CUSTOMER SUPPORT
PRATT & WHITNEY CANADA – PUTTING THE CUSTOMER FIRST
R. Fred Polak | Editor
Every second, a Pratt & Whitney Canada-powered aircraft takes off or lands somewhere in the world.
It powers the largest fleet of business and regional aircraft and helicopters — more than 50,000 engines on more than 28,000 aircraft around the world. It boasts more than 10,000 operators and more than 600 airlines in more than 200 coun- tries. If ever there was a reason to put the customer first, there it is. We spoke with Raffaele Virgili, vice president of customer
service for Pratt & Whitney Canada, about its Customer-First Support Centers. Virgili began his career at Pratt & Whitney Canada (P&WC) in 1983 and has held positions of increas- ing responsibility within the engineering, marketing and service centers organizations in Canada, the United States and Europe. He was appointed vice president of repairs and overhaul for service centers in 2006 and vice president of service centers in 2007. He was later appointed vice president of operations for customer service in 2008. Virgili holds bachelor’s and master’s degrees in mechanical
engineering from McGill University, as well as a master’s de- gree in thermal energy (gas turbine engine technology) from the Cranfield Institute of Technology in the United Kingdom. Helicopter Maintenance – What is the Customer-
First Center? 36
HelicopterMaintenanceMagazine.com October | November 2013 Virgili – The Customer-First Center offers a multidis-
ciplinary team representing key resources from across our aftermarket network. This group of talented employees is dedicated to providing responsive and proactive support to our customers.
The Customer-First Center is a key part of our drive
to take our frontline services to the next level. This initia- tive brings together all of the key elements to improve our responsiveness, getting the customer back in the air as soon as possible and quickly addressing any issues or questions. The Customer-First Center also improves the overall customer experience, making it easier for customers to do business with us. It’s all about driving continuous improvement in every- thing we do for our customers. Available services include: • AOG/critical emergency services • Technical/maintenance consultation • Engine/spare parts delivery status From a helicopter perspective, Pratt & Whitney Canada is a leading turboshaft engine supplier in the global light- single, light-twin and medium helicopter markets. We offer a wide range of advanced technology products for dependable performance and continuing the rugged legacy of the PT6T Twin-Pac.
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