Escalation Specialist - EV Charging, Sustainability Maintenance Services
DESCRIPTION
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 thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines, and hundreds of thousands of employees, all working together in harmony to make sure the right item gets 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 single day. We are open, inclusive and welcome individuality and diversity. The culture in our Operation is built on the way teams’ bond and the work ethic that enables our business run like clockwork. Our teams take pride in a job well done, looking out for one another, ensuring the highest safety standards and playing their part in 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 that are dedicated to making a meaningful impact on the sustainability of our products and supply chain.
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 span the globe, providing reliable and accessible charging solutions to drivers around Amazons transportation network. As an Electric Vehicle Charger Escalation Specialist, you will play a critical role in maintaining the functionality and reliability of our global network of Electric Vehicle (EV) chargers. You will be part of a 24/7 team responsible for remote coordination and escalation of maintenance and technical issues to ensure minimal downtime and optimal performance of our charging network.
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.
- Provide remote technical support to on-site RME Technicians, assisting in diagnosing and resolving issues to minimize downtime.
- Analyze data to proactively identify potential problems and performance trends.
- Develop improvements for optimizing reliability and RME processes.
- 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.
BASIC QUALIFICATIONS
- Proven experience in technical support, escalation management, or a similar role.
- Proficiency in English
- Good problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and collaborate effectively in a remote team environment.
- Willingness to work 24/7 shift rotations.
PREFERRED QUALIFICATIONS
- Bachelor's degree in Electrical Engineering, Computer Science, or a related field.
- Knowledge of electric vehicle charging systems a and infrastructure.
- Proficient in other languages.
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.