Gulfstream Aerospace has opened an in-flight support center as part of its customer support call center. The call center, which is open 24 hours a day, seven days a week, handles an average of 60,000 calls per month.
AgustaWestland is boosting its customer-support capability with the opening of a new fleet operations center. The facility, located close to the Italian helicopter manufacturer’s headquarters near Milan Malpensa International Airport, is staffed and equipped to handle urgent technical questions and spares requirements around the clock.
Five Falcon operators based in the U.S. and Europe recently helped Dassault Falcon test the company’s new maintenance program, Falcon e-Maintenance. The program allows the Falcon technical center or a Falcon service center to access an airplane’s central maintenance computer remotely for troubleshootingand diagnosing issues through a maintenance laptop provided by Dassault.
Eclipse Aviation has altered the office hours for customers to speak with customer care, technical services and maintenance scheduling representatives from 24/7 to 7 a.m. to 7 p.m. Monday through Friday. The new hours took effect on November 24.
Aeronautical chart provider Jeppesen is experiencing first hand some of the angst that can accompany a business’s transition to the brave new world of digital product and service marketing. In Jepp’s case problems arose from glitches with its FliteDeck electronic approach chart software, a recent version of which wreaked serious havoc by locking up users’ computers.
To support the 1,015 worldwide Falcon operators who fly an average 1.7 aircraft, logging 360 hours each year, Dassault has launched a renewed customer-support effort. The improved support network includes three technical centers that ensure 24/7 expert hotline service. Globally, 420 people– including 80 field service representatives– work in Falcon customer support facilities.
Learjet 60 operators are the latest to benefit from the Learjet Electronic Technician (e-Tech) troubleshooting tool. E-Tech compiles more than 22 megabytes of information onto a single CD, in a user-friendly Web page format that can be accessed by a laptop computer.