Plex ERP Consultant

Masentó are seeking an experienced Plex ERP Consultant to join a long-term contract engagement providing 1st and 2nd line support across a manufacturing/plant environment. This is 100% remote.

This is a hands-on, business-as-usual (BAU) support role, working directly with plant users to resolve day-to-day system issues, manage the ticket queue, and ensure the smooth operational running of Plex within the business.

This role suits a consultant who enjoys working close to the shop floor, is comfortable being the first point of contact for end users, and can balance reactive troubleshooting with structured, process-driven support.

Key Responsibilities

• Provide 1st and 2nd line support for Plex ERP across the plant/site user base
• Manage, triage, and resolve incidents via the ticketing system in line with agreed SLAs
• Act as the primary point of contact for plant users experiencing system issues, guiding them through resolution
• Investigate, diagnose, and troubleshoot Plex functional and process issues, escalating to 3rd line/vendor support where required
• Log, track, and maintain accurate ticket records, ensuring timely updates and closure
• Identify recurring issues and contribute to root cause analysis and continuous improvement
• Support plant users with day-to-day Plex functionality across relevant modules (e.g. production, quality, inventory, shipping — tailor to client environment)
• Assist with system configuration changes, testing, and minor enhancements as needed
• Build strong working relationships with plant-based stakeholders and champion good ERP practice on the floor
• Contribute to knowledge base articles, support documentation, and user guidance materials

Essential Experience & Skills

• Minimum 5 years’ experience working with Plex ERP (formerly Plex Systems / Plex Manufacturing Cloud)
• Proven experience in an ERP support role covering 1st and 2nd line support
• Hands-on experience with ticketing/service management tools (e.g. ServiceNow, Jira Service Management, or similar)
• Strong track record working directly with plant/shop floor users in a manufacturing environment
• Solid understanding of manufacturing processes and how they map to Plex functionality
• Excellent troubleshooting and problem-solving skills with a methodical approach to incident resolution
• Strong communication skills, with the ability to explain technical issues to non-technical users
• Ability to work independently while managing a live ticket queue and competing priorities
• Comfortable working on-site with plant teams as required