Technology Support Specialist

Department: Marketing, Large Joints

Location: Gainesville, FL

Description

The Exactech Advanced Surgical Technologies team assists in driving the adoption of innovative products throughout the industry. By understanding our sales force’s needs and desires, we actively engage with employees around the world, assisting in managing accounts related to utilizing various aspects of our technology. We consult with members from various teams both here and abroad and respond as the face and voice of Exactech.

Key Responsibilities

• Verbally communicate how to download and install applications on various computer configurations and operating systems (Mac & PC).
• Including but not limited to helping users navigate to websites to download content, updates, or patches as needed.
• A strong ability to understand software and hardware requirements at a level enabling one to troubleshoot error messages during download, install, and utilization.
• Troubleshooting sales force issues without remote access to a computer. Must have strong communication skills to execute functions verbally.
• Ability to clearly articulate software capabilities and limitations to multiple audiences including IT staff, sales personnel and hospital employees.
• Understanding of computer functions, and ability to diagnose issues related to hardware or software including File Systems (storage locations, user access restrictions), System Requirements (basic computer specifications: RAM, Graphics Card, CPU), and Operating System Support (hardware drivers, software builds).
• Basic competency in understanding Exactech’s Equinoxe shoulder implants and the anatomy of a shoulder to answer high-level questions from users when searching for basic functionality within Exactech’s software.
• Ability to utilize a website-based software for managing, creating, de-activating, and checking activity.
• Strong understanding of downloading content from website and the role of installation on computers.
• Ability to understand basic health definitions related to imaging centers and CT Scans
• Eagerness to learn new software applications related to manually reconstructing patient’s anatomy by recognizing key anatomical landmarks.
• Ability to triage difficult questions to the appropriate teams by following a flow chart to direct callers.
• Basic understanding of our advanced technology, including but not limited to ExactechGPS.
• Assist, teach and support other employees, teams, and sales personnel as necessary.
• Know and apply the Quality System and any appropriate Federal and International standards.
  
  

Skills, Knowledge and Experience

Education:

• High School Diploma or GED required. Associate and/or Bachelor’s Degree from an accredited institution preferred

Experience:

• Experience with Windows and Mac Operating systems

Functional/Technical Knowledge, Skills and Abilities Required:

• Must have excellent communication (verbal & written) and organizational skills
• Must have excellent interpersonal skills and must have demonstrated ability to work effectively in a team environment
• Must have knowledge of various software packages including Microsoft Office applications and CAD applications
• Must have the ability to prioritize and manage several projects simultaneously
• Minimal travel
• Aptitude for customer service