Product Support Engineer - Laboratory & Thermal Processing Equipment

Job Description

Job Description

Product Support Engineer – Laboratory & Thermal Processing Equipment

Location: Sparks, Nevada
Employment type: Full-time, in person

Across International designs and manufactures laboratory equipment used in material processing, heat treatment, and research and development. We’re growing our team and looking for a curious, customer-focused Product Support Engineer who enjoys solving technical problems and wants to keep building their engineering expertise.

This role offers hands-on exposure to advanced laboratory equipment and the opportunity to work closely with customers, engineers, and product managers. You’ll help diagnose real-world equipment challenges, guide customers through safe operation, and share insights that can improve our products. It’s a strong foundation for someone looking to develop a long-term career in technical support, applications, or product engineering.

What you’ll do

• Troubleshoot laboratory equipment and resolve technical problems, from straightforward questions to complex issues.
• Help customers set up equipment and understand safe operating procedures.
• Diagnose electrical and mechanical equipment issues by phone and email.
• Partner with the engineering team to investigate product issues and develop solutions.
• Keep customers informed and follow up throughout the troubleshooting process.
• Document reported issues, troubleshooting steps, and resolutions.
• Coordinate return merchandise authorizations (RMAs) with the customer service team.
• Share customer feedback and product improvement ideas with the product manager.
• Participate in technical training and other professional development opportunities.

What you’ll bring

• A bachelor’s degree or higher in electrical, mechanical, or chemical engineering, or a comparable field, is strongly preferred but not required.
• An aptitude for troubleshooting and diagnosing technical problems.
• A customer-oriented approach and commitment to excellent service.
• Strong written and verbal communication skills.
• Attention to detail and effective time management and organizational skills.
• The ability to work independently while following established processes and procedures.
• Proficiency with Microsoft Word, Excel, and PowerPoint.

Experience with material processing, heat treatment, or vacuum equipment is preferred, but not required.

Compensation and benefits

The successful candidate will be hired at a level that reflects their knowledge, skills, abilities, and experience. Salary is commensurate with experience. H-1B visa sponsorship is available.

Benefits include:

• 401(k) with matching
• Health, dental, vision, and life insurance
• Paid time off

Work location

This is an in-person position in Sparks, NV 89431. Candidates must be able to commute to Sparks

Across International is an industry leader in the manufacture of heat treatment, laboratory, and material processing equipment. Our company’s mission is as simple as it is profound, to empower those advancing science by offering innovative and high quality equipment, along with the best customer support. As such, we’re fully committed to providing uncompromising reliability, innovation, and value to our customers. Our formula must be working.

We’ve had the privilege of providing equipment to the top universities, research centers, distributors, and corporations all across the globe. These include Tesla, NASA, GM, GE, and many others. Founded and based in New Jersey, in order to better serve the needs of our ever-growing customer base, we’ve established a West Coast center in Nevada, and another location in Victoria, Australia. In the future, we aim to build more partnerships, while also providing 100% customer satisfaction.

Company Description

Across International is an industry leader in the manufacture of heat treatment, laboratory, and material processing equipment. Our company’s mission is as simple as it is profound, to empower those advancing science by offering innovative and high quality equipment, along with the best customer support. As such, we’re fully committed to providing uncompromising reliability, innovation, and value to our customers. Our formula must be working.\r\rWe’ve had the privilege of providing equipment to the top universities, research centers, distributors, and corporations all across the globe. These include Tesla, NASA, GM, GE, and many others. Founded and based in New Jersey, in order to better serve the needs of our ever-growing customer base, we’ve established a West Coast center in Nevada, and another location in Victoria, Australia. In the future, we aim to build more partnerships, while also providing 100% customer satisfaction.