American Eurocopter predicts improved product support | Aviation International News

American Eurocopter predicts improved product support

Customers will begin to see demonstrably better product support, including hard AOG (aircraft on ground) support, from American Eurocopter by the end of th

By Mark Huber • Contributor

January 28, 2010

Customers will begin to see demonstrably better product support, including hard AOG (aircraft on ground) support, from American Eurocopter by the end of the second quarter of this year, according to a senior executive for the company. Larry Roberts, vice president of sales, marketing and customer support, told AIN last month that the company’s new Customer Service Fleet Operations Center is already improving customer service and support and that any remaining “kinks” are being worked out.

The center, located on the company’s Grand Prairie, Texas campus, opened September 1. It includes a specialized “AOG Center.” Roberts said that the new structure is already paying dividends by facilitating an overall on-time parts delivery rate for AOG orders of 91 percent. “The majority of those, about 61 percent, are worked out on a four-hour basis, about 36 percent on a 24-hour basis, and the rest typically no more than 48 hours,” Roberts said.

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