The posting
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.
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.
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 span the globe, providing reliable and accessible charging solutions to drivers around Amazon’s 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. • 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.
A day in the life Your job is simple to describe and never boring to do: keep the EV chargers up and running.
You'll start each morning with the most urgent cases — the chargers that are down. For each one, you'll play detective: fix it remotely in minutes, or send someone to the site? When the cause isn't obvious, you'll dig into the charger's history to find the root problem, and know when to escalate.
Much of your day is making things happen through others — coordinating technicians and vendors, joining alignment meetings, and handling the paperwork: purchase requests, technical reports, quotes, and invoices.
About the team You'll join a team that brings together two kinds of expertise. On one side are escalation specialists who come from a range of different backgrounds, united by solid experience in customer service and support — they know how to stay calm under pressure, keep people informed, and drive an issue through to resolution. On the other side are senior EV charger specialists, the technical experts who know these chargers inside and out and can get to the bottom of even the trickiest problems.
- Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.) - Experience working independently and collaborating effectively in a remote team environment - Experience in a 24/7 environment - Speak, write, and read fluently in English at C1 level or above - Experience in technical support, escalation management, or a similar role.
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience in Electric vehicle charger industry or related industries - 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.
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.
