Technical Support Specialist

Enovis•Fort Worth, TX

About The Position

The Technical Support Specialist is responsible for coordinating and supporting the technical integration of laser devices within customer clinic environments. This role ensures successful pre-installation preparation, network connectivity, and PMIS (Practice Management Information System) integration. The specialist acts as a key liaison between internal teams, sales representatives, clinic IT staff, and customers to ensure smooth implementation, system functionality, and ongoing technical support. In addition to integration support, this role provides assistance with software troubleshooting, reinstalls, and updates across multiple company products, helping customers resolve common technical issues that impact system performance and connectivity. Front line for customer feedback which is documented in the case and complaint management systems for regular trend analysis and review by the quality team

Requirements

Experience with Wi-Fi/network configuration and connectivity troubleshooting.
Experience supporting network connectivity and system integrations.
Familiarity with Practice Management Information Systems (PMIS) or similar healthcare/dental software integrations preferred.
Experience assisting with software installations, reinstalls, updates, and configuration.
Ability to troubleshoot basic computer software errors across multiple products.
Strong troubleshooting and problem-solving skills..
Excellent communication skills with the ability to explain technical issues to non-technical users.
Strong organizational skills with the ability to track multiple installations and integration statuses simultaneously.
BS/BA in technical or business discipline or 3-5 years of equivalent experience.
Required to have strong communication skills and product/service knowledge.
Positive attitude, exemplary attendance, and reliable team member
Working Knowledge of Microsoft Office Suite moderate IT knowledge

Nice To Haves

Excellent communication and influencing skills across all levels of the organization.
Clear communication and documentation
Ability to coordinate across sales teams, customers, and technical teams
High sense of urgency, adaptability, and commitment to safety and quality.
Proven ability to develop talent and foster a positive, high-performance culture.
Attention to detail and follow-through

Responsibilities

Pre-Installation Coordination Coordinate with clinic IT teams to prepare networks for the integration of laser devices prior to installation. Ensure all technical requirements are met to allow devices to connect securely to clinic networks. Partner with sales representatives to facilitate smooth onboarding and installation readiness.
PMIS Integration Tracking Track the status of PMIS code generation for upcoming installations. Maintain communication with internal stakeholders to ensure sales representatives are aware when integrations are ready to proceed. Maintain accurate documentation and status updates for pre-installation readiness.
Installation Support Provide standby technical support during device installations to assist with connectivity and integration issues in real time. Work closely with sales and technical teams to ensure successful network and PMIS connectivity during installation.
Post-Installation Monitoring Review monthly transmission reports to identify accounts not actively sending data. Proactively contact customers to determine whether transmission features have been intentionally disabled or if technical issues are occurring. Document findings and coordinate corrective actions as needed.
Troubleshooting & Issue Resolution Collaborate with internal integration teams to troubleshoot PMIS integration issues affecting individual customers or multiple accounts. Investigate connectivity issues to confirm whether the root cause lies within internal systems, customer networks, or external integrations. Escalate and coordinate resolution for systemic issues when necessary to the Sustaining Engineering Team.
Software Support Assist customers with software reinstalls, configuration, and updates across supported company products. Troubleshoot basic computer software errors affecting system functionality, connectivity, or product performance. Provide step-by-step guidance to customers and internal teams to resolve common technical issues. Document recurring software issues and escalate more complex problems to engineering or advanced support teams when necessary.
Customer Support Provide post-installation support to customers regarding Wi-Fi connectivity and PMIS integration. Assist customers in diagnosing and resolving connectivity issues impacting device performance or data transmission. Deliver a high level of service and communication to ensure customer satisfaction and operational continuity. Monitor, record and report on customer cases and failure analysis.
Any other duties as assigned by your manager.