Service Manager

Insight Global is seeking a Service Manager for a direct hire opportunity in Golden, CO. Our client is a family owned business servicing surgerical equipment for veterinary clincis. The Service Manager oversees and supports the field technician team, ensuring their success, well-being, and consistent delivery of outstanding client experiences. This role bridges the gap between leadership and technicians, freeing up executive capacity, improving communication, and ensuring technicians feel supported, connected, and appreciated. The Service Manager is responsible for scheduling, training, onboarding, and day-to-day management, while leveraging company systems to optimize operations and provide exceptional customer service in a rapidly growing environment.

Essential Duties/Responsibilities:
• Manage day-to-day operations of the technician team, including scheduling, workload balancing, and rescheduling in cases of sickness, lateness, or emergencies.
• Lead onboarding, training, and professional development initiatives, including mentoring, evaluations, and goal setting.
• Ensure technicians feel connected, supported, and appreciated before and after field assignments; proactively recognize achievements and address concerns.
• Oversee scheduling systems and workload distribution to ensure fairness, efficiency, and alignment with client priorities.
• Use Salesforce (CRM) to proactively understand the impacts of scheduling changes to clients based on the services/PM required. Assess customer service requests and prioritizes them based on typical client machine loads and the potential impact of an outage.
• Supervise the Scheduling Manager/Dispatcher, ensuring accurate data entry and effective use of CRM tools.
• Manage administrative processes including timesheets, receipts, and expense tracking.
• Support technicians with travel demands, advocating for manageable schedules and balancing workloads across the team.
• Act as a liaison between technicians, scheduling staff, and leadership to resolve conflicts, triage local customer requests, and improve client experience.
• Foster open communication, transparency, and team camaraderie through regular check-ins, recognition, and support.
• Promote continuous improvement by gathering feedback from technicians and customers, and implementing changes to processes and systems.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 5+ years of experience managing and leading a team of field service technicians.
• Proven strong leadership skills with the ability to support, coach, and develop and retain employees.
• People 1st leader with excellent communication and interpersonal skills, with a focus on empathy and team advocacy.
• Strong background in operational efficiency implemeting and managing service KPIs related to scheduling, client triage, service implementation and documentation, in a service-based organization.
• Familiarity with CRM systems (Salesforce preferred) and ability to leverage technology for data reporting

• Prior field service background in veterinary services

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.