Customer Srvc/Color Management Specialist

Customer Srvc/Color Management Specialist

Job Location: Austin, TX

Reporting to: Customer Service Manager

Shift: M-F, 9:00am-5:00pm CST

Department: Customer Service

Pay Scale: 60,000

Position Summary

The Color Management Specialist / Customer Support Specialist plays a critical role in supporting customers with both technical color workflow solutions and day-to-day customer service needs within the fine art and digital printing industry. This position combines hands-on color management expertise with exceptional customer support skills to ensure customers achieve accurate, repeatable, and high-quality print results across a variety of printers, media types, inks, and RIP software platforms.

This role requires strong communication skills, technical troubleshooting abilities, and a passion for helping customers succeed. The ideal candidate will be comfortable assisting customers through printer profiling, calibration, media recommendations, print troubleshooting, workflow optimization, and general order/account support.

The Color Management Specialist will work closely with Sales, Production, Operations, Product Development, and Customer Service teams to improve customer experience and uphold the company's reputation for premium fine art media and technical expertise.

Key Responsibilities

• Communicate directly with customers and prospects in a professional, friendly, and solution-oriented manner.
• Provide pre-sale and post-sale support via phone, email, chat, and ticketing systems.
• Troubleshoot customer concerns related to orders, products, shipping, technical issues, and print workflows.
• Manage customer issues from initial contact through resolution while maintaining detailed and accurate records.
• Assist customers with printer setup, calibration, profiling, and color workflow optimization.
• Support customers with ICC profiles, RIP software configuration, and color-managed printing workflows.
• Troubleshoot color inconsistencies, print defects, media compatibility issues, and output quality concerns.
• Provide recommendations on printer, media, and workflow combinations to achieve optimal print performance.
• Collaborate with Product Development, Quality Control, Operations, and Sales teams to identify and resolve recurring product or print quality issues.

Experience & Qualifications

Required

• Minimum 2 years of customer service or technical support experience.
• Experience with large-format inkjet printing, fine art printing, or color-managed workflows.
• Strong understanding of ICC profiles, color spaces, and print calibration concepts.
• Familiarity with Epson, Canon, HP and any other professional print systems.
• Experience using RIP software and print workflow tools.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong time management and organizational skills.
• Positive, professional, and customer-focused attitude.
• Ability to multitask and manage multiple customer requests simultaneously.
• Experience with CRM, ERP, or ticketing systems such as NetSuite or Freshdesk.

Preferred

• Experience in fine art, photography, signage, or print production industries.
• Familiarity with Adobe Creative Suite applications, especially Photoshop.
• Experience with spectrophotometers and calibration devices.
• Knowledge of color theory and print production workflows.

Education

• College degree is preferred, but equivalent industry experience will also be considered.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods of answering phone calls with the use of a headset.
• Ability to occasionally inspect print samples and media rolls.
• Must be able to lift up to 25 pounds.

Working Conditions

Work performed in a warehouse environment with exposure to moderate noise, moving equipment, and temperature variations.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid holidays and generous PTO.
• Career growth and promotional opportunities.
• And much more!

The Marco Group is an equal-opportunity employer and complies with all applicable federal, state, and local non-discrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department.