Customer Support Is Personal for Embraer CEO | Aviation International News

Maintenance and Modifications

Customer Support Is Personal for Embraer CEO

The Brazilian airframer’s leadership has made a concerted effort to handle customer problems.

A comprehensive nerve center is at the heart of Embraer product support.

By Mark Huber • Contributor

October 29, 2016

If your Embraer business jet goes AOG (aircraft on ground), you might get a call from the company’s CEO. Embraer Executive Jets CEO Marco Tulio Pellegrini recently shared how the company managed to climb to its number one rating in the annual AIN Product Support Survey. “It’s no coincidence,” he said. “I spend 30 to 35 percent of my time with customers [on the phone] to address AOGs. We are serving the customer in a different way to support the brand.” Pellegrini said Embraer Executive jets fields an average of 10,000 customer interactions per year, answers the average customer inquiry within seven seconds, has an answer to the customer usually within 15 minutes and returns 95 percent of AOGs to service within four hours.

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The rest of this article continues for AIN Members with the full report, analysis and background. The rest of this article continues for AIN Members with the full report, analysis and background. The rest of this article continues for AIN Members with the full report, analysis and background. The rest of this article continues for AIN Members with the full report, analysis and background. The rest of this article continues for AIN Members with the full report, analysis and background. The rest of this article continues for AIN Members with the full report, analysis and background.

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