Aftersales Support Representative presso Winco

PRIMARY RESPONSIBILTIES 

Winco Sales is a collaborative environment that builds on each team member’s unique strengths and provides opportunities to learn and grow. The Aftersales Support Representative plays a critical role in ensuring customer satisfaction by managing warranty claims, processing parts orders, assisting with technical support, and serving as a primary point of contact for aftersales communication. This hybrid position bridges technical service, parts, and customer service functions to provide seamless support to dealers, distributors, and end customers. A key focus of this role is providing timely solutions to minimize equipment downtime and ensure customers’ units are back up and running as quickly as possible.

JOB INTERACTIONS AND INTERFACE

This role interacts with staff in all departments as necessary

DUTIES / RESPONSIBILITIES

•   Warranty Management

    Process, review, and track warranty claims in accordance with company policies.

    Coordinate with service technicians, engineering, and quality teams to validate claims.

    Communicate claim status and resolution to customers in a timely and professional manner.

    Manage submittal and tracking of supplier claims and RMAs for failed components in the field.

•   Parts Support

    Receive, process, and follow up on parts orders from customers and dealers.

    Assist in identifying correct parts using technical documentation and ERP systems.

Monitor inventory availability and coordinate with supply chain and warehouse staff to ensure on-time fulfillment.

•   Customer Service & Technical Help

    Serve as the first point of contact for aftersales inquiries (phone, email, portal).

Provide technical assistance and troubleshooting guidance to customers, dealers, and field technicians.

    Collaborate with engineering and service staff to diagnose problems and recommend solutions.

Ensure prompt action is taken to resolve issues and minimize equipment downtime, with a focus on getting down units back up and running as quickly as possible.

Maintain accurate records of all technical cases, customer interactions, claims, and parts orders in the CRM/ERP system.

•   Cross-Department Collaboration

    Work closely with engineering, production, and quality teams to report recurring product issues.

Provide feedback from the field to improve product performance and reduce warranty costs.Support the Aftersales Manager in developing improved processes for warranty, service, and parts.-Other duties as assigned

REQUIRED SKILLS AND QUALIFICATIONS

•   Associate’s or Bachelor’s degree in Business, Supply Chain, or related field (or equivalent experience).

•   2–4 years of experience in customer service, parts, warranty, or technical support in a manufacturing environment.

•   Strong organizational skills with the ability to manage multiple priorities.

•   Proficiency with ERP systems and Microsoft Office Suite.

•   Excellent communication skills (written and verbal) with a customer-first mindset.

•   Technical aptitude to read product manuals, diagrams, and troubleshoot mechanical/electrical equipment (preferred).

•   Problem-solving and decision-making

•   Technical troubleshooting ability

•   Attention to detail and accuracy

•   Cross-functional teamwork

•   Ability to remain calm and professional under pressure

•   Urgency in resolving downtime situations

•   Continuous improvement mindset