Facilities Coordinator III, NA AMOC, NA AMOC

About the role

This is a full-time, permanent, non-remote position based in SJO11, El Tobogan Corporate Center, San Jose, Costa Rica, and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

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 respond to alarm signals within standard service level agreements (SLAs), create Zoom bridges for all new tickets to connect all vendors, maintenance teams, engineering partners, and operations leaders in real time, as well as, escalate issues as needed to ensure the integrity of Amazon equipment reliability.
• Handle inbound calls from stakeholders during ticket follow-ups to provide status updates, address queries about missing information, request ticket updates, or document any ticket-related incidents.
• Proactively evaluate the status of assets to identify potential issues requiring escalation to supervisors or management.
• Manage a communications suite including: multi-line telephones, instant messaging clients, IP-based tools, and inbound calls, performing software multitasking simultaneously.

Basic Qualifications

• 1+ years of customer service or back-office roles in corporate environments experience
• Speak, write, and read fluently in English
• Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls
• Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
• High school diploma, or equivalent

Preferred Qualifications

• Experience handling customers and conflict resolution with a focus on quality for customer experience
• Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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