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 surgical equipment for veterinary clinics. 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.

Oversee daily technician operations, including scheduling, workload balancing, and coverage for absences or emergencies.

Lead onboarding, training, mentoring, and performance management for the technician team.

Support technician engagement through regular communication, recognition, and issue resolution.

Utilize Salesforce CRM to prioritize service requests and make informed scheduling decisions based on client needs.

Supervise scheduling/dispatch functions and ensure accurate administrative processes, including timesheets and expenses.

Serve as the primary liaison between technicians, leadership, and customers to resolve issues and improve service delivery.

Drive continuous improvement through feedback, process enhancements, and team development.

Required Skills & Experience

• 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 implementing 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