EMEA Manager, Support

  • Full time
  • Prague
  • Posted 1 week ago

Want to work with fearless innovators, visionaries, and community-minded people who challenge the status quo? We do too.

Plex is more than a software company — we’re a team of disruptors who are driving innovation and unlocking the promise and value of smart manufacturing.

It isn’t a trend or a moment, it’s a movement. And we’re leading it, but we can’t lead it alone.

That’s where you come in.

Plex Systems, Inc.® delivers the first smart manufacturing platform, helping the world’s leading innovators to make awesome products. Built in the cloud, the Plex Smart Manufacturing Platform includes MES, ERP, supply chain management, Industrial IoT, and analytics.

We believe that anything that can be made can be made better, and we are focused on finding the right people to help us achieve the big important tasks ahead.

Is that person you?

We are seeking a  Manager, Support Services  to join our growing team in  Prague .


  • Lead, coach, and develop a technical support team across multiple product/module areas primely supporting customers within EMEA and assigned geo region
  • Drive adoption of corporate goals and strategies to team members
  • Responsible for the services and support delivery results of assigned KPIs & SLA’s within assigned geography
  • Responsible for presenting and analyzing service delivery results weekly, monthly, and quarterly
  • Analyzes trend data from a variety of sources and regularly reports opportunities for case reduction and case deflection within product(s)
  • Serves as geo point of escalation with internal and external customers
  • Oversees daily case activities and case swarming,
  • Plans and organizes case workload and capacity planning of all team members, in such a way to improve customer experience and reduce overall case backlog
  • Assess and identifies areas of technical development for assigned team/geo.
  • Organizes and plans the mentoring activities and on-going training of all team members to ensure continuous learning and development
  • Responsible for successful onboarding and training new hires as well as envision career mapping for team members
  • Responsible for influencing a positive and rewarding work environment, including employee satisfaction & retention
  • Rotates “on-call” duties to ensure adequate leadership coverage during all hours of operation, as well as vacation coverage and other events
  • Leads critical incident management events
  • Influences other internal teams such as development, product management and sales to progress case to closure and address support challenges
  • Align with local leaders and HR to ensure compliance with local regulations
  • Experience using standard support software including CRM, Ticketing Tool, Call Center, etc (Salesforce, Jira, MS Teams, Confluence, Coveo)
  • Experience implementing or supporting help desk/call center software & technologies within an Omnichannel environment
  • Experience with a community-enabled knowledge management system
  • Experience with Workforce Management planning
  • Experience with Learning & Development planning
  • Experience with disaster recovery/business continuity planning
  • Experience with KCS best practices
  • Ability to effectively handle conflict and confront challenging issues in a fast-paced work environment
  •   IS IT IN YOU?

  • Bachelor’s Degree and/or equivalent experience
  • Minimum of 4 years within SaaS Support Organization OR a minimum of 5+ years leading a help desk/customer support team
  • QMS/MES/ERP Experience a plus; Plex experience preferred
  • Manufacturing background preferred
  • Strong communication and presentation skills
  • Experience coaching employees and demonstrating servant leadership
  • Strong analytical and problem-solving skills
  • Highly collaborative
  • Proficient English language skills (written and verbal).
  • Candidates must be in the Czech Republic or be authorized to live and work therein

    We are proud to be recognized as one of the top workplaces in the tech industry. In fact, it’s Plex employees themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, innovation, and excitement. Some of the things our employees enjoy including:

  • Competitive Salaries
  • Generous benefits 
  • Generous leave policies
  • Health club dues reimbursement
  • To apply for this job please visit cz.talent.com.