Technical Support Specialist

Job description:

Company Description
G&A ROBOT delivers “Smart Café in a Box” solutions, providing automated vending systems that bring gourmet and accessible foodservice to a wide range of locations. The company focuses on combining advanced technology with quality food and beverages to create convenient, consistent customer experiences. Its automated platforms are designed to streamline operations, reduce labor demands, and enhance service reliability. Team members contribute to an innovative environment where foodservice, robotics, and customer-centric design intersect, supporting the growth of next-generation vending solutions.

About the Role
G&A Robot is looking for a detail-oriented Technical Support Specialist to join our team. This is a full-time, on-site role based in Burnaby. You will learn and become familiar with our automated beverage machines, ice cream machines and other equipment, including operation, routine maintenance and troubleshooting of common faults. Through phone calls, video meetings and online communication, you will help clients and on-site staff diagnose and resolve technical issues, follow through until they are resolved, and build long-term working relationships with our clients.

Responsibilities

• Learn the equipment’s structure, working principles, operating procedures and maintenance requirements
• Receive client technical inquiries, collect fault descriptions, photos, videos and error messages, and perform initial diagnosis
• Remotely guide clients through equipment checks, operational adjustments, basic maintenance and troubleshooting
• Work with the internal technical team and local service technicians to coordinate parts replacement and on-site repairs
• Document troubleshooting steps, outcomes and follow-up items, and follow up until issues are resolved
• Compile common issues, user guides and repair cases to help improve training and technical support materials
• Promptly report recurring faults and client feedback to the technical and product teams
• Provide technical guidance in line with your training and authorization; work such as specialized electrical repair is handed off to appropriately qualified personnel

Qualifications

• Background in mechatronics, electrical, electronics, mechanical, automation or a related field; recent university or college graduates in related programs are welcome
• Basic mechanical and electrical knowledge, hands-on ability and a clear, logical approach to troubleshooting
• Strong English written and verbal communication skills, with the ability to communicate directly with clients and to read and organize technical documentation
• Strong learning ability and a genuine interest in understanding the equipment in depth
• Ability to explain operating steps patiently and clearly to clients without a technical background
• Sense of ownership, with the initiative to follow up on issues and keep good records and team handoffs
• Equipment training is provided; multiple years of experience are not required

Nice to have

• Ability to communicate in Chinese (Mandarin or Cantonese)
• Experience maintaining coffee machines, vending machines, commercial foodservice equipment or other electromechanical equipment
• Experience in technical support, after-sales service, a repair internship or related projects
• Experience using basic testing tools

Benefits:

• Casual dress
• Company pension
• Dental care
• Life insurance
• On-site parking
• Vision care

Work Location: In person (Burnaby)