Service Delivery Manager jobs in Hampshire

Service Manager

Department: Service Team

Location: Columbus Way, North Way & Ludgershall-base site

Reports To: CEO/ Operations Manager

Overview:

Founded in 1985, Andover Trailers Limited has become a leader in the field of specialist body and trailer manufacturing. We are renowned for our unrivalled engineering standards and the highest quality materials, ensuring our products offer an unmatched combination of strength, durability, and operational ease. Each trailer and body leaving our facility is a testament to our commitment to "Better by Design," tailored to meet the precise needs of our customers now and in the future.

Role Purpose:

The Service Manager is responsible for the day-to-day running of the Service Department. This includes planning workshop and field activities, managing customer communication, administration for quoting and invoicing, overseeing quality of work, controlling costs and improving service processes.

The role will provide direction and support to team members as part of ensuring that all service work, warranty repairs, inspections and breakdowns are carried out safely, on time, and to a high standard following company procedures.

Key Responsibilities

• Manage Trailer Servicing, warranty repairs, modifications, and site support
• Coordinate work across Andover Trailers sites; Columbus Way, North Way & Ludgershall- site
• Plan and coordinate daily activities of Service Engineers (workshop and site work)
• Prioritise jobs including warranty, breakdowns, inspections, and planned maintenance
• Monitor progress of open jobs and ensure timely completion
• Develop and maintain a process (excel tracker) for visibility of all active service jobs and workload including warranty history of vehicles and sharing key up-dates at weekly Production meetings for Design, Production and Sales teams
• Administration duties including timely preparation of quotes and invoicing
• Support in monitoring profit and loss related to Service and Repairs activities, identifying opportunities for process improvements and cost savings
• Drive continuous improvement initiatives including process mapping and workflow enhancements
• Support customers across commercial, plant, and fleet sectors
• Developing the company processes with a focus on customer satisfaction and ease of use
• Ensure trailers are ready for collection, delivery, PDI or further work as required
• Coordinate subcontract work, trailer transport, and parts availability

Team Management

• Allocate, organise, and plan daily tasks/workload to schedules and deadlines
• Manage, motivate, and support Service Engineers and service-related staff to achieve targets and deadlines
• Provide clear instructions, coaching and on the job/external training as part of ongoing development of the team
• Monitor team performance and work to ensure activities are conducted safely with issues addressed promptly as needed
• Promote effective communication and teamwork between Service, Quality, Production, Stores and Engineering
• Review and monitor progress of jobs updating other teams as needed and ensuring the proper sign off

Customer Management

• Act as the main point of contact for service-related customer queries
• Agree scope of work, timelines, and next steps with customers
• Prepare and issue quotations for labour, parts, travel, and inspections, logging follow up action and relevant dates
• Handle customer complaints and issues professionally

Technical Coordination

• Liaise with Engineering, Production, and Stores to resolve technical issues
• Support fault finding on trailers, hydraulics, electrics, steering systems, axles, and running gear
• Communicate with suppliers such as BPW, Tridec, Dhollandia, Knorr-Bremse regarding parts, technical support, and warranty.
• Ensure parts are ordered and available in line with job requirements.

Quality Standards & Compliance

• Oversee quality of repairs and inspections
• Ensure service documentation is accurate and complete.
• Work with QA / HSE to ensure safe working practices and compliance with company procedures
• Support PDI, final inspections, and sign-off processes
• Responsible for the quality output within respective areas/department
• Ensure all work meets the required quality standards and follows the relevant specifications in line with drawings and build instructions
• Highlight any quality issues immediately and support investigation or corrective actions
• Conduct quality inspections and ensure the Job Book inspection signoffs have been completed for your area/department before moving the product on
• Work closely with the Quality department to address non-conformances and implement corrective actions

Health & Safety

• Responsible for health and safety within respective areas/team
• Ensure all work is conducted in accordance with company health & safety policies, risk assessments, and statutory regulations
• Promote a culture of safety-first and challenge unsafe behaviours or conditions via our near miss procedures
• Deliver & participate in toolbox talks, safety briefings, and support accident/incident investigations if any witness, near misses in line with support from Health & Safety Advisors
• Maintain a tidy and organised work area in line with Health and Safety 6S principles
• Ensure and oversee all tools, equipment and PPE are used correctly and maintained in good condition

Cost Control & Commercial Awareness

• Monitor labour, parts, and travel costs
• Ensure jobs are correctly costed and commercially viable
• ·Support invoicing by confirming scope of completed work
• Ensure all service work is properly recorded and recoverable

Process Improvement

• Develop and improve service planning and tracking systems
• Improve control of job numbers, service logs, engineer reports, and warranty records
• Support implementation of KPIs for the Service Department
• Drive continuous improvement initiatives around response time, communication, and efficiency
• Progress of jobs updating other teams as needed and ensuring the proper sign off

Other Duties:

• Support cross-functional teams as and when required
• Contribute to audits, compliance checks, and improvement projects
• Commitment to Company Policies as set out in the Employee Handbook
• Perform any other duties within the scope, spirit and purpose of the job or business needs as requested by the line manager
• This job description may be reviewed and be subject to amendment in consultation with the postholder in line with business requirements

Essential Knowledge & Experience:

• Experience in Service and/ or Transport management, workshop supervision, or technical team leadership
• The ability to coach, and mentor fellow colleagues
• Ability to persevere with challenging logistical related problems
• Strong organisational and planning skills, ability to meet tight deadlines and targets
• Experience dealing with customers and resolving issues
• Technical understanding of trailers, hydraulics, commercial vehicles, or heavy equipment
• Working knowledge and understanding of health and safety practices
• Full UK driving licence
• Good written and verbal communication skills
• Well organised and dependable with good attention to detail and a problem solving mindset

Desirable Knowledge & Experience:

• Experience in trailer manufacturing or service environment
• Knowledge of warranty processes and claims
• Experience with KPIs, continuous improvement or Lean/6S
• Understanding of compliance, inspections, and safe working practices

Working Hours:

Monday to Friday, 40 hours per week

Job Type:

Full-time

Salary:

From £19.23 to £25.96 per hour equivalent to £40, 000. 00- £54, 000 per annum

Benefits:

· Competitive hourly rate or salary (based on experience)

· 20 days holiday plus bank holidays

· 2/3 days gifted by the Company for Christmas/New Year

· Early Friday finish time of 3.00pm, for all employees

· Bonus Scheme- In Place for hourly paid Production/Workshop employees

· Overtime available- In Place for hourly paid Production/Workshop employees

· Free on-site Parking

· Convenient location, close to food outlets, green space & parks

· Company team events

· Life Assurance Scheme

· Pension Scheme

· Training and development opportunities

Additional Information:

Employment is subject to satisfactory evidence of the right to work in the UK.

BPSS clearance (right to work, identity, criminal record, employment history) may be required for MOD Projects as applicable.

Statutory Sick Pay (SSP) only.

Andover Trailers Limited is committed to equal opportunities and requires all employees to work well with colleagues and third parties of all cultures and backgrounds.

This job description summarises the main duties and is not exhaustive.

Pay: £40,000.00-£54,000.00 per year

Work authorisation:

• United Kingdom (required)

Work Location: In person