Business Service Solutions Supervisor (Internal Only)

GTA • Tamuning, GU

2d • Onsite

About The Position

The Business Service Solutions Supervisor will be in charge of directing the daily field activities of the Business Service Solutions team. This role provides timely, safe, and reliable oversight for installation, repair, and maintenance services for business customers. The supervisor will act as a technical expert, coaching and developing technicians, coordinating with Dispatch and supporting teams, and ensuring all assignments meet high-quality standards.

Requirements

• High school diploma or equivalent required.
• Substantial hands-on experience installing, maintaining, and troubleshooting business telecommunications services (minimum of five years of relevant experience, or an equivalent combination of training and demonstrated capability).
• Demonstrated experience guiding technicians, leading field assignments, mentoring employees, or coordinating complex installations.
• Working knowledge of business voice and data services, copper and fiber infrastructure, customer premises equipment, and applicable service testing methods.
• Ability to interpret work orders, circuit information, site drawings, and test results, and maintain accurate records in service order and trouble ticket systems.
• Strong communication, customer service, problem-solving, and organizational skills.
• Ability to learn and support new technology and operating procedures.
• Valid driver’s license and ability to meet company requirements for driving and customer site access when required for assigned duties.
• Ability to promote the Company culture and mission.
• Technical skills – Working knowledge of computer systems/software and computerized billing.
• Effective communication skills.
• Oral presentation skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience.
• Strong organization skills with an ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, and be able to work in a fast-paced environment; must be detail-oriented and accurate in work.
• Attendance/Punctuality – Consistently at work and on time for scheduled shift and department or customer scheduled meetings; ensures work responsibilities are covered when absent.
• Decision-making – Makes sound, well-informed, fact-based decisions and seeks guidance when needed.

Nice To Haves

• Technical education or relevant telecommunications training preferred.
• Prior formal supervisory experience preferred.

Responsibilities

• Direct and support assigned technicians and field leads, clarifying daily priorities, work expectations, and accountability.
• Coordinate with Business Dispatch on technician assignments, skill requirements, customer appointments, workload, and coverage, identifying and communicating delays.
• Lead field walkthroughs and support complex business installations and projects, confirming site readiness, equipment, access, cabling, and testing requirements.
• Provide technical guidance for business voice, broadband, fiber, dedicated Internet, data circuits, and customer equipment, supporting both legacy and newer platforms.
• Assist with advanced field troubleshooting and restoration, engaging relevant teams when additional expertise is required.
• Verify installation and repair quality, service testing, customer handover, and accurate documentation.
• Ensure every assignment is supported by a service order or trouble ticket and require timely updates in eLation+ and applicable systems.
• Coordinate customer follow-up when site conditions or customer actions delay completion, identifying ownership and next steps.
• Coach technicians, assess skills, and support onboarding and cross-training, capturing experienced technicians' knowledge in practical guides and documented procedures.
• Participate in performance reviews and recommend training, development, recognition, and corrective action.
• Monitor work completion, repeat trouble, missed appointments, documentation quality, and customer escalations, recommending improvements.
• Ensure technicians follow approved safety practices, use appropriate protective equipment, and handle vehicles, tools, test equipment, and customer property responsibly.
• Coordinate equipment availability and accountability with Warehouse and supporting teams.
• Support after-hours coverage, emergency response, and storm restoration as assigned, communicating resource needs, service risks, and unresolved operational issues.
• Perform other related duties as required.

Benefits

• Equal Opportunity Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED