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Subject: Re: UMTS/Call Center/ Pre Sales

Date: 07/08/01 at 6:03 AM
Posted by: Thomas Ludwig
E-mail: tludwig@mail.ru
Message Posted:

In Reply to: UMTS/Call Center/ Pre Sales posted by Thomas Ludwig on 05/12/01 at 5:20 PM:

THOMAS LUDWIG MA
11BIS, RUE MAISON DIEU • F-75014 PARIS, FRANCE PHONE +33(0)1 43 22 90 50 +33(0)6 03 57 13 83 +33(0)6 14 54 70 83 E-MAIL TLUDWIG@MAIL.RU ; XANA_77@HOTMAIL.COM

Availability: 2002

PERSONAL INFORMATION
DOB 16.12.1958 German National. Bilingual English/German; additional knowledge of French, Italian, Spanish. My wife is a web-designer (Flash, Dreamweaver, Cold Fusion, ASP etc.), fluent in German, English, Russian; additional knowledge of Spanish and French.
BELGACOM

Presently I work with Belgacom Mobile in Brussels as a Contract Engineer on Location Based Services in GSM and future UMTS Networks.


Job Spec as developed by my current employer:

The Contract Engineer will lead the selection process and contract set-up and negotiations with vendors related with Network Deployment and maintenance. A second focus will be contract maintenance and vendor relations.

Lead the vendor selection process (RFQ process) in close co-operation with purchasing and legal. The aim is to attract and select candidates, establish a request for quotation document (RFQ), send it to all candidates and get the quotes.

Lead the evaluation process where the received quotes are evaluated and checked. A recommendation for contract awarding will be the result.
Negotiate and set-up world class contracts with the selected vendors.

Perform regular vendor follow-up to assess the contract performance. Set up meetings to discuss open items or problems and set procedures in place related with the contracts.

Create adaptations to the contract (addendum) to cover changes to or include procedures in the contract. E.g. New equipment prices or changed penalty conditions.

Be the commercial interface towards the vendors. The contract engineer should address all price-related issues.

The contract engineer will be the second line of operational support. If the internal customers using the contract (operational use) encounter problems or indistinctness , the contract engineer will support them in clarifying the conditions. Negotiate clarifications with the vendor if needed.

The contract engineer will benchmark the contract conditions in all stages of the contract life with similar contracts (existing or previous contracts) or with other networks. He must ensure that Belgacom Mobile get the best conditions possible , ensuring minimal unit price cost, shortest vendor delivery and response times, with a maximisation of the quality.

Together with a technical project engineer, the contract engineer will negotiate a technical contract. The contract engineer will focus on the commercial and legal part, the project engineer will mainly focus on the technical part.

Cost efficiency is his focus.

Profile

Education:
Civil engineer.

Industrial engineer with additional commercial studies.

Commercial engineer with a large technical affection.
Experience:

All profiles need at least some years of experience in a commercial and/or technical function.

Experience with negotiations are a must (at least 3 years).
Skills/expertise:

Excellent negotiation skills are a must.

Strategy - needs to be able to set up negotiation strategies in place towards the vendors.
Knowledge of financials (more than basic knowledge of the economical principles).
Languages:

Has to be very good in written and spoken English. Same skills are preferred for the other languages (Dutch - French) but not a clear must).
Technical skills:

Very good knowledge of PC applications (Windows, Word, Excel, ...) linked with reporting and writing contracts.


NORTEL NETWORKS 1999 – 2001


Harlow, England, Bois d’Arcy and Guyancourt, France;Frankfurt and Munich, Germany; Global Professional Services.


Involvement in various projects, ranging from managed telephony services to UMTS

Hewlett Packard GmbH, Boeblingen, Germany:

Managing pilot project.

Building customer relationship. Provide Hewlett Packard and Agilent with a fully managed service solution, eventually to cover 200+ sites in Europe.

Managing the relationship to HP-Agilent Voice Services. Ensuring that agreed Service Level Targets are met on all sites and by all service provisioning parties involved (including the activities of Nortel partner companies AND competition, like Siemens, Ericsson, and others).

Communicating with the whole spec of people involved – electricians, handymen, up to board level. Project-managing moves and changes within the HP-Agilent call center arena.

Monitor costs and deliverables.

Working in a high-security environment, constantly monitoring security standards according to customer needs, fostering a trust-relationship (NOC entrusted with round-the clock access to customer’s internal networks).

Sell the service to Hewlett Packard Voice Operations, the voice management on site, and the call-center supervisors.

Select, negotiate, co-ordinate and monitor the activities of third party suppliers. Control timely delivery and project budgets. Provide regular and in-detail reports on all activities to the customer. Extensive documentation skills (MS-Project, Cascade, Autocad, Adobe suite, etc.)

Hands-on experience with the administration of Nortel Networks equipment, namely Passport switches, Meridian PBXs, Meridian Mail and Symposium call center servers & other call center related equipment (Energise, Magnetic North wallboard), according to Service Level Agreement. Symposium scripting, PBX programming. Support of call center agents, user administration, creation and maintenance of the project website & a website for the customer Intranet (creation and translation of user manuals/interactive training/in-depth documentation of procedures, project progress).

Drive change in the development and implementation of tools and procedures. Devising test-plans (Visio) and testing of tracking tool integration. Remedy. Network- and equipment monitoring (Spectrum, OpenView). LAN/WAN troubleshooting. Co-ordination of third party contractors’ activities. Liaising as an agent of Hewlett Packard and Agilent with Global One, Deutsche Telekom, Mannesmann Arcor, Siemens and DeTeWe

Experience of defining, setting up and operating interconnection agreements between incumbent operators and other Telecom Operators/Service Providers.

Knowledge of interconnect and wholesale services (including terminating access, carrier selection and operator services).

Knowledge of the technical components and operational issues required supporting interconnection between operators.

Good understanding of the commercial, financial, regulatory and technical factors involved in defining interconnection services.

Knowledge of major regulatory issues currently debated within the telecom industry, including costing methods, numbering plans, number portability, Universal Service obligations, accounting separation, tests of fair pricing, unbundled local loop.

Knowledge of the configuration management of contracts;
Constantly researching European Telecom regulations and directives; experienced in dealing with regulatory bodies.

Working with the pre-sales team, interpretation of Customer requirements
Liaising with a team of experts in the production of response to the RFQ.

Definition of a ‘winning strategy’ to each RFQ and the communication of that strategy to the bid team, control changes in the bid structure and content in winning the customer’s confidence and firm order.

Part of a team to define 35 present and future carrier products, including Voice over IP.
Germany and France, Professional Services/Pre Sales/Marketing:

Preparation of major UMTS, SDH, IP, leased lines bids and proposals. Creation of a pre-sales ‘boiler plate’. Product definition, market research, competition analysis.

Support of ongoing bids. Point of Contact between Professional Services and UMTS Technical Primes. Definition of Pricing Policies. Involved in negotiations with customers on a daily basis.
Developed an internal ASP tool. Re-designed existing Clarify tool ease access to existing Service Level Agreements. Implemented Live Link document control.
Involvement in bids to: Cable & Wireless, Callahan, Carrier1, Colt, CompleTel, Deutsche Telekom, DiAx, Dresdner Bank, EADS, E Kabel, E Plus (KPN), First Mark, General Dynamics, Global Crossing, Group 3 G Telefonica, Lambdanet, MobilCom, Nacamar, Netcologne, Pandacom, Priority Telecom (UPC), QSC, RSL Com, Star One, Sunrise BT, Viag-Interkom, Vodafone (Mannesmann)


Nortel Networks (Germany), Integrate newly acquired Baynetworks. Change Management:
Migrate Baynetworks servers (Windows NT Server) to the Nortel Networks network. Organize desktop support. Adagio, Lotus Notes, Corel Draw, Information Warehouse, Microsoft Office support. Backup Exec, Clarify. MS-Project. Extensive Y2K testing, software upgrading. Create new software images according to Nortel Networks standards. Select suppliers, negotiate contracts, build relationship with new suppliers.

CISCO JUNE – NOVEMBER 1999
Paris, France; Global Sales Training and Support.
Work with the Cisco Global Sales force on all levels, up to VP, helping sell Cisco products all over the world and to a wide variety of customers, using Siebel customer relations management tools to the full. Co-ordinate sales teams and engineer support. Database quality management and evaluation. Numerous live forecasts up to VP level (summing up hundreds of millions of USD in expected revenue). Production of actual quotes (with configuration tools). Work within tight schedules.
Worked for several weeks at San Jose headquarters, advising US-Siebel users. Clarify (on CITRIX server).
Working closely with development to satisfy user requests and customize the tool according to the needs of the sales force. Database quality management.
Extensive involvement in software development, testing and rollout.
Production of customer presentations (Power Point, websites, Flash, Fireworks)
Siebel : Understanding/Designing and integrating business processes
Gathering and managing requirements\front end and business process design.

Project Management of global Siebel initiatives.
Training of technical analysts

Siebel Administration.

Supporting Cisco Sales teams from a business and technical perspective

Aligning business and Siebel integration for effective scaling in readiness for growth

Drive Siebel forecasting strategies across EMEA and the Asia Pac.

Support team skills analysis and manage knowledge flow using gap analysis and E-Learning initiatives.

Client side regression, stress & performance of Siebel on Windows 95, NT and 2000 platform, every three to six months prior to new release moving into production.


Supporting Vantive forecasting for Inside Sales

Business Analysis and strategy for extracting data from Vantive to feed bespoke CRM vertical solutions.

Business Analysis and strategy of Order Entry Table data extractions and integration with Vantive to follow actual bookings.

Work within the ‘global business analysts team’ on global projects, process change, global differences.

Support bespoke Forecasting Tools from a business knowledge perspective, specific to Latin America and Asia Pacific.

Improvement of approval processes.

Analysis of financial hierarchy and alignment of integration.

Release co-ordination

ERP, Bookings and Revenue, Order Allocation

Supporting Sales data reports and web tools at a global level.

Project Management of global sales reporting initiatives.

Tracking international projects using MS Project

Cross Analysis of sales data from ERP, E.I.S, and Cisco Data warehouse, using reporting tools Business Objects and GQL for troubleshooting data integrity.

Big Picture knowledge of Cisco booking data process flow.

Big Picture knowledge of the ERP Infrastructure and dependencies related to bookings and revenue data.

Working with different levels of the business, Country Managers, Directors, Channel Account Managers etc. to drive and enhance sales data and tools.

Analyzing the booking definitions, the booking process, order-crediting process commissions claiming process and the bookings data flow across the infrastructure. Understanding dependencies and improving processes or changing reporting methods where required.

Analysis of the Sales Hierarchy strategy to ensure consistent, robust ways of reporting on sales data for EMEA.

Globalize Procedures, Improve Procedures, Document Procedures and maintain a good understanding of the business i.e. how it’s changing, how we can more effective data to the sales force.

Regression, stress & performance of E-solutions.

Release co-ordination for Asia Pacific region.
Improvement\Requirements gathering for new Web Tools

Training of support personnel, campaigning procedures and managing the knowledge flow between analysts across theatre.

Roll out of sales reports containing ‘to date’ bookings information across Europe, Middle East and Africa to for Telco, Channels, Sales Managers, Vertical Account Managers etc.


MITTELSTANDSBERATUNGSGESELLSCHAFT (FINANCIAL SERVICES) 1997 - 1998

Mittelstandsberatungsgesellschaft, Cologne, Germany: IT & Financial Services Consultancy, covering tax management, asset management, training of financial services professionals. Working with various financial institutions, namely Beamtenheimstaettenwerk (largest German building society) and Dresdner Bank, driving projects according to customer requirements.
Helped various customers to rent or acquire real estate. In-detail knowledge of German legal requirements and procedures.
Projects would include: various forms of insurance, direct investment, loans, shares, stock options, etc, - all behind the background of complicated German tax environment.

RESEARCH SYSTEM CORPORATION (MARKET RESEARCH) 1994 - 1997

Research Systems Corp., Cologne, Germany. Forecasting of sales revenues relating to the application of marketing tools:
Manage start-up of German operations: rent facilities, hire agents, organize market research events all over Germany, using RSC’s “Action Response System” (customer driven evaluation of marketing activities). Collect, document and evaluate market research data in co-operation with HR., following stringent deadlines and security/confidentiality requirements (pre-view of unreleased advertisements).
AM REISEN ROTTHALMUENSTER (TOURISM) 1980 - 1994

Organize and supervise travel operations in the UK, France, Germany, Austria, Switzerland, Yugoslavia, Bulgaria, Poland and Turkey. From in-depth experience of red tape handling with government institutions to co-operation with local power lords (Eastern and Southern Turkey!). Constant haggling and negotiating with suppliers (hotels).
LUDWIG MAXIMILIANS UNIVERSITAET MUNICH 1980 - 1985
Ludwig-Maximilians-University, Munich, Germany: Social Anthropology, Archaeology and Folklore, MA (with honours)


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