Customer Support Service
Resume:
RICHARD A. CLEVELAND
Kingwood, Texas 77339-6201
281-***-**** (home), 281-***-**** (cell)
**********@**********.***
Field Service Engineer / Applications Chemist
Excellent communication skills with primary emphasis on customer service. Detail oriented professional with extensive customer service successes, laboratory instrument installations, and proven ability to communicate highly technical information to customers. Excel in complex selling environments demanding clear strategic thinking, penetrating new markets, building strategic customer partnerships. Eager to learn new technology, enjoy extensive traveling, enjoy communicating with customers.
EMPLOYMENT HISTORY
ANALYTIK JENA US LLC – Beverly, MA
Service Engineer/Applications Customer Support March 2019 – Present Installation/Training/Service/Sales Support for Elemental Combustion Analyzers (Sum Parameters – S/N/Cl/C/AOX/TOX of liquids, solids, gases, LPG), Total Organic Carbon (TOC), ICP-MS, and ICP-OES systems. HORIBA Scientific – Irvine, CA
Service Support November 2018 – March 2019
Customer Support for X-Ray Sulfur, Particle Size Analyzers. MALVERN PANALYTICAL – Westborough, MA
Customer Support Engineer – Texas, USA July 2017 – October 2018 Field service engineer, customer support engineer for SW US region covering GPC/SEC systems or Separations
(TDA/OMNISEC/GPCMax/OmniSec software). Applications include organic/aqueous polymer characterization and molecular weight (MW) using triple detection (RI/UV/DP/IP/LALS/RALS). COSA XENTAUR CORPORATION - Houston, Texas
Field Service Engineer July 2011 – July 2017
Field service engineer, customer technical support, laboratory instrument installer, and customer trainer for US sales company and distributor of Mitsubishi elemental combustion analyzers and moisture analyzers including Sulfur by UV Fluorescence, Nitrogen by Chemiluminescence TOX/AOX/Chloride analysis by Microcoulometry, and Combustion Ion Chromatography using Thermo-Dionex Chromeleon software (F/Cl/Br/Anion analysis). Demonstrated results in successfully completing projects on time and under budget. Accomplished in maintaining projects to petrochemical, polymers, environmental customers, vendors, universities, and government agencies.
Dedicated installer/trainer for (5) Mitsubishi NSX-2100V and NSX-2100H systems at Valero Refining (Norco/St. Charles, LA).
BRUKER CORPORATION – Billerica, MA
Bruker Daltonics Field Service Engineer September 2007 – July 2011 Customer support, field service engineer for MALDI TOF/TOF-TOF (Time-of-Flight Linear/Reflector mode) mass spectrometers, Liquid Chromatography (LC-MALDI) using Waters nano-LC systems for protein/peptide separation prior to MALDI analysis. Perform instrument installations, customer training, and customer support to research facilities and universities with extensive travel. Received extensive factory training and IQ/OQ PV and OQ/PV (Preventive Maintenance) certification by Bruker GmbH in Bremen/Leipzig, Germany for US customers. Installed the first Bruker MALDI BIOTYPER system in US for organism classification and identification in the medical industry (Children’s Hospital - St. Louis, MO).
ANALYTIK JENA US - The Woodlands, Texas
Applications Chemist December 2002 – September 2007 Applications chemist and customer technical support chemist for the US division of Jena, Germany-based manufacturer of analytical laboratory instrumentation using Carl Zeiss optical precision. Perform installations, customer training, demonstrations, technology development, technology problem resolution, customer service, customer problem resolution, quality, manufacture representative support, technology support.
Assisted in increasing customer service department in the US to a million dollars per year. Proven abilities and recognition for successful worldwide installations and troubleshooting of technical laboratory equipment.
Generated an increase in revenue through marketing, promotions, and improved customer service. Obtained superior factory training and certification in Jena, Germany. MACDERMID INCORPORATED Offshore Drilling Fluids - Houston, Texas Quality Control Chemist January 2000 – November 2002 Provided Quality Control services for blended products and incoming raw materials while coordinating quality assurance requirements for customers and suppliers. Held the authority to sign off on all work associated with Quality Control in conjunction with the Plant Engineer and Product Supervisor.
Maintained and calibrated all test equipment in accordance with ISO 9002. Provided testing and formulating skills when alternate or new raw materials were required including research, development, and analysis of final products, surfactants, solvents, and emulsions. Documented all returned products and customer complaints giving disposition referrals. Attended ISO 9000:2000 Internal Quality System Auditor Training Course. EXXON CHEMICAL AMERICAS Basic Chemicals Laboratory - Baytown, Texas Technician (Allstates Design & Development, Inc.) August 1998 - January 2000 Trained and audited in the olefins and aromatics (BTEX) divisions of the laboratory (Gas Chromatography using FID/TCD detectors, DB-5/PONA columns for appropriate separation and resolution of hydrocarbons, Liquid Chromatography of appropriate compounds, Wet Chemistry techniques). Each division supported process units in the chemical plant and refinery. CHEVRON CHEMICAL COMPANY
Kingwood Technology Center - Kingwood, Texas
Technician (Normal Alpha Olefins, NAO) October 1995 - August 1998 Soaps and detergents projects included extensive alpha-olefin sulfonate (AOS) and sultone research, product purity for partners and customers, and AOS NMR spectral analysis. Normal alpha-olefins (C6 - C30+) research included oven isomerization unit operation and catalyst testing by GC and FTIR.
Conducted research for new offshore drilling fluids. Accounted for HP5890 Gas Chromatography (various columns, FID/TCD detectors) including training for incoming technicians, troubleshooting,
maintenance, and method development and improvements necessary for critical peak integration and identification.
Completed HP 6890/ALC GC Chemstation Operation Course. CHEVRON CHEMICAL COMPANY
ORTHO Agricultural Chemicals / ORONITE Additives Division - Richmond, California Chemical Analyst July 1988 - September 1995
Responsible for quantitative and physical analysis of pesticides, petroleum additives, blended petroleum products, and raw materials in an industrial process laboratory. Experienced Gas Chromatography, Liquid Chromatography using Reverse Mobile Phase for pesticide analysis
(Orthene purity), wet chemistry techniques, reagent standardizations, and instrumental maintenance and troubleshooting.
Provided training for incoming analysts.
Familiar with ASTM testing methods for petroleum products and lubricants, Statistical Process Control (SPC) for data analysis, hazardous waste handling and emergency response procedures. EDUCATION
LOUISIANA STATE UNIVERSITY Baton Rouge, Louisiana
Bachelor of Science - Biochemistry
MISCELLANEOUS
_ Thorough researcher, creative problem solver, persuasive customer trainer enhancing sales techniques _ High achiever and self-motivated being innovative and creative in approaching assignments _ Detail-oriented, well-organized, self-disciplined, self-starter _ Enjoy working with people in team-oriented atmospheres resolving technical issues _ Flexibility of mind and manner to operate effectively and successfully in any organization _ Current member of the American Chemical Society since 1996 _ ASTM International Member
References available upon request
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