Bell Textron Inc., formerly Bell Helicopter Company, a subsidiary of Textron Inc., has been in business for over 90 years and currently operates out of Fort Worth, Texas. Textron Inc. employs 34,000 people, and Bell Textron Inc. operates with over 7,200 employees. The company is a massive player in the global helicopter industry, with around 12 international original equipment manufacturers (OEMs). Bell’s customer groups
include: military, business/
executive, corporate flight departments, energy, helicopter emergency medical services, personal and adventure, public safety and utility.
Schaefer started in his current role in 2022 and has worked in aftermarket and MRO supply centers for most of his career in a customer solution role. Customer service is key to Bell, he said, “The team is the common denominator in customer solutions.” Schaefer said when they conduct customer surveys, it’s common to hear about each individual customer service representative (CSC) and account manager by name,
and
how they’ve “been a powerful force for customers.” It comes down to getting customers to the right person with the right attitude, he says, “We know what we are looking for when hiring from an attitude, troubleshooting, and experience perspective. We hire people that already have fantastic reputations.”
COMMUNICATION AND NEW PODCAST
In 2026, mobile phone communication with customers is key. At Bell, they have been working to get all technical publications online, but they also want customers to text or call for maintenance while in the field. Schaefer said that many years ago when he was working on helicopter maintenance in the Arctic, they had manuals in Rubbermaid Roughneck totes weighing 75 pounds. He cited how tough that would be to lug around while doing repairs. Still, today, as with most consumer experiences,
whether
in urban or rural environments, the first point of contact is a cell phone. “It’s more reflective of how customers are working
on the aircraft, and their environment,” Schaefer said. Thus, Bell has set up online access to technical publications and manuals for quick reference. “It’s a step forward for aftermarket business,” he said.
Along the same lines, as consumer expectations for receiving content via podcasts grows, Bell has launched a podcast with Vertical Plus magazine’s “Helicasts.” Schaefer said the magic is in tuning in to hear directly from helicopter mechanics, AMTs, and customer service reps in the hangar, and how they engage with customers to problem-solve together. The podcast is broadly called Vertical MRO and includes Bell Tech Talk and Bell MRO Alerts. According to their webpage:
The Bell Tech Talk segment will deep- dive into a key maintenance topic, with our Bell experts sharing their technical insights and personal stories from their extensive industry experience.
The Bell MRO Alert segment shares timely
updates about recent
and
notable Service Directives issued for Bell helicopters so customers can gain additional context from our technical experts.
It is a way for customers to plug in their headphones and learn new things while working on aircraft in the hangar. Topics include helicopter safety, best practices, HUMS, the science of track and balance, maintenance tips, and the future of publications. The MRO Alerts provide service directives. Schaefer said, “The podcasts are a natural next step in the evolution. They are candid and conversational, and Greg Judd and Marc Dubé are both very generous with their experience and knowledge, and have a genuine interest in moving things forward. They talk about their jobs, their machines, and their experiences.”
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Sept/Oct 2026
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