Pratt & Whitney Canada’s customer service and support center groups are being integrated into a single customer service organization.
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.
Raytheon Aircraft, which has ranked very low in customer-support surveys for the past several years, is in the midst of retooling its customer services to close the gap with its competitors in a program it calls customer relationship management.
Dassault Falcon’s customer service organization has completed the initial phase of a comprehensive initiative to improve the quality of service customers to its call center receive.
Honeywell Aerospace is giving both its own staff and its customers the tools they need to ensure consistently good product support, according to Adrian Paull, vice president of customer and product support.
Pratt & Whitney Canada will present a two-hour session from 1 p.m. to 3 p.m. today in Room S331C. This meeting will be a combined PW300 Series maintenance and operations briefing and customer service update. Presenters will include Scott McElvain, manager, service engineering, for the PW305/PW306 engines; Tom Milligan, also service engineering for PW305/ PW306; and David Dalgleish, service engineering for the PW307/PW308.
Arinc Direct Flight Support Services is a suite of Web-enabled capabilities, including flight planning, flight following, weather briefs, aircraft messaging and a 24/7 flight coordinator staff for customer assistance. “Using our assessment tools, Arinc is able to pinpoint and home in on issues pertinent to its specific service challenges,” said Service Elements president Bob Hobbi.
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