Mikaël Quéré

- Technical Pre-sales, engineering and professional service support for the IPD products and solutions. Validate the IP network solutions by staging and demonstrating them in Antwerp or at customer site. Convince the customer technical representatives that ALU can provide them with the best technical solutions.

- Post-sales, engineering and professional service support for the IPD products and solutions. Define and specify detailed network design solutions, based on the Alcatel IP product portfolio according to the High-Level Designed made by our Consulting Team

- Markets: Broadband aggregation via DSL, GPON or Ethernet, Mobile backhaul, Core NGN, Verticals, WIMAX/2G/3G/LTE, VPN services

Responsible for the results of the team in front of escalation managers, requiring to prioritize and follow-up important cases.
Validate the action plans, filter and push assistance requests as well as critical product problem reports.
Share my experience with the juniors, help them reach a high level of technical, commercial and political awareness.
Maintain the list of Critical Customer Issues reported to Division and Regional Support Centers.
Make sure processes are respected at level 2 & 3 of the support.
Edit and publish a monthly technical newsletter sent to customers.

Technical Support Level 3 : political, technical or commercial escalations
- Service Requests management using CRM tool Siebel => Communication
- Problem Reproduction in lab => Efficiency
- Workaround Research => Inventiveness
- Product enhancement requests to R&D engineers => Synthesis
- Technical documents writing, customized training => Teaching skills
- Exhaustive tests to validate a product and a design => Precision
- Internal assistance for marketing and pre-sales teams => Availability