the embraer advantage - Embraer Executive Jets

Transcription

The Embraer Advantage
A Customer Support and Services Publication | Issue 27 SECOND Quarter 2014
Celebrating the New Brazilian Service Center and FBO - Sorocaba, SP
Greetings
Greetings
Index
Customer’s View
Service Solutions
Training
Achievements
Inside the Customer Support Team
Greetings from Mallaco
Greetings from EBACE!
We are returning to Geneva with a complete Legacy 500. We look forward to showing the aircraft
and its new interior design as the flight test campaign heads toward certification!
Meanwhile, back in Brazil, we inaugurated the new Brazilian service center and FBO at the
end of March, in Sorocaba. It provides customers with FBO, maintenance support and services.
Renato Rafael manages both the Sorocaba and São José dos Campos facilities, and in the
next pages he shares highlights of his journey with Embraer.
In this edition, we bring you the testimonial of Captain Glyn Anderson, who has flown the Legacy
for many years with London Executive Aviation, and he offers us some insight into his experience
with the aircraft.
Finally, we are pleased to invite you to join us on the 2014 Product Support surveys from AIN
(Aviation International News) and ProPilot magazines, which are being conducted this month.
Your vote will help us to continue to improve our support, our services, and above all, your flight
experience. Cast your vote today!
On behalf of our global customer support and services team, thank you for the privilege of
supporting you on your journeys!
Edson Carlos Mallaco
Vice President
Customer Support and Services
Embraer Executive Jets
A Customer Support and Services Publication | Issue 27 — SECOND Quarter 2014 | PAGE 1
Customers’ Events
Greetings
Index
Index
Customer’s View
Service Solutions
Training
Achievements
Customers’ Events
Index
Greetings From Mallaco Page 1
Customer’s View
LEA Deputy Chief Pilot and Legacy Fleet Manager Page 3
Service Solutions
Embraer and CAMP: A Winning Relationship Page 6
Training
FlightSafety International: Legacy 500 Training Page 8
Achievements
Grand Opening - Embraer New Brazilian Service Center and FBO Page 10
Renato Rafael Page 12
Customers’ Events
Upcoming Events Page 15
Greetings
Index
Customer´s View
View
Customer’s
Service Solutions
Training
Achievements
Customer’s View |
Customers’ Events
Glyn Anderson, LEA Deputy Chief Pilot and Legacy Fleet Manager
Glyn Anderson learned to fly in New Zealand, studied
Economics at Degree level and subsequently pursued
an aviation career as a pilot. He is Deputy Chief Pilot
and Legacy Fleet Manager at London Executive Aviation
(LEA), with responsibility for two Legacy 650s and
six Legacy 600s.
Q: What’s your background, especially in aviation?
I joined London Executive Aviation (LEA) in 1996 and
started my professional flying career with the company
as a Seneca pilot. I have had the unique opportunity to
pursue my flying career within one company, working
with an inspiring team of people who have established
a market-leading reputation within the corporate sector.
As a senior manager within LEA, I am also responsible
for quality control and maintaining standards across the
company.
Q: How did you first become involved
with Embraer?
My role was to operate and manage one of the first
Legacy aircraft types in Europe for LEA.
Q: When did you first fly an Embraer jet?
In 2006, I operated Legacy aircraft serial No. 505
which was an early development aircraft and was
flown worldwide by Embraer prior to LEA continuing
its adventure.
Q: Could you share with us your experience in flying
the Legacy?
Our feedback shows the Legacy 600/650 is a very
popular aircraft with passengers, crew, maintenance and
operations alike.
Primarily, our clients appreciate the cabin size and
flexibility of use. The three spacious zones allow for
specific client requirements. We found that passengers
enjoy the comfort, privacy and a chance to rest on long
night sectors, with various bed options including the
double divan or mattresses. Our customers regularly
comment that they enjoy the buffet dining on the
credenza, or individual dining as an integral part of the
club seating.
Captain Glyn Anderson
(continued)
Greetings
Index
Customer´s View
View
Customer’s
Service Solutions
Training
Our business passengers optimise time with
in-flight business meetings, facilitated with voice
communication by sat phone and internet connectivity.
Inflight entertainment is zoned and allows families
with children, for example, to relax and watch movies
separately if required. We quite often see children
relaxing in the rear cabin on the three-seat sofa,
giving the parents a bit of free time.
The Legacy allows us to fly up to 13 passengers
comfortably. Passengers can freely move around the
cabin without encroaching upon any individual’s space.
The cabin, even when full, never feels cramped and is
conducive to a relaxed ambience. Our passenger
profile ranges from royalty to rock ‘n’ roll, though
usually not together!
Achievements
(continued)
avionics. Excellent views of the world are always
available through the spacious windows.
LEA cabin crew can move about the cabin with ease,
carrying out their professional duties without being
intrusive. The galley can easily be partitioned from the
cabin during service to allow the crew to work on food
preparation without disturbing the passengers. The
galley has enough workspace and equipment to provide
à la carte service on longer flights, while the baggage
capacity is in a class of its own, with good access from
the cabin and ease of loading.
Our maintenance crew respect the reliability of the
aircraft, which also endears it to operations with good
trouble-free despatch.
The aircraft performance enables a diverse range of
operation, and passenger flexibility ranging from skiing
trips into Samedan in the Swiss Alps, to transatlantic
flights to New York on the Legacy 650. As a pilot of
the Legacy this diversity is professionally rewarding,
challenging and never dull.
Q: What event would you highlight in your history
with Embraer?
The LEA flight crew benefits from a wide flight deck
equipped with modern, dependable and uncomplicated
I have had the pleasure of visiting Embraer’s factory on
numerous occasions to take delivery of new aircraft.
In essence, the Legacy is a perfect corporate aircraft for
operations within Europe, Africa, Asia, the Middle East
and beyond. For me the Legacy is a real pleasure to fly.
Legacy 600
(continued)
Customers’ Events
Greetings
Index
Customer´s View
View
Customer’s
Service Solutions
Training
The professionalism, team ethic and personable
hospitality is, for such a large company, highly
commendable.
Achievements
(continued)
crew, myself and local engineers.
Q: What recommendations do you have for
Embraer’s Customer Support team?
Q: Could you describe an occasion when you
needed support from Embraer?
The despatch of the Legacy fleet, as mentioned, is
faultless, so in that regard customer support is not
regularly sought. On those rare occasions when aircraft
have been AOG, or potentially so, Embraer reps
are always keen to assist with trouble-shooting and
rectification. As an AOC operator, there are established,
continuous airworthiness procedures to deal with
engineering issues. Notwithstanding this, I have been
always able to communicate with key support personnel
within Embraer whether from our office or around the
world.
A recent AOG in Male over Christmas was a case in
point. Given the remote nature of this location, and
despite it being a holiday period, a part was dispatched
from Paris and an engineer flew in from Dubai to
work on the aircraft. The AOG time was minimised by
Embraer’s assistance with fault diagnosis, aiding both
Customers’ Events
The support is personable, responsive and
geographically wide-reaching. As the Legacy 650
expands regional operation and popularity, Embraer
should ensure that maintenance support is localised
wherever possible in terms of engineering availability,
parts sourcing and despatch, aiming to minimise
customer inconvenience.
Q: What do you draw from your experience with the
Legacy 600/650?
The Legacy 600/650 has evolved and improved,
based on operators’ feedback and recommendations.
The cabin, avionics, engine and fuel developments
have made a significant impact operationally and
in terms of passenger comfort and satisfaction. More
can be achieved to uphold the aircraft’s reputation and
future, but essentially the latest Legacy 650 aircraft is a
market leader.
Embraer Executive Jets customers will enjoy
full support during FIFA’s World Cup in Brazil
From June 12th through July 13th, a dedicated Embraer
Customer Support and Services team will be on call 24/7.
Our customers will benefit from the readiness of Field
Support Representatives (FSRs) and teams of maintenance
technicians, who will be based in each host city, to accompany
their aircraft arrival, and swiftly respond to any aircraft event.
Our plans include:
• Maintenance Availability (Embraer Owned and
Authorized Service Centers)
• Material Support Readiness
• 24/7 Contact Center
We want our customers to enjoy the World Cup and rest
assured that they can count on our support.
Greetings
Index
Customer’s View
Service Solutions
Solutions
Service
Training
Achievements
Service Solutions |
Embraer and CAMP: A Winning Relationship
History
Benefits of MTX Tracking
CAMP Systems International and Embraer entered into
an agreement in late 2011, which enabled CAMP to
provide Embraer Executive Jets (EEJ) customers and
operators with Maintenance Tracking Services for
their aircraft.
The goal of any MTX tracking system is to ensure a
customer’s aircraft airworthiness is always preserved and
in compliance with local regulatory requirements.
Along with CAMP Maintenance Tracking, Embraer
obtains a comprehensive data stream from CAMP,
enabling Embraer to:
CAMP System
Customers’ Events

monitor fleet reliability

track service bulletin incorporation

forecast parts requirements
CAMP is currently signing up well over 90 percent of
new aircraft deliveries, enabling customers to benefit
from the Maintenance Tracking (MTX) service. CAMP
has participated in various EEOCs around the world,
and has also joined the Phenom Jet Association, actively
supporting their meetings.
Maintenance tracking is performed behind the scenes,
transparently supporting customers’ operations.
CAMP’s approach to maintenance tracking is to
completely aggregate all MTX data into a single location.
This is done by:

Incorporating and maintaining Embraer’s
Maintenance Program information to a current
revision standard,

Merging Embraer SBs with documentation

Integrating AD content

Loading component tags to support and
substantiate the component status

Updating maintenance status while it is
performed, and linking the compliance docs to
provide immediate access to critical data.
(continued)
Greetings
Index
Customer’s View
Service Solutions
Solutions
Service
Training
Achievements
Customers’ Events
Embraer and CAMP: A Winning Relationship (continued)
Mobile Platform
CAMP has also developed an innovative
mobile platform, iCAMP, designed to
operate on the Apple iPad™, iPhone™
and Android™ devices. This mobile
platform is rapidly becoming the core of exciting new capability for operators as it allows
for quick access to all critical aircraft maintenance data. Additionally, iCAMP now offers
customizable checklists for various operational tasks. In the future, iCAMP will allow
operators to transition to a fully electronic maintenance environment with the release of
electronic signatures.
Benefits for Phenom Operators
Operators of Phenom 100 and Phenom 300 have often moved up from twin engine
piston or turbine aircraft. While operating a twin engine piston aircraft, the operator’s
service center often “fully managed” the aircraft. The Phenom 100 and Phenom 300,
however, are modern aircraft, with complex integrated systems, just as their larger
stablemates. CAMP’s tracking system ensures that customers receive the benefit
of the aircraft’s design for predictable maintenance.
In addition, the Phenom 100 and Phenom 300 enable customers to travel much farther,
often away from their main base and primary maintenance facility. When unexpected
maintenance is required, CAMP’s system ensures all historical information is readily
available to the Service Center.
Furthermore, this system provides Embraer Service Engineers and Field Service
Representatives with the information they need, when they need it. This enables
Embraer to respond rapidly and deliver critical support. CAMP’s comprehensive
maintenance tracking system gives Embraer the visibility needed to provide the
highest quality support.
A Bright Future
The future holds promise for CAMP and Embraer, as they forge ahead progressively.
CAMP is currently working on an enhanced data feed to provide greater depth and
richness to the data provided to Embraer. In addition, CAMP is already integrated with
the innovative AHEAD (Aircraft Health Analysis and Diagnosis) system and is working
with Embraer to share even more information.
CAMP also provides Engine Health Monitoring (EHM) for Pratt & Whitney Canada
(P&WC) engines, and will shortly integrate the P&WC EHM data into the CAMP system.
This will fundamentally redefine maintenance tracking, serving as a single environment
for an operator and Service Center to manage their aircraft.
Additionally, CAMP recently signed an agreement with Honeywell to provide Engine
Health Monitoring for the HTF engines. This will further enhance the MTX tracking
experience for other members of the EEJ fleet.
CAMP is committed to providing Embraer, and all of their customers, with the tools and
services that they need to effectively manage their aircraft. They look forward to a longterm relationship with Embraer.
To learn more about the benefits of CAMP MTX, please visit
www.campsystems.com or call +1-800-558-6327.
Greetings
Index
Training |
Customer’s View
Service Solutions
Training
Training
Achievements
FlightSafety International: LEGACY 500 TRAINING
The Legacy 500 entrance into service later this
year will mark the culmination of years of extensive
preparation and collaboration between Embraer
and FlightSafety International. The comprehensive
professional training program and the advanced Level
D qualified simulator are designed to enable operators
to take full advantage of the aircraft’s unparalleled
features. Embraer selected FlightSafety as its Legacy
500 training provider to ensure that customers receive
the highest quality training, be it for pilots, maintenance
technicians, or other aviation professionals who
operate and support their aircraft.
The Legacy 500 initial pilot course provides challenging
real-world training scenarios with advanced classroom
training tools and the highest-fidelity simulation
system. Ground school focuses on the ‘learn, see,
and do’ instructional strategies, maximizing the handson training effectiveness of MATRIX, FlightSafety’s
integrated training system. This innovative suite of
devices uses the same software found in the
Level D qualified simulators. Pilots follow along on
desktop simulators while instructors explore aircraft
systems on large displays. As in the full flight simulator,
systems respond just as they do in the aircraft. The
inclusion of hands-on simulation in ground school
significantly enhances training benefits.
“We’ve been working since 2010 to ensure that our
training for the all-new Embraer Legacy 500 and
Legacy 450 takes full advantage of the latest in
educational technology and instructional expertise,”
says Brady Peikert, Pilot Training Program Manager.
“Tablet computers, frequent interactivity with full flight
simulators, and the MATRIX system, are just a few
of the features that enhance the Customer Training
Experience and provide unparalleled value. Our vision
is not simply to offer ‘training’ for Legacy 500/450
operators, but to provide them with a comprehensive
hands-on experience that will enhance their knowledge
of the aircraft as well as the safety of their operation.”
The maintenance training program was developed
with Embraer engineers and maintenance technicians.
EASA approval of the courses in February enabled
FlightSafety to start providing Legacy 500 maintenance
training to Embraer Service Center technicians and
customers prior to the aircraft’s entry into service.
FlightSafety Simulator
(continued)
Customers’ Events
Greetings
Index
Customer’s View
Service Solutions
FlightSafety International: LEGACY 500 TRAINING
Training
Training
Achievements
(continued)
The 14-day B1 Theoretical course is offered in St. Louis, MO, USA or Paris,
France. The practical training is provided on-site with Embraer in their facility
in Gavião Peixoto, SP Brasil.
FlightSafety’s Legacy 500 full flight simulator in St. Louis, Missouri, will be
qualified initially by ANAC, FAA, and EASA authorities. Additional qualifications
are expected in the coming year. This simulator features VITAL X, FlightSafety’s
industry-leading electric motion and control-loading visual system.
“FlightSafety is pleased and proud to serve Embraer,” said Angie Gremard,
St. Louis Center Manager. “We continue to work together to develop new training
programs, update existing courses, and determine the timing and location of
additional flight simulators, devices, and equipment that is needed to support
Embraer aircraft operators.”
FlightSafety International is the training provider for the Embraer Legacy 450,
Legacy 500, Legacy 600, Legacy 650, Lineage 1000E, and the E-Jets family
of commercial jets, with eleven locations worldwide and a fleet of 26 full flight
simulators, among other advanced training devices.
Legacy 500
Customers’ Events
Greetings
Index
Customer’s View
ACHievements |
Service Solutions
Training
Achievements
Achievements
Customers’ Events
Grand Opening - Embraer New Brazilian Service Center and FBO
Embraer Executive Jets inaugurated a new Service Center at Bertram Luiz
Leupolz (SOD) Airport, in the city of Sorocaba, Brazil, on March 27th. The
Company’s new facility, which involved an investment of more than USD 25
million, is expected to generate up to 250 direct and specialized jobs over
the coming years.
With the inauguration of the Sorocaba facility, Embraer is expanding its
Service Center network at strategic locations, to support the growing fleet
of executive jets in Brazil. There are currently more than 160 Embraer
Phenom and Legacy jets operating in Brazil.
The city of Sorocaba demonstrates a business aviation vocation, with more
than 30 companies based at the airport, growing air traffic, and favorable
weather. The airport’s proximity to the capital city of São Paulo, Greater
Sorocaba’s continued development, and its qualified work force were also
strong factors influencing the decision.
The new center comprises a passenger boarding and arrival terminal,
providing airport services, meeting rooms for customers, and rest
areas for crew members – all equipped with TV, Internet access,
and communications.
The 20,000-square-meter area of the Service Center has two hangars,
one of which is dedicated to maintenance, repair and overhaul (MRO) of
executive jets manufactured by the Company, and the other to support
(continued)
From L-R: Antonio Pannunzio - Sorocaba Mayor. Marco Tulio Pellegrini, President and CEO - Embraer Executive Jets.
Edson Mallaco, Vice President, Customer Support and Services and Ricardo Volpi, DAESP Director
Greetings
Index
Customer’s View
Service Solutions
Training
Grand Opening - Embraer New Brazilian Service Center and FBO
Achievements
Achievements
Customers’ Events
(continued)
the operation of business aircraft (Fixed-Base
Operations – FBO).
Universal Aviation, the ground support division of
Universal Weather and Aviation, Inc., will serve the
Company’s current customers, as well as other
business aviation operators flying into Sorocaba,
with aircraft ground support and hangar services.
“We are pleased to announce that Universal
Aviation will serve our customers in Sorocaba,
and deliver the highest level of personalized
service for which it is recognized,” said Edson
Carlos Mallaco, Vice President, Customer Support
and Services, Embraer Executive Jets. “To
serve with excellence is one of Embraer’s key
values, and the new Sorocaba Service Center
demonstrates our commitment to our customers’
complete satisfaction.”
Falcon Aviation opens Embraer Service Center at
Al Bateen, Abu Dhabi
During the Dubai Air Show this year, Falcon Aviation Services (FAS)
officially opened its newly constructed 106,000 square foot Service
Center at Al Bateen Executive Airport in Abu Dhabi, making it one of the
largest business aviation MROs in the Middle East.
Falcon Aviation Services was first appointed as an Embraer Executive
Jets Authorized Service Center in 2009, providing line maintenance
support for the Legacy 600, and became the first service center in the
Middle East to support the Lineage 1000.
The new center provides customers with a complete maintenance
infrastructure, in addition to ample space and resources for work or
relaxation, while their aircraft is in maintenance.
Customer´s Area
From L-R: Matthieu Faene, Embraer Account Manager Middle East and his Highness,
FAS CEO, Captain Mahmoud Ismael
Greetings
Index
Customer’s View
Service Solutions
Training
Achievements
Insidethe
theCustomer
Customer Support
Inside
SupportTeam
Team
Customers’ Events
Interview: Renato Rafael
Title: General Manager,
Embraer Executive Jets Services - Brazil
Renato was born in Diamantina, in the state of Minas
Gerais, Brazil, but grew up in another city of the same
state, Belo Horizonte. When asked what he considers
the greatest reward in life, Renato responds, “to spend
all my free time with my lovely wife, Fabiana, and
my sons, nine-year old Renato Jr., and 18-month-old
Theo.” This year, Renato will complete 22 years in
business aviation, most of which in leadership roles of
MRO and customer support organizations.
Q: What is your role in Customer Services
and Support?
I am responsible for MRO and FBO services at the
Service Center in São José dos Campos, which was
established in 2010, and at the new Sorocaba facility. I
lead teams who are committed to providing the highest
level of customer care and technical services, driving
customer satisfaction.
Renato Rafael
Q: Tell us about the new Sorocaba facility project.
When did you get involved?
It’s very gratifying to see a project of this importance
become reality, especially having contributed to its
development since the conceptual phase. Customers
are enjoying the amazing new facility, which is the
achievement of a passionate team.
Q: How long have you been at Embraer? How long
in Customer Support?
I have been at Embraer for almost eight years, serving
in Customer Support since day one.
Q: What were your prior roles?
I previously served as the Authorized Service Center
Network Manager, responsible for the development
and expansion of the network of Executive Jets Service
Centers in Europe, Middle East, and Africa, since early
2008. In March 2010, I became the manager for the
newly established Executive Jets Service Center in
São José dos Campos.
My experience prior to Embraer includes management
of support, maintenance, repair and overhaul of
Honeywell, Pratt & Whitney, and GE engines.
(continued)
Greetings
Index
Customer’s View
Service Solutions
Training
Achievements
Insidethe
theCustomer
Customer Support
Inside
SupportTeam
Team
Customers’ Events
Inside the Customer Support Team (continued)
Q: Where did you receive your training and education to prepare you
for this job?
I completed my technical education in Mechanics at Centro Federal de
Educação Tecnológica de Minas Gerais (CEFET-MG), and I obtained my
degree in Mechanical Engineering from Pontíficia Universidade Católica de
Minas Gerais (PUC-MG).
I hold a Master of Business Administration in International Business
Management from Fundação Getúlio Vargas (FGV-SP), in São Paulo.
Embraer wants to hear from you!
The 2014 Aviation International News (AIN) and ProPilot Magazine Product Support
Surveys have started.
Last year Embraer was named one of the top performers in our industry’s product
support. This high honor - 2nd place - came from one of the most important industry
surveys - AIN, and in order to be named again this year we would like to
encourage you to participate in the 2014 product support surveys, which are
available from:
Q: Are you an aircraft mechanic or a licensed pilot?
Yes, I am a licensed mechanic with Airframe, Powerplant, and Avionics
ratings, and I also hold a private pilot license.
May 1st to June 13th
Q: What do you enjoy most about your job at Embraer?
Embraer is a very nice company to work for. People here are great, and
the most enjoyable aspect for me is to be surrounded by highly skilled and
motivated professionals. It’s impossible not to be positively affected in this
environment.
It’s been said that you don’t work a day in your life when you love what you
do. And that’s true for me.
May 1st to July 7th
Your participation is very important to us and will help us identify improvement
opportunities. Thank you for casting your vote!
Q: How do you see aircraft maintenance? How do you work with
customers at these critical moments in the aircraft’s life cycle?
(continued)
Greetings
Index
Customer’s View
Service Solutions
Training
Achievements
Insidethe
theCustomer
Customer Support
Inside
SupportTeam
Team
Inside the Customer Support Team (continued)
Safety should be the first thing that comes to mind when it comes to aircraft
maintenance. The primary goal of every maintenance organization is to keep
aircraft flying in the safest conditions. This is no different for business aviation
customers.
Unscheduled maintenance events are not pleasant, and we strive to minimize
downtime and costs, but always prioritizing safety.
Q: What’s it like to start a new facility like Sorocaba? What is the role the
FBO in the region?
Starting a new facility from scratch offers unique challenges. Everything
is new, except the experience we have in serving customers, so training
becomes key to delivering great service, right from the start.
With the growing fleet of Embraer Executive Jets in Brazil, Sorocaba plays a
significant role in this expansion, due to its regional economic importance and
its proximity to São Paulo. Our objective is to be ever closer to our customers
in order to best support their operations, and the new Sorocaba facility is the
ideal venue in the region.
Customer Support and Services Guide:
Update Available
The CSS Guide offers full and instant access to
Embraer´s entire global customer support and
services network. Some recent improvements were
implemented to make your daily access easier and
faster, and here they are:
• The iPhone and iPad version upgrade: now in
the Apple Store;
• The Android version: now in Google Store;
• New functionality: “Request Support” offers customers a
direct and easier method to request support from the Contact
Center. The customer identification will be saved in the app
for future requests;
• Performance improvements;
• Fully compatible with iPhone 5 series resolution
The new building is impressive, but what will satisfy customers is the software,
not just the hardware. Excellence in customer support and services is all
about people.
Customers’ Events
Greetings
Index
Customer’s View
Service Solutions
Training
Achievements
Customers’ EVENTS |
Customers’ Events
Customers’
upcoming events
EBACE
May 20-22
Geneva, Switzerland
EAA AirVenture
July 28-August 3
Oshkosh, Wisconsin, USA
EEOC USA - Embraer Executive
Operators Conference
Legacy
May 27-29
Fort Lauderdale, USA
LABACE
August 12-14
São Paulo, Brazil
Farnborough Airshow
July 14-20
Farnborough, United Kingdom
To learn more about Embraer Executive Jets’ participation at
air shows and events, please visit EmbraerExecutiveJets.com
EEOC Brazil - Florianópolis: Customers and Embraer team
Publisher: Elaine Moreira da Silva
Collaborators: Aliona Groh, Daniel Bachmann, David Sayag, Diana Alvarez, Karie White (CAMP),
Matthieu Faene and Vicki Arceri (FSI)
Art Direction: Dan Meneely
Contact us: [email protected]