At P&WC, Service Is All About Listening To Customers

 - May 7, 2013, 8:00 AM
A certified P&WC technician performs PW306 maintenance.
A certified P&WC technician performs PW306 maintenance.

Pratt & Whitney Canada Corp. is this year proudly celebrating 85 years of delivering dependable aircraft engines backed by industry-leading services and support for its 10,000 customers worldwide. Today, it has some 50,000 engines operating in over 200 countries across the corporate and general aviation, regional airlines and helicopter markets supported by a vast customer service network.  Key features include rapid response Mobile Repair Teams (MRTs), a 24/7/365 Customer First (CFirst) Center to handle AOGs and technical inquires, 30 owned or designated repair and overhaul facilities, seven strategically located parts distribution centers, over 100 field support representatives, 100 MRT technicians, and 800 P&WC-owned rental/exchange engines, the world’s largest pool. This is in addition to our advanced engine diagnostic services, pay-per-hour maintenance programs; component and accessory repair and overhaul services along with new and used serviceable part sales.

P&WC is constantly enhancing its support services in response to customer feedback. Recent initiatives include moving its regional service center in Long Beach, Calif., to a new and larger facility; adding MRT teams in Columbus, Ohio, and Sacramento, Calif.; and relocating a parts distribution center to Memphis, Tenn., to allow customers to order parts until midnight EST for normal next-day delivery. The company also inaugurated a customer hub in Singapore to serve the growing Asia-Pacific region.  It will soon offer a simplified telephone menu for faster access to technical representatives, 24/7 when contacting its CFirst Center.

On-wing maintenance of a PT6.

P&WC is continuing to roll out its advanced diagnostics and prognostic health management systems to an increasing number of operators with new and more powerful offerings to further simplify customer operations.  In order to meet evolving needs, P&WC continues to refine and enhance its pay-per-hour programs by offering innovative solutions to customers’ unique operational requirements. On the warranty front, through the new e-claim process P&WC has strengthened and accelerated its ability to process warranty claims with 95 percent of warranty claim credits being issued within 30 days of receipt. In addition, it has made a growing number of technical publications available online via the P&WC customer portal, giving customers instant access to the latest technical information. Over the next year, the company will be adding functionalities to the portal. The next major customer portal initiative will allow customers to view spare parts availability and pricing as well as order parts and track orders.

In addition to its annual customer survey, P&WC is now launching a new Customer Satisfaction email channel (customer.experience@pwc.ca) to hear directly from customers what it can do to serve them better. “Whether you have comments, feedback, concerns or a story to share with P&WC, we’re listening! Please reach out to us so that we continue our journey to exceed your expectations,” says Raffaele Virgili, vice president for customer service.