GENEVA, SWITZERLAND – (Marketwire – May 13, 2012) – Pratt & Whitney Canada (P&WC) continues to invest in its industry-leading customer service capability, ensuring the company remains on top with the most extensive support resources to operators in the business aviation segment. By organizing its operations around customers’ needs and their locations, P&WC has built a unique global aftermarket service capability that responds 24/7 anywhere in the world. P&WC is a United Technologies Corp. (NYSE:UTX) company.
“The foundation of our customer service strategy is delivering the most dependable engines and standing behind our product with the best service and support for our customers,” said Raffaele Virgili, Vice President, Customer Service, P&WC. “The fact that we have approximately 50,000 engines operating in 200 countries across business and general aviation, regional airlines and helicopter markets has allowed us to build the largest, most comprehensive support capability in the industry, with the ability to serve our customers anywhere, anytime.”
Recent developments in P&WC customer service include:
Network expansion
– P&WC has partnered with AVIC to create an MRO joint venture in Zhuzhou, Hunan Province, China for civil-certified PT6A and PW100 series engines. The agreement expands P&WC’s global service network to China providing business and regional operators access to maintenance, repair and overhaul services in this important growth market.
– The company has added 15 new team members at its customer service hub in Singapore, including customer managers and engineers, CFirst event managers providing front-line support, and accessories specialists who provide support on the full complement of P&WC engines located in the region.
– P&WC’s Service Centre located in Long Beach, California, has expanded its capabilities to better serve its turboshaft family of engines, specifically PW206 and PW207, concentrated on the western coast of the United States. The PW200 family of engines serves the corporate and VIP transport market, as well as emergency medical services, utility, law enforcement and other operations.
Diagnostic and prognostic tools
– The company has introduced a free, online engine diagnostic tool, powered by Spotlight®, for its PW300 turbofan, PW100 turboprop and PW200 turboshaft engine families, which enables customers of P&WC Technical Publications to diagnose their engine issues quickly and independently.
– P&WC has introduced the FAST™ (Flight Acquisition Storage and Transmission) solution, a new product designed to automatically acquire, store and transmit engine and aircraft flight data for analysis, helping create a planned maintenance environment for operators.
Speed and simplicity
– P&WC is putting its technical publications online via the P&WC customer portal. Customers can now renew their subscriptions, and order new subscriptions, via the customer portal with the actual manuals provided via CD-ROM. During the course of 2012, engine manuals will be migrated online giving customers instant access to the latest information about their engines.
– In 2011, in P&WC’s MRO facilities, continuous improvement tools were used to reduce turnaround times by approximately 20 per cent, an example of the company’s focus on delivering exceptional service value that minimizes downtime for P&WC operators.
Flexible solutions
– The company has introduced a FLEX enrollment option for its ESP® Program designed for in-service engines allowing operators to avoid a lump-sum buy-in at enrolment.
– Earlier this year, P&WC introduced a PW200 engine exchange program creating a cost-effective alternative to an overhaul, greatly reducing the logistics involved and eliminating turnaround times. The first engine model being introduced is the PW206B2 powering the Eurocopter EC135, which is widely used for executive transport, as well as police and emergency medical services. Additional PW200 models will become part of this program based on market demand.
“We see ourselves as our customers’ business partner and that drives us to seek ways to help them keep costs down, help them work more efficiently, and consistently respond to their needs,” said Virgili. “In everything that we do, we seek to have an immediate and beneficial impact on our customers and their business operations.”
Come and see us at EBACE, Hall 6, Booth 1539. Operators are invited to visit P&WC's booth to speak with a customer service representative.
For all EBACE-related news, stories and videos go to www.pwc.ca
Follow us @PWCanada on Twitter
