Contributor - UK

David Donald

Last December, Embraer merged its service and support activities into a single business unit. Headed by president and CEO Johann Bourdais, Embraer Service &amp; Support is a unified organization that now looks after all Embraer aircraft, bringing together support operations for the commercial, defense and executive jet segments.

 


This development recognizes the growing importance of product support in the marketplace. “We don’t sell a product any more,” said Bourdais, “we sell the solution. When you sell aircraft you are also selling availability.” Although the new organization was created at the end of last year, it has become fully operational as a single entity only&nbsp;in the past few weeks.

 


With the executive jets division having come out on top of AIN’s business aviation <a href="http://www.ainonline.com/product-support-survey-aircraft-2017">product support survey</a> for three consecutive years, Bourdais is keen that the new business unit loses none of the expertise, quality and reputation that it has painstakingly built in the previously separate sectors. “The customer hasn’t felt any difference,” he reported. “The customer relations managers, the technical representatives, they remain the same.”

 


However, the customer may begin to notice improvements as the new unit aims to move to a new level of support. The organization is focused on drawing the best practices from across the fields of its commercial, defense and executive jets divisions to improve the company’s aftermarket offering without affecting or diluting its previous levels of service. “Learning from each other without losing anything,” is how Bourdais described it. “It would be foolish to do otherwise.”

 


One immediate change is that the coverage footprint has been extended, nearly tripling in the case of executive jets support by making access available to Embraer assets from other segments. However, Bourdais is quick to note that the needs of, say, a regional airline are very different from those of executive jet customers, and that service and support activities need to be tailored accordingly.

News and issues about aviation maintenance, repair and overhaul (MRO), covering all segments of the aviation industry; and modifications for aircraft and engines. Subjects include product support of aircraft, engines and avionics, MRO company mergers, acquisitions, announcements and personnel, Airworthiness Directives, Supplemental Type Certificate approvals and other topics.

Embraer Advances with Support and Services

Embraer has restructured its service and support activities into a single business unit, tasked with taking support to a new level

2024 Corporate Aviation Leadership Summit

Matt Thurber

News and issues relating to business, corporate and private aviation, primarily regarding turbine-engine-powered airplanes and helicopters. Subjects include aircraft, engines, maintenance, operations, personnel, acquisitions, accidents, safety, security, and training.

Essential news and analysis on the defense aerospace business. Your trusted source for new and ongoing programs and requirements in military aircraft (manned and unmanned), engines, avionics, weapons and associated systems, including ground-based air defense.

Panel participants included Boeing, Gulfstream Aerospace, and West Star Aviation

Summit Highlights St. Louis Aero MRO and Manufacturing

Kerry Lynch

News and developments about everything that goes into the cabin of an aircraft, from floor coverings to headliners, with a special emphasis on in-flight entertainment, communications and other electronics for passengers. If it is in the cabin of an aircraft, it’s covered here.

What began 22 years ago as a Caravan project is now a busy multimillion-dollar business

Building Interiors at Yingling Aviation

MRO services for E1000 turboprops available at company’s Denver location

Stevens Aerospace Joins Epic Aircraft Service Network

Executives share their experience with system

Duncan Adds Gogo 5G to Company Citation Excel

Charles Alcock

News about bills, laws, regulations and other governmental decisions affecting aviation and aerospace. Topics include FAA re-authorizations, taxes on fuel and aviation activities, environmental legislation, ICAO decisions, governmental mediation of labor conflicts and World Trade Organization disputes and decisions.

More In Maintenance and Modifications

Summit Highlights St. Louis Aero MRO and Manufacturing

Panel participants included Boeing, Gulfstream Aerospace, and West Star Aviation

Building Interiors at Yingling Aviation

What began 22 years ago as a Caravan project is now a busy multimillion-dollar business

Stevens Aerospace Joins Epic Aircraft Service Network

MRO services for E1000 turboprops available at company’s Denver location

Duncan Adds Gogo 5G to Company Citation Excel

Executives share their experience with system

Australian Regulator Approves Textron Service Centers

Textron operates service centers in Melbourne, Perth, and Gold Coast

C&L Aerospace Tapped for Challenger Flutter Damper Mx

The company was selected by OEM Héroux-Devtek

Avcon Delivers Aerial Weapon in Florida Mosquito Fight

The Kansas-based company specializes in modifying airframes

Duncan Aviation Authorized for Honeywell APU Repairs

MRO’s Lincoln facility expects to bring work online in early 2027

AIN Products

SUBSCRIPTIONS

RESOURCES

ABOUT AIN