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AM: I assume you still work quite a bit with vendors. Reich: Yes. While with Cessna, I’ve spent a lot of time working with suppliers. And prior to working here, I was an OEM rep; I represented a lot of companies into the aircraft manufacturers. Today, I get very involved with suppliers, particularly if there is a systems issue. When working on a service bulletin, we’re looking for technical solutions and for that we need to get very involved with our suppliers.


AM: How do you fit into Cessna’s entire support operation? Reich: There are three segments of our business. One is the service center organization headed by Stan Younger. Then there’s CSP&P [Cessna Service Parts and Programs], which is Bill Collier’s responsibility, and then my organization, which is the customer and product support side. We all report to Brad Thress, our


senior VP for Customer Service and we work closely together. For example, if a service center needs help, they may come to our product teams. All three teams have a ‘high-watch’ meeting every morning at 7:30. A high-watch aircraft is one that we’re looking at because it has a service issue. We make sure we’re monitoring the issue and that we have a customer solution.


AM: Breaking down your responsibilities, tell us about Cessna’s hotline. Reich: There are two pieces tied together: the customer hotline and the “frontend” operation. We have two hotlines: one for the propeller group and one for the jet side. They are the initial interface for a customer calling in with an issue. The frontend is a generic, call-center operation for customers who don’t necessarily have a product-specific issue. Its people have knowledge of the entire product line. Their responsibility is to


get the caller in the right direction – and that could be the hotline if it’s a product- specific issue.


AM: You also manage the aircraft product teams, right? Reich: Yes. We currently have six product teams. They are for our Mustang, the legacy models, the CJs, all the XL models, the Sovereign and Citation X. These teams are the “backend.” The frontend identifies that a situation needs additional support and then one of those teams in the backend provide the solution.


AM: Are the product teams sent out into the field? Reich: These are internal product teams, experts in-house that everyone can use. If our field service organization needs some help, this is their internal resource. Outside my organization, we have service centers around the United States and one in Paris.


Aviation Maintenance | avmain-mag.com | June / July 2011 35


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