Rethink Convention. CUSTOMER SUPPORT

Transcription

1 Rethink Convention. CUSTOMER SUPPORT

2 A STUBBORN RESISTANCE TO THE STATUS QUO. IT DEFINES OUR AIRCRAFT. AND OUR SERVICE AS WELL. It s in our DNA: the notion that good is never good enough. That impossible is just a dare. That convention is not to be followed, but to be challenged. The result for our customers is an award-winning level of support and service that continually exceeds expectations, inspires confidence, and helps maximize the return on aircraft investment. As successful as our customer support program is, we continue to invest in making it even better. That level of commitment is not very conventional. But then, neither are we.

3 WHATEVER, WHEREVER, WHENEVER THE KEYS TO PEACE OF MIND. In order to transcend the norm, customer support has to be comprehensive, readily available, and readily accessible. To that end, we have established a 24-hr central resource that is integrated with a global network of owned and authorized service centers. 24/7 Customer Support Contact Center Our dedicated Customer Support Contact Center is available around the clock and staffed with qualified technicians providing worldwide support. From the first contact to final resolution, they will use their expertise to minimize downtime by providing operational, technical and maintenance assistance when and where you need it. Addressing any support issue from scheduled maintenance to AOG event coordination, our services include: MATERIALS SUPPORT AOG EVENT COORDINATION TECHNICAL PUBLICATIONS TECHNICAL SUPPORT (SYSTEMS AND STRUCTURES) MAINTENANCE AND FLIGHT OPERATIONS SUPPORT CONTACT: You can always us from wherever you are at contact.center@embraer.com Global Service Centers The Embraer Executive Jets global support network has been designed to include efficiently located centers and highly trained technicians to provide the best quality of service. The network has nearly 75 owned and authorized service centers worldwide, giving you total confidence regardless of where you fly. Our six Embraer-owned centers operate in the following strategic locations: NORTH AMERICA Mesa-KIWA, Arizona Windsor Locks-KBDL, Connecticut Fort Lauderdale-KFLL, Florida EUROPE Paris-Le Bourget LFPD, France CENTRAL AND SOUTH AMERICA São José dos Campos-SBSJ, Brazil Sorocaba-SDCO, Brazil Opened in March 2014, the Sorocaba center at Bertram Luiz Leupolz Airport is one of the largest and most modern FBOs in Latin America, offering world-class accommodations including a VIP boarding lounge tailored to the needs of passengers and crews. 216,000 sq ft of built-out area can accommodate up to 30 jets simultaneously for a full suite of FBO and MRO services. Through our robust global network of owned and authorized centers, operators have ready access to a complete services portfolio. For the up-to-date list of our service centers, please see our iphone and ipad compatible app: Customer Support and Services Guide Embraer Executive Jets. Worldwide Distribution Centers Collectively, our distribution centers are a global logistics network that serves to increase customer access to spare parts and improve end-toend logistical support for the full portfolio of Phenom, Legacy and Lineage business jets. Whenever or wherever parts are needed, we will respond quickly and efficiently. Our distribution model is being improved through a new global parts hub in North America and expansion of the network of regional distribution centers to be geographically closer to our customer base. Parts in the right places give you better business flexibility, improve service quality and help to reduce costs. Mobile Response Units In the constant pursuit of best-in-class service, we have deployed three Mobile Response Units (MRUs) in North America, operating within a 400-mile radius of the Embraer-owned service centers located in Fort Lauderdale, FL; Mesa, AZ; and Windsor Locks, CT. The units are dispatched with experienced senior maintenance personnel to address either aircraft on ground (AOG) or line maintenance work and are custom-equipped with appropriate tools and parts to troubleshoot each individual event with the aircraft. MRUs also offer an array of specific line maintenance services including tire replacement, troubleshooting intermittent faults, execution of daily maintenance requirements, minor scheduled maintenance, parts changes and engine removal and reinstallation. We also deploy a fully equipped van in Europe and one in Brazil. Worldwide Training Centers In conjunction with our authorized training providers, we offer a comprehensive package of training systems to our operators, pilot flight crews and maintenance technicians around the world. Embraer CAE Training Services (ECTS) and FlightSafety International have built a strong partnership in order to provide the best training to our aircraft customers. These experienced and professional training services providers and simulator manufacturers ensure every pilot, maintenance technician and flight attendant is fully trained to provide the safest and most comfortable environment for every flight, every day.

4 GREAT SUPPORT REQUIRES GREAT PEOPLE. At Embraer Executive Jets, we ve created a fully interconnected CRM System to ensure that all elements of our service work immaculately together to deliver exactly what customers need quickly and efficiently. And the single most important component of that system is the human element. Field Service Representatives and Customer Account Managers We re committed to providing the highest levels of experience, expertise and knowledge to support every one of our customers, in the air and on the ground. Our highly trained Field Service Representatives and Customer Account Managers have a passion for keeping jets flying at their best. As part of an integrated systems approach, service representatives are assigned to customers during the aircraft delivery process. And dedicated personalized service continues to ensure the best technical and logistical support possible. Our representatives are stationed around the world, with operating bases in Asia; Central and South America; China, Hong Kong and Macao; Europe, the Middle East and Africa; and North America and the Caribbean. Flight Operations Support We offer our customers best-in-class flight operations solutions to ensure safety during the flight, as well as best operational performance and fuel efficiency. Embraer Executive Operators Conference (EEOC) Our Embraer Executive Operators Conference (EEOC) series provides opportunities for face-to-face meetings to promote productive long-term relationships. Staged on all continents, EEOCs attract more than 400 customers and operators for events promoting their interaction with Embraer teams, service center representatives, and suppliers. Attendees also receive the latest Embraer updates on program development, maintenance, flight operations, logistics and the service center network. MAKING LIFE EASIER FOR CUSTOMERS A PORTAL OF CONVENIENCE. Even with 24/7 customer support, direct access to information itself can be more convenient. That s the rationale behind the robust online tool we provide as part of a world-class support program. Fly Embraer As a dedicated customer web portal, FlyEmbraer is designed to provide quick access to the tools, publications and contacts customers need to efficiently manage aircraft operation. The portal creates direct access to parts information, order and tracking capabilities, and operational and maintenance publications. These include: TECHNICAL PUBLICATIONS (OPERATIONAL AND MAINTENANCE) FLIGHT OPERATIONAL SOFTWARE PARTS ORDERING AND TRACKING AIRCRAFT WARRANTY AND EEC COVERAGE INFORMATION SERVICE SOLUTIONS CUSTOMER FORUM NEWS AND EVENTS

5 COMPREHENSIVE SERVICE SOLUTIONS IN A VERY ATTRACTIVE PACKAGE. Yet another appealing attribute of our customer support program is the ability to tailor operator service levels to match perceived needs. Customers can select from a menu of services or contract for a full portfolio of service solutions including training and programs such as the following: Embraer Executive Care (EEC) Maintenance Tracking (CAMP) This comprehensive airframe maintenance program has been carefully designed to make budgeting and maintenance of your Embraer Executive Jet simple and predictable. Program benefits include: Different levels of care to suit your budget and requirements Only pay for your actual flight hours Protection against variations in parts and labor costs Coverage that goes above and beyond your warranty, including normal wear and tear parts such as tires, brakes and batteries Increase the residual value of your jet Performance Software Integrated performance software tools that facilitate efficient aircraft performance calculations for takeoff, landing, and other flight parameters. Allows customers to access aircraft maintenance plans through the Internet and update it by providing operational information. Health Monitoring (AHEAD) Optimizes maintenance activities by providing necessary information for accurate decisions, making the overall process faster during unscheduled maintenance events. Technical Publications Access to a complete set of technical publications, composed by Flight Operations, along with Maintenance Publications used primarily by pilots, maintenance technicians and flight attendants. PASSION. IT MOTIVATES US EVERY DAY. As the Customer Support and Services team for Embraer Executive Jets, we have a passion that serves our customers well. That transcends the routinely expected virtues of high energy and enthusiasm. It s a special breed of passion dedicated to a single objective: redefine what s possible to keep you on your journey.

6 CONTACT INFORMATION Toll Free Worldwide, where available* (+800) USA & Canada Brazil *Argentina, Australia, Austria, Belgium, Bulgaria, Canada, China, Colombia, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Korea(South), Luxembourg, Macao, Malaysia, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Russia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom. International telephone numbers North America & Caribbean Europe, Africa & Middle East Asia Pacific Latin America contact.center@embraer.com