Job Purpose
A dedicated Escalation Specialist is required to join the Maintenance Operations Centre (MOC) team. This role is essential in providing 24/7 monitoring and response for a global facility network, ensuring continuous operation through effective vendor management and technical support.

The successful candidate will be responsible for first-line monitoring, vendor dispatch coordination, and escalation management across multiple business units.

Key Responsibilities

• Respond to and triage incoming work requests within standard Service Level Agreements (SLAs).

• Manage remote work activities from initiation to completion, including work order and purchase order creation and receipting.

• Communicate effectively and efficiently with key stakeholders, including Maintenance, Operations, and Health & Safety teams.

• Provide timely updates on vendor status and take the lead in coordinating works during escalations.

• 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 prompt attention 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 taken and maintain accurate case records.

• Support continuous improvement initiatives for processes and procedures to enhance operational efficiency.