Inside Hi-Tech: a Conversation with President Kyle Smith

Kyle Smith and Family. From Left Britta, Kyle, Cat, Rebekah

Human Intelligence Technology (Hi-Tech) President Kyle Smith sat down with us to talk about the company’s evolution, the future of orthotics and prosthetics, and what drives their work every day. In this Q&A, he shares insights on innovation, partnerships, and what’s next for Hi-Tech.

Q. Hi-Tech has grown from foot orthotics development into a leading manufacturers rep. What inspired that shift, and how has the mission evolved over time?

A. Great question. Well, a little cliff note history first. Toward the end of my parents’ company, Jim Smith Sales/Smith Global, we started a separate company called Human Intelligence Technology, LLC with the hope of manufacturing and developing custom foot orthotics. We had invested in some new machinery and equipment in hopes of successfully launching that line. Unfortunately, our timing (around 2007 and 2008, when everything crashed financially) wasn’t optimal for success. When my parents permanently closed Jim Smith Sales, I kept the Hi-Tech name to use and promote within the Orthotics and Prosthetics (O&P) world, as I still very much wanted to continue the Smith legacy in this field.

Promoting Hi-Tech and the Smith name was relatively easy, since we already had decades of established relationships in O&P, thanks in large part to my dad (Jim), my mom (Joy), my sister Christy, and so many others who helped promote my parents’ old company. One thing my mom, Joy, my sister Christy (who handles marketing), and I all agreed on was to slowly move away from the distribution concept with the new company and focus more on a commission-based structure. Initially, we did stock a few small lines, and we were actually the first company in the U.S. to inventory and sell the SoftSkin Air liner from Uniprox, a division of Bauerfeind. When Uniprox decided, a few years later, to ship all their liners out of Atlanta, GA, we made the permanent decision that any new line we take on would be strictly as a manufacturer’s rep on a commission basis, though I still stock a few small lines like EZ Trim and vacuum forming hose out of my home in Washington state today.

With just the three of us (Christy mainly focusing on the marketing side) it made more sense to concentrate on selling rather than inventory management and everything that comes with it. We wanted to put our energy into what we’ve historically had the most success with: growing new product lines and sharing them with the wonderful relationships we’ve built over several decades. We’re always on the lookout for new and innovative O&P products to promote, especially ones that deserve more visibility and support in the marketplace.

Q. Hi-Tech represents some truly innovative product lines. How do you decide which manufacturers or products are the right fit for your orthotist and prosthetist clients?

A. I really enjoy helping new manufacturers, especially those who are introducing products but may not have the resources to hire a full-time sales team. These are often manufacturers who want to focus on making great products but aren’t equipped to handle the selling side. That’s where we come in. We’ve historically done this with a number of different lines, giving attention and detail to new products that might otherwise just sit on a shelf.

I tend to look for products that aren’t already being promoted heavily by competitors, and ideally ones I can represent exclusively in the states I focus on, primarily Washington, Oregon, and Idaho. While we do work on a national level for some product lines, most of my time is still spent here in the Pacific Northwest, so I’m often looking for opportunities where a supplier is specifically hoping to grow representation in this region.

In the 30-plus years I’ve been in the O&P field, I’ve had the opportunity to help grow a lot of product lines to an incredible level. It’s truly rewarding to work closely with manufacturers and see everyone benefit once sales take off. We also have a strong marketing team that supports these efforts on all major platforms, which helps drive that growth even further.

Q. You were the first to distribute SoftSkin Air, the world’s first breathable liner. What did that product mean for the industry, and how did you know it was something worth supporting?

A. There was a lot of discussion in the beginning, but when Dennis Walters (who was in charge of sales at the time for Uniprox) presented me with the opportunity to be the first and only supplier in the United States for the SoftSkin Air liner, I knew it was too good to pass up. He gave me the first chance, and I said yes.

It’s a fantastic product. Perspiration is a major issue for so many amputees, and this liner was unique: state-of-the-art, and truly capable of helping patients in a meaningful way. And it has! We’re still very proud to be promoting and selling this liner today.

Q. In your opinion, what are the biggest challenges prosthetists and orthotists face today, and how can Hi-Tech help them overcome those challenges?

A. I would imagine one of the biggest challenges is how the field, in general, will react and adapt to the growing amputee population. I’ve seen some articles predicting that the amputee population could double by 2050. How will O&P facilities meet this growing demand more quickly, while still maintaining the high level of care patients need?

I believe advances in technology will play a huge role in helping meet that need by allowing clinicians to deliver products more quickly and with greater precision. Another challenge, though, is how orthotists and prosthetists will make these high-tech solutions more affordable for patients. Not everyone can afford a bionic hand, a microprocessor knee, or a bionic foot. It will be interesting to see how this plays out in the years ahead, especially since insurance companies and government programs will play a big role in shaping access.

For our part, I think it’s vitally important that my company continues seeking out innovative manufacturers who are leading the way in these technologies, so we can help promote them to O&P facilities. Things are changing rapidly in this field, and it’s absolutely critical for my team and me to adapt and stay focused on where the industry is headed.

Q. What does Hi-Tech look for in a manufacturing partner, especially when evaluating new orthotic and prosthetic products and technologies?

A. I think I touched on this a little earlier. We really excel at growing new product lines. I love taking on products that are unique, new to the field, and, of course, reimbursable through insurance, including Medicare and other government programs. That’s an important piece of the puzzle when evaluating whether a product can gain real traction in the market.

When I look for a manufacturer to work with, I value loyalty, both in their word and in the quality of the products they make. It’s important to me that they stand behind what they produce. I also work hard to build a strong relationship with each manufacturer I represent. Growing together as companies is the goal, and I really enjoy working with smaller manufacturers to help them scale. It’s incredibly rewarding and honestly a lot of fun.

One thing that truly sets us apart is how loyal we are to the lines we represent. Unlike distributors that carry multiple competing brands (say, five or six different liner or foot manufacturers), we don’t do that. We focus on one prosthetic liner brand, one AFO line, one filler sock company, and so on. The products we represent don’t just sit on a shelf collecting dust. We give them the attention and detail they deserve. For new manufacturers, or even ones who’ve been around for a while, that kind of loyalty and focused promotion is something worth looking for in a rep partner.

Q. How has the rise of digital tools such as 3D printing, and remote fitting changed the way you approach product representation and education?

A. Digital tools like CAD/CAM software, 3D scanners, and 3D printers are transforming the design and fabrication of prosthetic and orthotic devices. These technologies offer huge benefits, including enhanced accuracy, faster turnaround times, and the ability to create highly customized devices for patients.

I’m hopeful that a few of the lines I currently represent will continue to strengthen their offerings by adapting to this technology. With one line in particular, I’ve had several requests from customers for custom products, and we’ve shared that feedback with the manufacturer. They’re still a young company and are constantly evolving their product line, but I believe they (and the other companies I work with) recognize the importance of staying current and have plans to integrate this technology in the future.

Looking ahead, I think it will be important to bring this conversation into any new manufacturer relationship as well. It’s definitely the direction the industry is heading, and it’ll play a key role in how we continue to educate and represent new products.

Q. Can you tell us a little about the role customer service plays at Hi-Tech and how that sets your company apart in the O&P industry?

A. Well, I may be biased, but I learned from the absolute best: my mom, Joy Smith. She really built both my parents’ company and mine on a foundation of exceptional customer service, which, to me, is the single most important aspect of any company that promotes products. If you don’t have good customer service, you’re not going to be successful. It’s absolutely crucial.

I’ve never been afraid to say, “I don’t know,” when a customer asks something I’m unsure about, but I always make sure to find the answer and follow up. The same goes for when an O&P facility is looking for a product we don’t carry. Even if it’s not one of ours, we’ll try to help them find what they need and get back to them. Those are just a couple examples of the kind of customer service that was instilled in me from day one. It’s something my parents emphasized from the very beginning, and it’s a value I carry forward every day.

Q. You’ve been part of a family legacy in this field. What values or lessons from your family’s earlier work still guide you today?

A. Yeah, it’s been an incredible run, with over 100 years in this field for my family and me. It all started with my grandfather, Ted Smith, who really got Knit-Rite going back in the day. He was actually an amputee himself and wore an old wooden leg. He passed away when I was a toddler, so I don’t remember him personally, but my sister and older cousins did. And through all the stories my parents shared, it’s clear he was a remarkable man.

Then came my parents’ company, which operated as a distributorship for 25-plus years, and now my own company which, amazingly, is about 18 years old this year. There’s a lot of family history in this field, and I believe the long-term success we’ve had can be credited to the values my parents instilled: exceptional customer service, honesty, knowing the products you represent, strong communication, and being personable. Those values have guided me from day one and continue to shape everything we do.

Q. What’s a product you’re especially excited about right now and why?

A. All the lines I represent have been wonderful to sell. I’m especially looking forward to new, innovative products from Uniprox. David, their new sales director, has been a pleasure to work with, and I’m excited to continue growing that line in the future.

Thrive Orthopedics is another one I’ve really enjoyed promoting in Washington and Oregon. It’s been a blast to work with that line and see the results. Plus, they’re another small, family-owned business that excels in customer service, so it’s been a perfect match. They’re constantly adding new AFOs and related products, and they’re just a great group of people to work with.

I’ve also recently been in contact with an orthotic joint company out of Colorado, another family-run business. We’re in the early stages of launching that line in the Pacific Northwest, and I’m excited about the opportunity.

In addition, I have a prosthetist friend here in Washington state that I’ve been talking with, and we’re hopeful that a few new products will be coming out sometime this year.

One product line I would really love to represent again is a prosthetic foot line. I’ve had a lot of success with those in the past, so if you’re a manufacturer of prosthetic feet and looking for representation, and you’re reading this, please reach out!

Lastly, I’ve had tremendous success with a few product lines outside of O&P. One example is a product called MVASC, a microvascular tissue graft that I’m selling to VAs and other providers in Oregon and Washington. I’m still in the early stages of launching this line, but it’s an amazing product with a lot of potential. The customers who’ve used it so far have seen tremendous results. I’m very excited about what’s ahead with this product, and to keep exploring other unique and innovative solutions, both inside and outside the O&P space.

Q. Looking ahead, what areas of prosthetics and orthotics do you think are ripe for innovation in the next few years, and how is Hi-Tech preparing for that future?

A. This ties in closely with the earlier question about the rise of digital tools in the O&P industry. Recent advances in orthotic and prosthetic design have already made a huge difference in the quality of life for individuals with disabilities, and this technology will only continue to progress in the years ahead.

I expect to see even more developments in smart prosthetics, 3D printing, CAD/CAM, and regenerative medicine, especially with further improvements in areas like osseointegration. I also wouldn’t be surprised to see AI become more widely used across the industry. As these technologies continue to evolve, I believe they’ll significantly improve the functionality and performance of orthotic and prosthetic devices.

Human Intelligence Technology (Hi-Tech) is a family-owned and operated manufacturers’ representative of leading prosthetic and orthotic products. If you’d like to learn more about the lines we represent, or if you’re a manufacturer interested in partnering with us, contact our team today!

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