Product Support Supervisor - req15625

Fire Protection Publications (FPP) is a mission-driven, values-based organization dedicated to the production of high-quality educational content for the international community of firefighters and first responders. FPP is an Engineering Extension unit of the College of Engineering, Architecture and Technology at Oklahoma State University.

We are looking for the right individual to serve as Product Support Supervisor. This position will supervise the product support team. A successful product support supervisor will deliver comprehensive, high quality support for various IFSTA/FPP products and services by telephone, email and other online services. They will ensure all front-end policies and procedures are followed. On this is a fast-paced team, the supervisor will train, observe and coach the customer support team. This position will provide the customer and the organization seamless support from the point of order entry to order fulfillment by analyzing the order and evaluating how to best provide support for any request related to IFSTA/FPP products.

This position will be based in Stillwater, OK. Areas of responsibilities include but are not limited to:

  • Manage the successful day to day operations of the product support specialist, model solution focused customer support, maintain positive, professional relationships with team members, customers, distributor and vendors.
  • Create and implement procedures for ticket tracking, documentation and etc.
  • Use technology to develop, distribute and present technical and training information to groups of people in person and virtually.
  • Liaise with other departments on projects and company initiatives as needed, assist in the pre-production testing of products and application upgrades.
  • Be responsible for assisting the department in the deployment of production ready products.
  • Process orders and invoice request.


High school diploma (or GED) and ten years related experience and demonstrate progress toward bachelor’s degree or bachelor’s degree and five years of related experience. Have excellent communication and interpersonal skills and communicate complex ideas in a clear and concise manner. Possess ability to establish and maintain effective working relationships with co-workers, stakeholder, customers and vendors. Also, have a sincere passion for delivering exceptional customer services and overall experience. Possess the ability to track, meet deadlines, learn new skills and problem solve. Demonstrate leadership experience. Candidate will need to be organized and have attention to detail and quality. Demonstrated understanding and application of FPP's organizational values: Service, Safety, Quality, Integrity, Excellence, Professionalism, Accuracy, Collaboration, Credibility, Innovativeness, Accountability.


Compensation for this position will be based on work experience, skills and abilities the selected candidate brings to the position. The current hiring range for Oklahoma State University is $40,740.00 - $59,280.00 annually.

Oklahoma State University is an Affirmative Action/Equal Opportunity/E-verify employer committed to diversity and all qualified applicants will receive consideration for employment and will not be discriminated against based on age, race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, disability or protected veteran status. OSU is a VEVRAA Federal Contractor and desires priority referrals of protected veterans for its openings.



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