Escalation Specialist, Escalation Specialist

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Skills you'll use

What you'll do

• Respond to and triage incoming work requests within standard service level agreements (SLAs)
• Manage remote works from start to end, including work order/purchase order raising and receipting
• Communicate effectively and efficiently with stakeholders (Reliability Maintenance Engineering, Ops, H&S etc.)
• Provide updates on vendor status, take the lead on coordinating works during an escalation
• Identify and escalate critical issues through appropriate channels to maintain equipment reliability and minimize operational impact
• Monitor, respond to, and manage refrigeration alarm systems, ensuring timely response to critical alerts
• Manage and prioritize work queues based on urgency and SLA requirements
• Coordinate with local vendors and maintenance teams to ensure timely resolution of facility issues
• Execute emergency response procedures during critical facility incidents
• Document all actions and maintain accurate case records

Who can apply

• - 1+ years of customer service or back-office roles in corporate environments experience
• - Experience using CMMS (Computerized Maintenance Management Systems) to plan proactive maintenance and record reactive tasks
• - Experience in Electrical/Mechanical/Electronics and Communication/Instrumentation and Controls
• - Experience with professional documentation using the Microsoft Office suite (Word, Excel, Outlook)
• - Speak, write, and read fluently in English
• - Ability to work in a 24/7 shift environment

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