A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 during the Phenom Owners Meeting and Embraer Executive Operators Conference in Idaho, USA.
from Mallaco, We want to start by thanking you for making 2014 another successful year. Your positive response to customer support has been overwhelming, and we thank you for voting Embraer Executive Jets Customer Support and Services as the top performer in AIN s annual product support survey. We are grateful for your recognition, and are committed to continuing our effort to provide you the best customer support and services. We are grateful, too, for your participation in the 2014 Embraer Experience Survey. We are working on the feedback received to address the specific areas that you may have highlighted. We also want to share with you our excitement for the delivery of the very first and the completion of the first pilot training class. We made extensive preparations throughout our organization and across the globe, and we look forward to supporting our customers as they begin operations. Finally, I want to take this opportunity to bid you a fond farewell. I am leaving Embraer Executive Jets to become President of Atech Negócios em Tecnologias S.A., another Embraer company dedicated to the Defense & Security business. I leave you in the very capable hands of Waldir Gomes Gonçalves, who has been working at Embraer for more than 27 years. He shares more with us about his experience here at the company in the Inside the Customer Support Team section, and you ll get to know him better in each upcoming edition. Once again, I want to thank you for the confidence you have placed in us and for the privilege of having served you on your journeys these past six years. I wish you Happy Holidays and an excellent 2015! Edson Carlos Mallaco Vice President Customer Support and Services Embraer Executive Jets A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 1
From Mallaco Page 1 Captain Andi Mufty Pangerang: Bosowa Aviation Page 3 Embraer Executive Care Premium Care for Our Executive Jets Page 5 Service Centers around the world are ready to support customers Page 7 New Technology Provides Better Customer Support and Services Page 8 Interview with Waldir Gonçalves Page 9 Embraer Extends Reach of Executive Operators Conferences Page 10 Upcoming Events Page 11 A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 2
Customer s View Captain Andi Mufty Pangerang: Bosowa Aviation Captain Andi Mufty Pangerang, who was a commercial pilot for two decades, works for Jakartabased Bosowa Aviation, which operates a Legacy 600 and a Phenom 300. Captain Pangerang, who is from South Celebes in Indonesia, obtained his pilot s license in 1993 and worked for a number of airlines in several management positions including chief pilot and flight operations manager before transitioning to corporate aviation in 2013. Q: How did you become involved in aviation? My passion in aviation started when I was five, and only grew stronger when I decided to obtain my pilot s certificate from Australian Aviation College in Adelaide, South Australia in 1992. My first job after graduating in 1993 was with Merpati Airlines, a subsidiary of Garuda Indonesia, and I worked at several other airlines in Indonesia in a variety of management roles before joining corporate aviation. Q: When did you first fly the Phenom 300 and Legacy 600 and what characteristics of these aircraft impress you most? My first flight in the Legacy 600 occurred in July 2013. The Legacy 600 is a tremendous airplane for its class, and during my first flight I was pleasantly surprised by the aircraft s handling and performance, and I found the aircraft very stable and easy to fly. The Legacy 600 also provides a huge, comfortable cabin, is fuel efficient and is very reliable. Combining these features with the quality and options offered by Embraer, very competitive pricing and strong customer support, it is no wonder that the Legacy 600 is very successful. quick updates from your Customer Support Team This December, Embraer marks its fifth year of collaboration with ExecuJet Maintenance Australia, the company s first appointed authorized service center in Australia. ExecuJet s facilities in Melbourne and Sydney are certified to perform maintenance on the Phenom 100, Legacy 600 and Legacy 650 aircraft. the three Embraer-owned service centers in the USA (Fort Lauderdale, Mesa and Windsor Locks) are also certified to support customers. the Embraer-owned Service Center in São José dos Campos which celebrated its fifth anniversary in October and the service center in Sorocaba, São Paulo have been recently certified to provide maintenance services for the midsize business jet More than 250 state, community and elected officials, news media and distinguished guests gathered in early September in Melbourne, FL, to celebrate the opening of Embraer s newly constructed Engineering & Technology Center. The service center in Sorocaba has been certified by Venezuela s civil aviation regulator INAC (Instituto Nacional de Aeronáutica Civil) and by Chile s civil aviation regulator DGAC (Dirección General de Aeronáutica Civil). A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 3
Customer s View Captain Andi Mufty Pangerang: Bosowa Aviation (continued) My first Phenom 300 flight was in October 2013 during the acceptance flight. I liked the new avionics and cockpit layout, and the Phenom 300 s climb performance was impressive. The Phenom 300 provides sophisticated technology and performance, and the cabin layout is one of the best in the market. It provides more head and leg room than any other aircraft in its class, and with competitive pricing and Embraer s strong customer support, I am not surprised the Phenom 300 became the best seller in the market. Q: Please describe your experience as an Embraer customer? I was introduced to Embraer when I joined corporate aviation, and my experience as an Embraer customer is very good. Embraer provides strong support, especially through its field support team, who always provide a quick response when needed. Plus, most of the spare parts are available within the region, which really enhances our operation. Q: Would you like to share a specific experience with Customer Support? Last year on a post-flight inspection we discovered that the fan blades on the Legacy 600 were damaged by bird strike. We immediately reported the incident to our Embraer Field Service Representative and Rolls-Royce. The response was very prompt and after two days of damage assessment we were cleared to ferry the aircraft to an Authorized Maintenance Facility for further repair. U.S. Engineering and Technology Center Opens More than 250 state, community and elected officials, news media and distinguished guests gathered in early September in Melbourne, FL. to celebrate the opening of Embraer s newly constructed Engineering & Technology Center. The 75,000 square-foot state-of-the-art facility is the first of its kind outside Brazil and is a key part of Embraer s strategy to expand its global footprint. The new center will conduct engineering and development activities for both product and technology development across Embraer s business lines, with the first assignments primarily focused on executive jet interiors. Technological resources include 3D Computer Aided Design, Computational Fluid Dynamics, Finite Element Modeling, 3D Virtual Reality Center, prototyping capabilities and sophisticated laboratories for the development and testing of materials and interior components. In another incident, we discovered that one of our main wheel tires did not meet regulations. We called the Embraer Contact Center for a new tire and we received it the next day. A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 4
Embraer Executive Care Premium Care for Our Executive Jets In our continuing effort to provide the industry s best products and services, Embraer Executive Jets offers a comprehensive maintenance program, the Embraer Executive Care (), which is designed to directly support our customers budget planning and implementation. Three packages are available under the program, each designed to meet our customers specific needs. For a period of five years payments of a fixed monthly amount are made, in addition to an hourly rate for hours flown. This cost structure enables customers to have maintenance predictability and mitigate cost variations. The three options are: Standard: This package covers aircraft components such as avionics and auxiliary power units, tires and brakes for scheduled and unscheduled maintenance. Freight costs are included. Intermediate: This package, which is currently available for our Legacy 600, Legacy 650 and Lineage 1000 customers, provides coverage for labor and heavy maintenance costs in addition to all the options available under Embraer Executive Care Standard. Enhanced: Our premium package provides all the coverage available under Standard as well as labor costs for all levels of maintenance. Enhanced also provides Mobile Recovery Services to help with unexpected events at remote locations. For Phenom engine maintenance support, we offer the Engine Add-On option, complementing the and the Eagle Service tm Plan (ESP ) programs to provide a nose-to-tail maintenance plan. For our other jets, customers need to contact their engine manufacturer. The complements the warranty by covering unexpected costs associated with scheduled and unscheduled maintenance, rescue teams, wear and tear, as well as the exchange, repair and transport of parts, such as tires, brakes and batteries. It also manages all supplier costs, which provides our customers with considerable cost savings in parts, repair management and logistics. Added to this peace of mind is the knowledge that with our customers are also enhancing the residual value of their jet. continues to grow, with over 400 aircraft now enrolled in the program. Our customers experience and feedback continue to play an important (continued) AN Experience with Denise Dantas, Aircraft Manager, Constremac (Brazil) Q: How does make Constremac s operations smooth and more efficient? brings us peace of mind because the program ensures any interruption to operations will be short. Q: What is s greatest advantage for Constremac? The greatest advantage is the parts availability and rapid response, without much bureaucracy/paperwork. Q: Would you recommend? And why? Everything about is efficient. There is little paperwork, parts are replaced quickly and technicians arrive promptly, all of which helps us to maintain operations, often without affecting passengers schedules. We also have the financial peace of mind that comes with using. It also helps that enhances the value of our aircraft in case we ever decide to sell. A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 5
Embraer Executive Care Premium Care for Our Executive Jets (continued) enters service The is now certified with all design targets achieved or exceeded. August 12- ANAC Certification October 10 - First delivery October 21 - FAA Certification Meeting - Strategic and Sales Team in São José dos Campos, Brazil part in the program s evolution. In August, at our annual Embraer Executive Care meeting in São José dos Campos, Brazil, one of the main topics addressed by our Sales and Strategic Planning teams was customer satisfaction. The team is committed to offer our customers the highest level of service and provide added value unique to Embraer. The program continues to evolve and the benefit of this program has reached many parts of the world where our aircraft operate. You can find more information on Embraer Executive Care and contact details for our regional representatives at www.embraerexecutivejets.com/. november 10 - First pilot class begins training December 3 - First pilot class completes training December 16 - EASA Certification - First Delivery - First Pilot Training Class A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 6
Legacy Legacy 500 500 Service Centers around the world are ready to support customers Battle Creek, MI Lincoln, NE Provo, UT Cahokia, IL London, UK Cologne, DE Cleveland, OH Le Bourget, FR Los Angeles, CA Houston, TX Augusta, GA Bradley, CT Fort Lauderdale, FL Mesa, AZ Dubai, AE New Delhi, IN New Delhi, IN Hong Kong Singapore, SIN São José dos Campos, SP Sorocaba, SP Sydney, AU A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 7
SalesForce New Technology Provides Better Customer Support and Services Efficiency is a central tenet of Embraer Executive Jets customer support philosophy. The introduction of a new cloud-based customer relationship management (CRM ) system, developed by world renowned IT firm SalesForce.com, is enabling us to excel in our efforts to ensure each of our aircraft successfully complete every mission. These case files are monitored around the clock by a dedicated team of agents at our Customer Contact Center, who are able to immediately check if the incoming case file is an AOG, a critical technical issue or a routine question. This team analyzes and classifies each case, which may be addressed by a second level of support that provides expert analysis, when applicable. The SalesForce.com CRM system also logs all interaction between our customers and the Contact Center and links every interaction to the relevant aircraft and customer. Embraer Executive Jets Field Support Representatives and Customer Account Managers around the world use the system to retrieve and record customer information quickly and easily. Embraer Executive Jets Customer Support Contact Center Embraer Executive Jets adopted SalesForce.com a couple years ago. This tool, which ultimately benefits our customers, is constantly enhancing its technology, and we plan to continue to implement relevant new features to continuously improve our level of support and service. FBO in Sorocaba, Brazil Embraer s FBO in Brazil delivers world-class accommodations, premium services and highly professional staff, offering outstanding ground support to executive customers from all manufacturers. The new FBO in Sorocaba, Brazil Our FBO includes handling, hangarage, concierge, servicing, and a range of amenities, such as private access, security 24/7, refreshments, internet. VIP lounges Private offices Meeting rooms Crew area Universal Aviation services For more information, please contact us: Commercial Contact Phone: +55 15 2101 5013 Email: sorocaba.fbo@embraer.com.br Universal Aviation Phone: +55 12 2101-5018 Email: sdcoops@univ-wea.com Access: embraerexecutivejets.com/fbo Sorocaba FBO Lounge A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 8
Inside Inside the the Customer Customer Support Support Team Team INTERVIEW WITH Waldir Gonçalves Waldir Gomes Gonçalves Position: Vice President, Customer Support and Services - Embraer Executive Jets Waldir, who has been with Embraer for more than 27 years, was born in São Paulo, the largest city in Brazil and one of the largest in the world. He holds a degree in Naval Engineering from the University of São Paulo (USP), a Masters in Aeronautical Engineering from Brazil s Technological Institute of Aeronautics (ITA) and an International Executive MBA from FIA Business School (USP). Q: Please tell us about your new challenge and expectations regarding your new role as Vice President, Customer Support and Services - Embraer Executive Jets. Mallaco and all the team have done an outstanding job and have set a high level standard that has been recognized in both AIN s and ProPilot s customer satisfaction surveys. The challenge now is to keep improving that customer satisfaction, leveraging new business and strengthening the Embraer Executive Jets brand. Q: What previous roles did you have in the Company? I have worked on several new product developments at Embraer and have extensive experience leading engineering projects in Product Support, Commercial Aviation and Defense & Security. I am currently responsible for the KC-390 Engineering Program. Q: How will you utilize your prior experiences to help you in your new role? My prior experiences have allowed me to develop a strong interface with our customers, direct a global supply chain, integrate development activities around the globe and manage large teams. I believe all these aspects will help me in my new role. Q: What do you like most about working at Embraer? Working at Embraer is very pleasant because we live and intensely practice our core values, creating an environment where we can give our best every day. Another benefit of working at Embraer is being exposed to new challenges, which in my opinion is key to helping us grow, both personal and professionally. Q: What do you like doing on your free time? My hobby is to travel with my family. Our favorite destinations are related to ancient arts and historical sites, such as ruins, castles, museums, old temples and churches. A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 9
Customer EVENTS Embraer Extends Reach of Executive Operators Conferences The Embraer Executive Operators Conferences (EEOCs) is proving very successful, and each year more customers are meeting with Embraer representatives, service center teams and suppliers to discuss support, services and program developments and receive updates with in-depth technical, maintenance and flight operations insights through interactive workshops and panel sessions. With 15 EEOCs in 2014 including our first in China for Legacy and Lineage jets and a further eight Mini Conferences with our fleet customers, met some 500 customers and operators throughout the year. These operator sessions have always been key to the continuous improvement of our customers operations, and with over 800 Embraer business jets now operating worldwide, the importance of these meetings is only more acute. In recognition of this importance, we held the EEOC Phenom USA this year, in coordination with the Phenom Jet Association s annual conference in Idaho, and we flew the to the event to share it with our Phenom customers. One of those additional resources is a two-day Flight Operations Engineering Course (FOEC) that is offered to pilots two days before the EEOC. This invaluable course which has a high level of participation provides training in aircraft performance, dispatch and air safety. Started in 2011, the FOEC program is now provided around the world,in Asia Pacific, Central and South America, EMEA and China. More than 400 customers, pilots, instructors and Embraer employees have been trained in these four years. In addition to the EEOCs, dedicated Customer Support and Services teams also attend the major airshows, including ABACE, EBACE, LABACE, NBAA and the Singapore Airshow. We encourage you to review the upcoming events and EEOCs for next year and come join us in 2015! The more familiar we become with each other and with the issues we face, the more resources we are able to develop to address our challenges, says Edson Carlos Mallaco, Embraer Executive Jets Vice President, Customer Support and Services. Embraer Executive Operators Conference in São Paulo, Brazil A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 10
Customer EVENTS upcoming events Abu Dhabi Air Expo Aero Friedrichshafen February 8-10 April 15-18 Abu Dhabi, UAE Friedrichshafen, Germany Access the Customer Support and Services Guide App Avalon Airshow February 24-March 1 Geelong, Victoria, Australia Sun n Fun April 21-26 Lakeland, FL, USA ABACE - Asian Business Aviation Conference & Exhibition April 14-16 Shanghai, China Access the CSS Guide App for: To learn more about Embraer Executive Jets participation at air shows and events, please visit EmbraerExecutiveJets.com ios at the Apple Store Android at the Google Store Publisher: Collaborators: Art Direction: Contact us: elaine Moreira da Silva Aliona Groh, Álvaro Luz, Ana Paula Sales, Bruno Visoto, Daniel Bachmann, Darren Shannon, Diana Alvarez, Lilian Regina and Sérgio Cunha Dan Meneely elaine.silva@embraer.com.br A Customer Support and Services Publication Issue 29 Fourth Quarter 2014 PAGE 11