CUSTOMER SUPPORT Helicopter Maintenance – Where is the Customer-
First Center located? Virgili – The first Customer-First Center (CFirst) was opened in 2007, in Longueil, which is a suburb of Montreal, in Quebec. CFirst brings together a multidisciplinary and multilingual support team of 21 specialists to resolve issues so that customers can return to service quickly. Last year, we an- nounced the continued expansion of our customer service ca- pabilities to serve the Asia-Pacific region from our operational hub located in Singapore. The Singapore operation includes 15 new team members, including managers, engineers, two CFirst event managers providing front-line support, and ac- cessories specialists who provide support on the full comple- ment of P&WC engines located in the region. These new employees are co-located with P&WC SEA, P&WC’s repair and overhaul facility, opened in 1983, located in the Loyang Industrial Estate next to Singapore’s Changi Airport. Helicopter Maintenance – What is the Customer First
Center’s mission statement? Virgili – It is both the team goal and mission statement. I
would like to think that each time a customer deals with us, it is an enjoyable experience. We can have whatever metrics we want to use, but at the end of the day, it is the customer that ultimately decides if we are No. 1 or not. Helicopter Maintenance – What are the Customer- First Centers’ hours of operation?
Virgili – Both are open 24/7/365. We actually handle about 130,000 customer requests each year. That doesn’t include our calls out to customers, which come in at about 60,000. We receive requests by phone, e-mail and even by fax. For all those requests that come in other than by phone, we review the request, do our internal homework and call or write the customer back with the necessary solutions. Helicopter Maintenance – What should a customer do
before calling for help? Virgili – Each case is unique, but what we can say is that the more information that an operator is able to provide, the faster we are able to resolve the issue at hand. Having the maintenance history ready is very helpful and photos definite- ly help. We also recently launched a new tool called Spotlight (available for the PW100, PW200 and PW300 engine models with the balance of the models in development). Spotlight is an industry-leading software package that assists the operator in troubleshooting. It greatly assists and accelerates determin- ing the root issue so that immediate focus can be brought to bear on the problem at hand. Operators are encouraged to use it to troubleshoot prior to calling so that a fair amount of ground work is already accomplished when they make the call. They can then share with us the data collected and we have a more exact picture of what is going on. Helicopter Maintenance – When the customer takes
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delivery of a new helicopter with P&WC engines, they get a set of publications from the helicopter’s OEM. With the de- livery of that helicopter, there are many technical publications, either in electronic or paper form. With that delivery, is there any listed place the customer can look for P&WC engine technical support information? How do they know that the Customer First Center exists and how to find it? Virgili – New customers receive an information package which we call an entry into service package that includes the name of their field service representative (FSR) and instruc- tions on how to access our technical publications and our customer portal. Additionally, they receive information on warranty, mobile repair team information, our pay-per-hour programs, advanced diagnostics, engine rentals and exchanges, repair and overhaul facilities, accessory maintenance informa- tion, parts ordering, web interactive engine trend monitoring, engine preservation, maintenance intervals, etc. Our Web site carries our contact information as well. In any event, one call to our CFirst Center can assist any operator at any time with whatever engine-related information they may require. We try to make it as easy as possible for the operator. Helicopter Maintenance – Any tips you would like to
share with our readers? Virgili – I would just like to reiterate that CFirst is at their
service every hour of every day … no exceptions. We are their frontline response team and we make sure all efforts are coordinated to return their AOG aircraft back to the skies in a timely manner.
Putting the customer first is what PW&C Customer-First Support Centers are all about.
our world rotates around yours 38
HelicopterMaintenanceMagazine.com October | November 2013
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