Technical Sales Support Representative Marine-Shakespeare Company


Job Summary:

The position is designed the be the primary conduit for technical communication to/from marine dealers and distributors creating product application awareness, training, trouble shooting technical issues, and providing product enhancement and creative product solutions to Product Management and Marketing. This role also serves as the backup to the Customer Service Representative.

Principal Accountabilities:

Tech support

Tier II (elevated), technical support (calls/emails) for resellers and end users
Supply training and materials needed for call center
Develop and manage Authorized Service Dealer network

Field Rep and customer support
•Create and ensure compliance process to review defective good claims from resellers. Review defective product claim adjustments (along with supporting evidence), with reps and resellers and approve or disapprove claims with the support of the Marine Business Manager to provide quality customer service, identify product improvements and effectively manage financial claims.

Marketing Collateral Content – Product Training
•Ensure that reps and our resellers are equipped with the right tools to market and educate the end user (technically) on the product.
•Ensure reps have the right materials at tradeshows, open houses and events.
•Develop and conduct specialized training on new and existing products to resellers and the rep teams to raise product awareness and benefits.
•Train resellers and reps on the application and use of various marketing tools.
•Help resellers revise SKU list and stocked assortment.
•Review customer marketing materials.
•Manage development and improvement of the Shakespeare catalogue.
•Improvements in packaging, manuals, web, marketing content and all touch points of the end user to Product Management and Marketing to improve the customer experience.
•Coordinate logistics, attend and lead set up of booth at trade shows.
•Script, develop, and maintain product trouble shooting videos on YouTube and marine site with support of Marketing.

Lead market and competitive analysis

•Recommend product improvements to Marine Product Manager.
•Identify and present innovative and creative product solutions in partnership with Product Management and convey end user and reseller feedback that will enhance the end user’s experience.
•Participate in the review of press releases, packaging, manuals, and spec sheets as they relate to new and existing products to ensure technical specifications and application of the product is recorded accurately.
Execute quality work that is accurate, timely and complete, reducing any potential risks to customer satisfaction.
Assist Reps and Business Management with qualification of new accounts.
Develop and maintain network of Pro-Staff, Guides, and other industry professionals aimed at enhancing Shakespeare brand awareness.
Manage sponsorship process and document ROI.
Participate in opportunities to develop both personally and professionally.
Serves as backup to the Customer Service Representative.
Other duties as assigned.

Minimum Qualifications:

5-10 years of technical support experience.
Excellent written and verbal communications skills.
Ability to read, understand and communicate technical documentation.
Ability to write and deliver training courses and materials.
Strong organizational skills and attention to detail.
Proper telephone etiquette and techniques to answer customer service phone calls in a timely, polite and professional manner.
Group facilitation and motivational skills.

Preferred Qualifications in Addition to Minimum:

5-10 years of Marine Product experience.
Bachelor’s degree in business or engineering.
Display a high level of technical expertise and client insight in the Marine industry.
Experience working with Outlook, Word, Excel and PowerPoint.

Send resume and cover letter to: Nick Propst, Shakespeare Company, LLC, 6111 Shakespeare Rd, Columbia, SC, 29223  or email to

The above statements describe the general nature and level of responsibilities for this position, and are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. Company management may assign other relevant, business-related duties.


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