Product Support Specialist

Job Description

Job Description

Sihl creates innovative solutions with its premium coatings. With more than 400 employees in the Sihl Group, we contribute to the success of our customers in a wide range of industries in almost every country in the world. From packaging and labels to printing and logistics, customers trust our premium coating and technological expertise. In short, Sihl is simply the better solution!

POSITION: Product Support Specialist

REPORTS TO : Marketing Supervisor

POSITION CLASSIFICATION: Full Time– Hourly, Non-Exempt

POSITION DESCRIPTION: This role focuses on supporting and optimizing wide format media operations to ensure high-quality output and efficient workflows. Responsibilities include color profiling, product quality testing, equipment maintenance, troubleshooting, and evaluating new media to maintain consistent production standards. The position works closely with sales, customer service, and marketing to align production capabilities with business needs and drive process improvements. This role also supports product data management by maintaining accurate product information, assisting with price updates, and contributing to basic market analysis. Data accuracy across PIM/ERP systems is important, it is a supporting function to the core operational focus. This role requires strong technical and analytical skills, attention to detail, and hands-on experience with wide format printing technologies.

DUTIES AND RESPONSIBILITIES :

Wide Format Media Support

• Perform routine maintenance and troubleshooting on wide format printers & other equipment.
• Calibrate printers and manage color profiles.
• Monitor ink levels, media usage, and equipment performance.
• Coordinate repairs or service with vendors or technicians when needed.

Product Data Management

• Enter, update, and maintain product data in internal systems (e.g., PIM, ERP, e-commerce platforms).
• Ensure product data is accurate, complete, and consistent across all sales and marketing channels.
• Maintain product item descriptions, price sheets and product specifications.

Cross-Functional Collaboration

• Collaborate daily with customer service, sales, and operations to align product data with business needs.
• Coordinate with marketing, product managers, and IT to collect and validate product-related information.
• Provide product support to customers by answering questions, troubleshooting issues, and ensuring a positive user experience.
• Produce and fulfill orders of printed samples for customers and sales.
• Work with product management for quality testing, ensuring print materials meet accuracy, design, and production standards prior to release.

ESSENTIAL SKILLS:

• Strong computer literacy, with the ability to navigate design, production, and workflow software efficiently.
• Hands on experience with digital printing equipment, ideally 3+ years in wide format printing or a similar production environment
• Proficiency in Microsoft Excel; experience with PIM, ERP, or e-commerce systems preferred.
• Experience using RIP (Raster Image Processing) software, such as Onyx, EFI, Fiery, or similar platforms to manage color, layout, and print queues.
• Familiarity with color management tools and the ability to ensure accurate color output across various materials and devices.
• Working knowledge of color theory, including density, gamut, ink limits, and color profiles, to optimize print quality and consistency.
• Strong understanding of marketing and/or business principles, with the ability to support brand consistency and visual communication goals.
• Excellent communication and cross-departmental collaboration skills.
• High attention to detail with strong organizational and analytical skills.
• Physical capability to lift 50+ pounds for handling material rolls, substrates, and equipment components.