13 years at the company. “If an international customer is reaching out to us directly, there might be some lag time. If they’re able to go to within their country or region, they can get parts faster. “Obviously, at the end of the


day, everything starts with Robinson Helicopter,” continues Hernandez. “We are the biggest distribution center. But we do have a lot of partnerships that we’ve made, and we hope those partnerships are equating to happy customers at the end of the day.” At the heart of the network is


the understanding that all cus- tomers, whether they own one Robbie or 20, are equal. “It doesn’t matter if you’re a service center or a dealer, or if you’re a private pilot,” says Montague. “You absolutely get the same service.” While every operator is on equal footing, there are occasions when one service issue will rise above others. “We really understand the true


Robinson’s Customer Service team includes (from left) Frank Nieto, customer service lead; LuCinda Montague, supervisor of customer service; John Hernandez, customer service representative; and Pat Cox, technical service representative.


meaning of AOG [aircraft on ground],” says Kurt. “I spent many years running customer support and talking to the actual operators. I have at times literally gone down and stopped the main production line, just so that we can get a part out to our customer so that they can get back


WINTER 2019 ROTOR 27


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