StandardAero has announced changes to customer service across its engine maintenance, repair and overhaul (MRO) enterprise.
Four new mobile service teams are being added to its support network for the business aviation sector, where it specializes in Honeywell jet engines and auxiliary power units, as well as airframe maintenance on a broad range of aircraft.
Customer service changes also includes behind-the-scenes improvements. For example, six customer service representatives have been added to a staff of about 30 at four sites to improve communication with clients.
"Adding head count isn't always the right solution," says Scott Taylor, StandardAero's senior vice president for business aviation. "In this case, it is the right solution."
The service revamp comes after StandardAero launched a customer advisory board, which recommended a range of changes.
"They said, 'Your communication could be improved,'" Taylor said.
Financial problems for Dubai Aerospace Enterprise, the parent company of StandardAero, have not slowed StandardAero's improvements.
StandardAero president and chief executive officer Rob Mionis notes that his company has a separate credit rating from DAE, and that the Dubai economy is showing signs of rebounding from its recent fiscal crisis.
During the Dubai slump, DAE continued to invest $30 million in capital expenditures per year in StandardAero, Taylor says, who adds: "That's more than previous ownership invested."
Source: Flight Daily News
