(Teterboro, New Jersey, March 5, 2010) -- In an effort to deliver an industry leading service center experience to Falcon customers, Dassault recently undertook a major review of both its Company Owned and Authorized Service Center (ASC) network.
“Our overall objective is pretty simple,” said Jacques Chauvet, Senior Vice President of Worldwide Customer Service for Dassault Falcon. “We must improve the service experience for Falcon owners, no matter where they are based and wherever they fly. To do this, we will expand what we call our ‘footprint’ of service.”
Currently, Dassault Falcon has five Company Owned Service Centers and 26 Authorized Service Centers (ASC) strategically located throughout the world. In addition, the company recently added five Satellite Service Stations with ‘GoTeams’ positioned on four continents.
At the time the traditional Falcon ASCs were established, the basic philosophy was that each center needed to meet an ultimate level of requirements in terms of equipment and services to support all Falcon models, up to and including “C” inspections. While this philosophy works well in areas with large Falcon populations such as Europe and the United States, it proved less practical in some of the new, emerging markets for business jets.
Chauvet continued, “We are now putting in place a stronger, more vibrant network that will allow ASCs to specialize in one or two aircraft models if they choose or to support all Falcon models through all phases of maintenance. What our customers will see is a more specialized approach that will provide a quicker reaction to their needs.”
The new Dassault Falcon ASC structure will be divided into three categories: Heavy, Major and Line maintenance.
· “Heavy Service Centers” will provide comprehensive customer support for all Falcon models and hold local regulatory approvals as well as those from the FAA and EASA. Most of the ASCs in North America and many in Europe fall into this category offering a complete line of services including all levels of maintenance and inspections, Rapid Response AOG teams, refurbishments and upgrades.
· “Major Service Centers” will provide comprehensive support for Falcons of a particular model series and hold local regulatory approvals as well as those from the FAA and EASA. Services will typically include all maintenance including AOG service and inspections through a ‘C’ check. Five centers located in Finland, Germany, Singapore, South Africa, and the U.S. fall into this category.
· “Line Service Centers” will provide support for specific Falcon models and hold a minimum of local regulatory approvals. Services include what is typically called line maintenance up through A and A+ checks. Thirteen centers around the globe fall into this category.
“Under this new approach, a wider group of quality service providers are candidates to be included in the Falcon ASC network,” said Frank Youngkin, Vice President of Customer Service for the Western Hemisphere. “We can now add smaller ‘Line Service Centers’ in areas that experience a high level of transient traffic but with few aircraft based in the area.”
Satellite Service Stations and More GoTeams Launched
To further enhance Dassault’s “footprint of service” Dassault Falcon has introduced company owned Satellite Service Stations. These facilities are an extension of an existing Company owned service center and are staffed with technicians, AOG support tooling and a targeted inventory of spares.
DAS - West Palm Beach is authorized by the FAA to perform “A” inspections up to the “4A+” inspection on the Falcon 50, Falcon 2000 and Falcon 900 family of aircraft as well as the Falcon 7X.
The Sorocaba service center came online in June 2009 when it received its repair station certification from the Brazilian airworthiness authority, Agência Nacional de Aviação Civil (ANAC).