Pratt & Whitney Canada Builds on Customer Support Success

The recently launched Customer First Centre, based at P&WC's headquarters in Quebec, Canada, operates 24 hours a day, seven days a week. The centre brings together technical support, logistics, service engineering, engine maintenance programs and...


PARIS AIR SHOW - Paris, France, June 17, 2007 - Pratt & Whitney Canada Corp. (P&WC) is enhancing its industry-leading global support with the recent launch of a new rapid response Customer First Centre and the expansion of its service centre and parts distribution network worldwide. P&WC is a United Technologies (NYSE: UTX) company.

"Our worldwide customer support is already the broadest and most comprehensive in the industry," said Maria Della Posta, Vice President, Customer Support, P&WC. "We are building on this success with a variety of initiatives as part of our strategy to remain No. 1 in our customers' eyes across all markets."

The recently launched Customer First Centre, based at P&WC's headquarters in Quebec, Canada, operates 24 hours a day, seven days a week. It delivers an enhanced level of front-line support that is unmatched in speed and efficiency. The centre brings together in one team the best expertise from across key P&WC front-line services, including technical support, logistics, service engineering, engine maintenance programs and warranty.

"We are increasing our focus on providing the expertise and solutions our customers need, when they need them," said Della Posta. "Whether a customer requires technical assistance, parts or a spare engine, the team's mandate is to go the extra mile to keep them flying. Equipped with state-of-the-art tools, the new centre enables us to provide customers with highly tailored and proactive solutions."

The new Customer First Centre is being complemented by the expansion of P&WC's parts distribution network in Europe and Asia. A new parts distribution centre (PDC) opened in Amsterdam last November. Another is scheduled to open its doors in Singapore this summer. Both PDCs will support customers previously supplied from other P&WC locations and offer an inventory of new parts, exchange accessories and line-replaceable units for all P&WC engine models.

The Singapore and Amsterdam PDCs are supported by the new 24/7 Customer First Centre. "With this expanding global network, P&WC engine customers will be assured a greater availability of parts and can also rely on an expert service staff that is accessible 24 hours a day, year-round," noted Della Posta.

P&WC is also opening a new, 8,000-square-foot (745-square-metre) service centre near the London Luton Airport to service P&WC engines operated by NetJets Europe and other customers. The centre will provide fan-engine repair and hot-section inspections for JT15, PW300 and PW500 series engines. "With the growth in the NetJets Europe fleet, we are delighted to be able to provide a higher level of support to this valued customer, as well as to our growing customer base in the United Kingdom and across Europe," said Raffaele Virgili, Vice President, Service Centres, P&WC.

In addition, P&WC recently appointed Standard Aero as a designated overhaul facility for PW615F and PW610F engines. Standard Aero will perform maintenance, repairs and overhaul services at its facility in Maryville, Tenn., USA, and provide rapid-response mobile repair teams to support operators in the field at locations in the United States, Europe, Australia and Asia. The facility will start servicing the PW615F and PW610F engines by the end of June 2007.

P&WC's global customer support also comprises over 30 P&WC-owned and designated overhaul facilities, field support representatives strategically located on all major continents, mobile repair teams available around the clock, the largest pool of P&WC rental and exchange engines in the industry and advanced diagnostic capabilities.

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