Job Description
This is a full-time, permanent, non-remote position based in SJO10 Building in Calle Blancos, 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.
About the team
In accordance to Return to Office (RTO) Guidance, selected candidate(s) will be required to work 5-days per week from SJO10, Calle Blancos, San Jose. (Learn more here: https://www.aboutamazon.com/news/company-news/andy-jassy-update-on-amazon-return-to-office)
ONLY schedule available for this role is 7:00am to 6:00pm from Wednesday to Saturday; additional shift changes may be required per business needs which will be announced with proper notice.
Amazon is a multinational technology company with English as its core business language. Your recruiting/hiring team may be located in different jurisdictions, all CVs must be submitted in English to be eligible for consideration.
Basic Qualifications
- Speak, write, and read fluently in English
- High school or equivalent
- Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- Experience working in a contact center environment
Preferred Qualifications
- 1+ years of customer service experience, or 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
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.
