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Business jet and turboprop OEMs aim to improve customer support worldwide


responseBombardier provides leading customer service experience for its clients around the world, and continues to add key service enhancements. In 2022, it more than doubled its global aftermarket footprint, with new and enhanced service centres in Melbourne, Miami, Singapore, London Biggin Hill, and the start of construction in Abu Dubai – in addition to its Paris line maintenance station and several new mobile response team units in Europe and the US. The company also added a new Customer Response Centre (CRC) team at its Singapore Service Centre, joining the experts in Montreal and Wichita to enhance its 24/7 support services. To ensure that operators can get back in the air quickly, Bombardier got proactive with parts and works with its suppliers to keep inventory flowing. Customers continue to bring their business jets home for outstanding customer service and support.

Anthony Cox
Bombardier VP Customer Support

serviceDaher is constantly evolving to meet the needs of its owners/operators. For example, the successful integration of Kodiak turboprops into the expanded and strengthened TBM Care/Kodiak Care support network, which followed Daher acquisition of the Kodiak aircraft product line in 2019.  The company also has taken great strides in putting “digital power” to work for its customers’ benefit. For instance, the Me & My TBM cloud-based application has taken the OEM from preventive maintenance to a new era of predictive maintenance by bringing together some 600 parameters from every TBM flight, including data points from the engine, propeller system, landing gear, and cabin pressurization.

Jeffrey Lenorovitz
Daher Vice President, Communications

PartsDassault has continued its track record of major investments to expand and improve customer service. One such investment is a new spares management system, which is now working as intended following some initial debugging. Major new service centers are coming on-line. The company opened a new facility in Dubai, with another to follow soon in Kuala Lumpur, and will break ground on a new facility in Melbourne FL in early 2025. With the Falcon 6X arriving shortly, Dassault has a dedicated team managing pilot and maintenance training. Customer training will begin shortly, and Dassault MRO centers are ready to provide support with trained technicians and $80 million in parts and tooling. In order to meet the demands of tomorrow, the company has ramped up recruiting in all service disciplines. One such area of focus is the AOG Go Teams around the world. As always, through unexpected global crises and shifting economic currents, Dassault remains ready to do whatever it takes to support its loyal customer base.

Jean Kayanakis
SVP, Worldwide Falcon Customer Service & Service Center Network

serviceEmbraer’s product support team is available worldwide 24/7 to ensure smooth operations and find the best solutions crafted for every customer. The company is always ready to serve and provide the highest quality support with a global network of company-owned or authorized service centers, technicians and mechanics, parts distribution centers, and field service representatives. We added resources to the Customer Care Center team to better support AOG events and other situations. And is also optimizing its parts hubs worldwide to be closer to its operator’s needs, as well as investing in digital solutions and deepening synergies within Embraer and with our customers.

Johann Bordais
Embraer Services & Support President & CEO

gulfstreamIn order to support Gulfstream customers and their aircraft successfully, Gulfstream’s customer support team has implemented strategic plans to further grow its facilities, parts inventory, and workforce. Over the past year, Gulfstream has announced facility expansions that are complete or in progress at CPS (St Louis Downtown, Cahokia  Heights IL), SAV (Savannah GA), AZA (Phoenix-Mesa Gateway, AZ), AFW (Fort Worth TX), and FAB (Farnborough, UK). The company has invested more than $1 billion in spare parts, which have been distributed around the world to help mitigate supply chain constraints. And it has also increased the strength of its workforce by creating more roles to better serve customers. Today, Gulfstream’s customer support team consists of nearly 5000 individuals around the world.

Derek Zimmerman
Gulfstream President Customer Support

StansPilatus has celebrated many milestones since last year’s Pro Pilot Corporate Aircraft Product Support Survey, including delivery of more than 2000 PC-12s to date with 10 million flying hours, delivery of 200-plus PC-24s to date with more than 60,000 flying hours, and delivery of 260-plus PC-12 NGXs with more than 120,000 flying hours. The company has also added 5 locations to its worldwide authorized service center network, opened a new paint shop at Pilatus BJC (Broomfield CO), acquired Sales and Service Center Skytech, opened a factory-owned line station at BSL (Basel-Saint-Louis, France)with a Pilatus-owned PC-12 NG to dispatch AOG recovery teams, and has held 7 customer-oriented operators conferences around the world. Moreover, the company has implemented customer inputs to its CrystalCare program, and now offers renewal packages for 3 or 5 years. In addition, several system enhancements have been completed to extend the PC-24’s mission profile and improve its reliability.  And enhancements for the MyPilatus 2.0 customer portal were recently launched.

Piotr Wolak
Pilatus Vice President Customer Service

centerTextron Aviation continues to invest in its facilities, products, and people to provide the highest level of service to Beechcraft, Cessna, and Hawker customers. This year, the company is adding 180,000 sq ft to its parts distribution warehouse in Wichita to better serve its global customer base. The company also recently increased its support with a new satellite service center at DAL (Love Field, Dallas TX), a 1CALL team based in Spain to support European customers with unscheduled maintenance events, and customer support teams in Germany and Brazil. Finally, the improved Service Management app enables customers review and approve work digitally, connect with service centers, and search an online catalog for available options by aircraft or item.

Kate Flavin
Communications Spc, Cust Support and Textron Aviation Parts & Programs