Facilities Coordinator III – Alarm Monitoring and Incident Management

About the role

The Reliability, Maintenance and Engineering (RME) team at Amazon's Maintenance Operations Center (AMOC) in San Jose, Costa Rica is hiring a Facilities Coordinator III. The AMOC provides 24/7 monitoring, facilities escalation management, vendor dispatch and tracking, and documentation and resolution management for several Amazon business units, with and without dedicated onsite maintenance personnel. This is a full-time, permanent, non-remote position at the El Tobogan Corporate Center; relocation benefits are not offered, and candidates must be legally authorized to work in Costa Rica.

Key responsibilities

• Monitor alarm systems, dispatch local vendors and assist site maintenance and operations personnel with troubleshooting.
• Administer the systems used to keep data accurate and communications flowing.
• Triage and respond to alarm signals within standard service level agreements (SLAs).
• Create Zoom bridges for new tickets so vendors, maintenance teams, engineering partners and operations leaders can talk in real time, and escalate issues as needed.
• Handle inbound calls from stakeholders during ticket follow-ups, giving status updates, answering questions about missing information and requesting ticket updates.
• Evaluate asset status proactively to spot issues that need escalation to supervisors or management.
• Manage a communications suite including multi-line telephones, instant messaging clients, IP-based tools and inbound calls, multitasking across them.

Required profile

• 1+ year of customer service or back-office roles in corporate environments.
• Fluent speaking, writing and reading in English.
• Experience in electrical, mechanical, electronics, communication, instrumentation and controls.
• High school diploma or equivalent.
• Preferred: experience handling customers and resolving conflicts with a focus on quality, and experience multitasking in a command center environment.

Required skills

• Microsoft Office tools (Excel, Word, Outlook)
• Use of Microsoft Teams and Zoom for incident management

Schedules are Sunday to Wednesday or Wednesday to Saturday, 7:00 to 18:00; part-time, night or graveyard shifts are not available. Selected candidates will work from the SJO11 office under the company's Return to Office guidance. Applications must be submitted in English.