TECHNICAL SUPPORT Note: before contacting a tech rep directly, consult with
your operations supervisor for operations procedures. If cleared to contact the tech rep:
1. Always try to fi x it yourself fi rst. You are the mechanic getting paid to maintain the aircraft. The tech rep doesn’t want to hear that the pilot just told you about a problem and you haven’t tried to do anything. He or she is not here to overcome your lack of experience or lack of ambition. Some private owners of helicopters have a tendency to think that when they bought their aircraft, a factory mechanic came free with the package. Wrong!
2. If you have been working on the problem and you just can’t beat it, by all means, give the tech rep a call. He or she wants to help you. Before you call, though, take a little time to get ready for him or her. Have all of your research material, data and publications together and open. Write down all of the trouble-shooting steps that you have already tried. Sometimes you will run across the solution to your problem on your own by organizing. Sometimes it makes more sense when you write it down. Be ready to give the tech rep all of the details including the type of aircraft, serial number, kits installed, symptoms of problem, what you have already tried and results, and how long you have been working on it. Make sure to list and identify all previous
maintenance leading up to the problem at hand. In many cases this is the leading factor for the current problems you are having.
3. It is always best if you can send the tech rep an e-mail with this data before you call so that he or she can have time to become familiar with your problem. Sometimes when you get on the phone, you can forget half of the details needed. He or she might shoot right back to you with more questions. Answer them with as much detail as you can.
4. When you send the e-mail, send good, clear digital pictures of any areas of concern if applicable but be sure to reduce the size of the fi le. A computer or phone can get clogged up by 4Mb pictures.
5. When you call the tech rep, be ready to talk to him or her for a while. Make sure you are in a quiet place so the two of you can communicate. Don’t try to call from a noisy fl ight line and don’t call 10 minutes before you have to leave for a dentist appointment.
6. If the tech rep doesn’t call you right back or respond to your e-mail immediately, leave a voicemail with your name and number and a quick description of your problem. I said a quick description! You can give the details later when he or she calls back.
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April | May 2015
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