelona; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A global leader in sustainable transportation based in Barcelona is seeking an experienced Electric Vehicle Charger Escalation Team member. This role focuses on maintaining and optimizing EV charging infrastructure, resolving field issues, and mentoring a remote team. Ideal candidates have strong technical support experience, problem-solving skills, and clear communication abilities. Join a dynamic team committed to sustainability.

Servicios

Inclusive workplace culture

Focus on sustainability initiatives

Formación

• Proven experience in technical support, escalation management, or a similar role.
• Good problem-solving and analytical skills.
• Ability to work independently and collaboratively in a remote team.
• Clear communication and proficient English language skills.
• Experience working on a team operating 24/7.

Responsabilidades

• Continuously monitor performance of EV charging stations worldwide.
• Respond and process incoming alarms and trouble tickets.
• Serve as point of contact for customers when technical problems arise.
• Maintain detailed records of technical issues and resolutions.
• Collaborate with cross-functional teams for efficient issue resolution.
• Develop training materials to improve troubleshooting skills.
• Recommend process improvements based on issue analysis.

Conocimientos

Technical support experience

Problem-solving skills

Analytical skills

Independent and collaborative work

Communication skills in English

Descripción del empleo

Overview

Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy, to the moment their item is delivered - from desktop to doorstep. Across the globe we have more than a thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines, and hundreds of thousands of employees, all working together to ensure the right item is delivered to the right person, in the right place, at the right time. Working in Amazon Operations is for people who like to be active and give their all. We work in a busy, dynamic environment and are part of a bigger team delivering on the expectations of millions of customers every day. We are open, inclusive and welcome individuality and diversity. The culture in our Operations is built on how teams bond and the work ethic that enables our business to run like clockwork. Our teams take pride in a job well done, looking out for one another, ensuring the highest safety standards and delivering the quality service Amazon is known for around the world. Amazon is committed to building a sustainable future for our customers, local communities, and the planet. Under The Climate Pledge we committed to be net-zero carbon across our business by 2040, 10 years ahead of the Paris Agreement. To get there, we need exceptionally talented, bright, and driven people who are dedicated to making a meaningful impact on the sustainability of our products and supply chain.

Role

Join us in the Amazon Reliability Maintenance Engineering (RME) team. We maintain and optimize technologies in the Global Amazon Warehouse & Delivery Network. Purpose of job: Amazon is a global leader in sustainable transportation solutions, dedicated to advancing the adoption of electric vehicles (EVs) and reducing our carbon footprint. Our state-of-the-art EV charging infrastructure continues to grow and spans the globe, providing reliable and accessible charging solutions to Amazon’s transportation network. We are seeking an experienced Electric Vehicle Charger Escalation Team member to own the end-to-end resolution process for all field issues. This includes collaborating with global stakeholders and working with vendors to drive the resolution of all issues affecting our EV charging infrastructure. You will be responsible for mentoring a team of specialists supporting the remote coordination of maintenance activities across our global charging networks. AMOC operates a 24/7 shift operation.

Key job responsibilities

• Continuously monitor the performance of EV charging stations worldwide, identifying any technical issues or anomalies.
• Respond and process incoming alarms, trouble tickets, purchase orders, invoices following SOPs and processes.
• Serve as a point of contact for customers in the field when technical problems arise. Escalate issues to the appropriate vendors or teams for resolution.
• Maintain detailed records of technical issues, escalations, and resolutions. Use reports and dashboards to track the performance and reliability of the charging network.
• Collaborate closely with cross-functional teams, including RME field, operations, sustainability and external stakeholders, to ensure efficient issue resolution.
• Develop and improve training materials and resources to improve troubleshooting skills, reducing the need for escalations.
• Recommend process improvements and enhancements to the charging infrastructure based on insights gathered from issue analysis.

Basic Qualifications

• Proven experience in technical support, escalation management, or a similar role.
• Good problem-solving and analytical skills.
• Ability to work independently and collaborate effectively in a remote team environment.
• Clear communication and proficient English language skills, both verbal and written.
• Experience working on a team operating 24/7

Preferred Qualifications

• Experience in electric vehicle charger industry or related industries.
• Proficient in other languages.

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