the embraer advantage - Embraer Executive Jets

THE EMBRAER ADVANTAGE
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015
THE EMBRAER ADVANTAGE
Greetings
Greetings
Index
Customer’s View
Latest News
Team Insights
Multimedia
Customer Events
WELCOME FROM WALDIR
It has been an exciting start to the year here at Customer Support and Services. After three years of
preparation, we are fully operative to support our industry-leading Legacy 500 midsize jet as it enters service
around the world, and we recently completed a substantial step in our new global logistics network with the
opening of our Spare Parts Distribution Center in Brussels, Belgium to support customers in Europe, the Middle
East and Africa.
Last May, during the European Business Aviation Conference and Exhibition in Geneva it was also my
pleasure to unveil both an expansion plan for our LeBourget Service Center and a new African authorized
service center. But even with all of these accomplishments, I have to say the singular highlight of my first six
months here at Customer Support and Services has been the overwhelming success of our Embraer Executive
Operators Conferences (EEOCs).
These EEOCs are extremely important to all of us at Embraer Executive Jets. Not only do they provide the
perfect venue to introduce you to our Support and Services team and update you on in-depth technical,
maintenance and flight operations, our EEOCs are also an invaluable opportunity for us to talk with you face-toface and hear what you have to say about your aircraft, our support of you and how we can better serve you.
And I am happy to say that you value these events as highly as my team and I. We are just halfway through
the year, but already EEOC attendance levels look set to exceed the total for all of last year, no small feat
considering that 2014 set new attendance records.
I also want to take this opportunity to thank all of you who participated in the AIN and ProPilot Product
Surveys these past two months. These surveys are another important part of our relationship with you,
and we look forward to hearing your views on our current service and support and how we can further
enhance your satisfaction.■
It has been a pleasure working with you.
Waldir Gomes Gonçalves
Senior Vice President, Customer Support and Services Worldwide
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 1
THE EMBRAER ADVANTAGE
Greetings
Index
Index
Customer’s View
Latest News
Team Insights
Multimedia
Customer Events
INDEX
Welcome from Waldir......................................................................................................................Page 1
Customer’s View
Captain Tolosa..........................................................................................................................................Page 3
Latest News .......................................................................................................................................Page 4-5
Team Insights
Interview with André Sousa .....................................................................................................................Page 6-7
Multimedia
Testimonials..............................................................................................................................................Page 8
Customer Events
Upcoming Events.....................................................................................................................................Page 9
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 2
THE EMBRAER ADVANTAGE
Greetings
Customer’s View
Customer’s
View
Index
CUSTOMER’S VIEW |
Q. When was your first contact
with Embraer?
I started flying the T-23 Uirapuru, a Brazilian military
trainer aircraft also known as Zarapa, at the Air
Force Academy in 1982, and the following year I
flew the T-25 Universal. In 1985, I was assigned to
the C-95 Bandeirante and I flew this aircraft—in all
Brazilian Air Force versions—until 2006, although
during this time I also had the opportunity to fly the
T-25 again as well as the T-27 Tucano and Xingu.
I flew almost 4,000 hours with the C-95 and P-95
Bandeirante.
Q. What has been your experience with Embraer Executive Jets’ Phenom fleet?
Team Insights
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CAPTAIN TOLOSA
A native of Guaratinguetá in São Paulo state,
Captain José Alfredo de Tolosa Andrade has a deep
knowledge of Embraer and its aircraft from his lengthy
career in the Brazilian Air Force. This relationship
has continued into his civilian career, where he has
accumulated about 1,200 hours on the Phenom 100
and Phenom 300.
Latest News
In 2009, I had the pleasure of flying one of the
first Phenom 100s delivered in
Brazil; in fact, I was one of the first
pilots outside Embraer to be type
rated on the aircraft. I flew the
Phenom 100 for five years before
becoming a Phenom 300 captain in
December 2013. I really like flying
the Phenom 100 and once I moved
to the Phenom 300 I became a bigger fan of the Phenom aircraft. The Phenoms
are fantastic jets, with cutting edge technology and
many resources that allow a safe and extremely
comfortable flight.
Q. W
hat is the farthest place to where you
have flown your Phenom 300? Tell us
about the trip?
he farthest journey I have flown with the Phenom
T
was between São Paulo and New Haven,
Connecticut. Outbound
we started at São Paulo/
Congonhas Airport and
stopped in Manaus,
Curaçao and Miami for
a total of almost 15 flight
hours. The way back was
a little shorter, with stops in Anguilla, Curacao and
Manaus before returning to São Paulo. It was a great
trip, very smooth, with no problems at all.
Q. H
ow would you describe your experience with Embraer Executive
Jets’ Customer Support and Services?
For 30 of my 34 years in aviation, I have had the
opportunity to fly Embraer aircraft. This extensive
experience with Embraer provides me peace of
mind, because I know I am able to count on a
very competent support team during each flight,
anywhere in the world. The commitment, knowledge
and ability demonstrated by Embraer Customer
Support and Services is incredible.
Q. Do you have an interesting story to share with us?
While with the Brazilian Air Force, I flew an
operational mission with the P-95 from Florianópolis,
Santa Catarina (in southern Brazil) that lasted 7
hours and 44 minutes, almost 30 minutes more than
the cruise flight maximum, and we still had enough
fuel to fly one more hour.
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 3
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THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Latest News
Latest
News
Team Insights
Multimedia
Customer Events
LATEST NEWS
Legacy 500 Sets Four New Speed Records
Embraer Executive Jets’ revolutionary Legacy 500
continues to set new industry standards with the
establishment of four new world speed records.
The speed records include a 3,268 nm (6,052 km) route
between Düsseldorf, Germany and Dubai, United Arab
Emirates—the longest flight for a Legacy 500 since the
aircraft entered service in December 2014.
Two more speed records were also established on a
roundtrip flight between Oakland, California to Lihue,
Hawaii and a fourth speed record was set for a 3,210 nm
flight from Bangor, Maine to Friedrichshafen, Germany.
“These speed records validate the Legacy 500’s
game-changing performance. Having achieved or
exceeded each of its design goals for certification, this
revolutionary aircraft is now demonstrating all of its
operational capabilities, including oceanic missions,”
Marco Túlio Pellegrini, President & CEO, Embraer
Executive Jets said when announcing the speed records
at this year’s European Business Aviation Convention
and Exhibition in Geneva.
The Oakland-Lihue roundtrip was completed on March
7. With six passengers onboard, the 2,135 nm outbound
flight was completed in 5 hours and 49 minutes,
achieving an average ground speed of 420 mph
(676 km/h). The return flight took only 4 hours and 11
minutes, at an average ground speed of 586 mph.
“The Legacy 500 is indeed the best-in-class midsize jet,
which delivers an impressive combination of comfort,
advanced technology, speed and range; all at a low
operating cost,” Pellegrini added.
Once each record is confirmed as a U.S. record by
the National Aeronautic Association, these achievements
will be presented to the Federation Aeronautique
Internationale in Switzerland for recognition as world
records.
The Dubai flight was completed in an impressive 7 hours
and 3 minutes, and with 1,900 lb. of fuel reserves after
landing the Legacy 500 consumed an average of just
1,590 lb. of fuel an hour. The Bangor-Friedrichshafen
flight, meanwhile, was completed in 6 hours and 50
minutes with three occupants onboard.
In all four speed record flights, the Legacy 500
completed the mission with NBAA IFR fuel reserves.
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 4
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THE EMBRAER ADVANTAGE
Greetings
Index
LATEST NEWS |
Customer’s View
Latest News
Latest
News
Team Insights
Multimedia
Customer Events
(CONTINUED)
Embraer’s Mesa Service Center
As one of three Embraer Executive Jets Owned
Service Centers (EOSCs) in the U.S., our 47,700
square-foot (4,431 square-meter) facility at PhoenixMesa Gateway Airport, in Mesa, Arizona has played
a pivotal role in building the company’s regional and
global support network.
Opened in late 2008, the Mesa EOSC marked
Embraer Executive Jets’ readiness to bring our first
clean-sheet design—the Phenom 100—into service.
The Phenom 100 and 300 series aircraft remain
important to the Mesa EOSC, and two on-site Phenom
field service representatives are on staff as part of the
Service Center’s 24/7 aircraft on ground
support service.
The facility also recently performed an intricate
Phenom 100 wing replacement.
But base maintenance support for the Phenom
is only part of the mission assigned to the more
than 50 Embraer staff based at the Mesa EOSC.
Renowned for Legacy 600/650 heavy inspections,
Mesa accommodates Embraer Executive Jets’ entire
portfolio of aircraft by providing base maintenance
support for our latest clean-sheet aircraft, the
innovative Legacy 500, as well as the larger Legacy
600 and Legacy 650.
The Mesa Service Center also provides line
maintenance support for the Lineage 1000E and will
be ready for base maintenance support for the Legacy
450 once the new mid-light jet enters service in the
fourth quarter of 2015.
with close to 18,000 square-feet of space allocated
for customer service, pilot lounges and conference
rooms, Mesa has proved to be the perfect facility to
accommodate customers attending special events
near and around the Phoenix area.
The Mesa EOSC also provides off-site maintenance
support with its full-equipped Mobile Response Unit.
Mesa’s importance continues to grow, and the
facility has just added Brazilian foreign repair station
certification to the U.S., Canadian and European
approvals it already held. Authorization by Mexico’s
DGAC is pending.
The Mesa EOSC is emblematic of Embraer Executive
Jets’ effort to provide industry-leading support for
all our customers and since 2008 the Mesa Service
Center has been the recipient of the FAA’s annual
Diamond Award, the regulator’s highest recognition for
excellence in aviation maintenance training.
Like all Embraer Owned Service Centers, the Mesa
facility is more than just a maintenance operation, and
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 5
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THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Latest News
Team Insights
Team
Insights
Multimedia
Customer Events
TEAM INSIGHTS | INTERVIEW WITH ANDRÉ SOUSA
Position: Vice President, Customer Support and Services
Central and South America
Born in Embraer’s home town of São José dos Campos, Brazil, André Sousa recently returned to headquarters from
our Singapore office, with wife Juliana and son Victor. André
now manages the Central and South American region for
Customer Support and Services. An avid surfer, triathlete
and martial artist, André, who joined Embraer in 2000, was
responsible for the development and successful launch of
Embraer’s first training center in the Asia Pacific region and
Embraer Executive Jets’ Asia Pacific Customer Support and
Services operation.
Q.Your return to São José dos Campos is another chapter in a very interesting career at Embraer. Can you tell us more about your time here since joining the company in 2000?
ANDRÉ SOUSA
I started at Embraer in 2000 as a Planning and Control
Engineer for the Defense and Security business unit.
From that role I moved to the Commercial Business unit
as a Business Development Coordinator at the Customer
Support Training Department, a position that was
responsible for planning and coordinating the operation of
our full flight simulators (FFSs) around the world.
While managing the FFS operation, I developed a business plan to open the first international Training enter in the Asia Pacific region. The business plan was
C
approved and I was invited to move to Singapore to set up
and manage the new operation.
After managing the Singapore training center for four
years, I was asked to join Embraer Executive Jets to
establish a Customer Support and Services operation for
the Asia Pacific. I managed that business for five years.
Q. How was life in Singapore?
Life in Singapore is simple even though the city is one of
the busiest and most expensive in the world. Singapore is
a multicultural city, where during a simple bus ride you will
meet more than 10 different nationalities. Singapore is very
safe and has one of the world’s best education systems.
My family and I lived great moments in this city; we will
miss it a lot.
Q. Where did you receive your training and education to prepare you for this job?
I have a dual Master of Business Administration diploma
from University of California, Los Angeles and National
University of Singapore.
I also have a degree in project management from the
University of Sao Paulo and bachelor degree in civil
engineering from the University of Sao Paulo State.
(continued)
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 6
THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
TEAM INSIGHTS | INTERVIEW WITH ANDRÉ SOUSA
Latest News
Team Insights
Team
Insights
(CONTINUED)
Q. What do you find most interesting and enjoyable
about your job at Embraer Executive Jets Customer Support and Services?
I am also a triathlete and practice the martial art of
Capoeira. I believe that our soul, body and mind need
to be in balance to live well.
The most enjoyable aspect of my job is the contact with
our customers; it is fulfilling to serve. Also, the job is so
dynamic that every day there is always something new
and rewarding to address.
Q. Do you have a guiding philosophy to your work?
Q. What are the key skills you and your team employ to best serve your customers?
My team and I need to be adaptable and
resourceful. We need to be ready at a moment’s
notice to quickly and efficiently resolve an issue that
we have not previously had to address. We also
have to work closely with our back office and support
units within Embraer Executive Jets to anticipate our
customers’ needs and have solutions prepared that
not only attend to those needs but exceed
their expectations.
“Be there with excellence.” It is important to me to do
more than just meet a customer’s needs; it is important
to complete each task with excellence and to exceed a
customer’s expectations.
All of us are customers at some point
and we know how we would like to be
treated. So when my team and I serve
our Embraer Executive Jets customers,
I stress the need to provide the level of
service that each one of us would
like to receive.
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Q. What do you like to do outside of work?
I love to surf and experience different cultures, and
have traveled the world—to Peru; Costa Rica; the U.S.;
Indonesia; Australia; Thailand; New Zealand and many
other places—in search of the perfect wave.
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 7
Multimedia
Customer Events
Customers Benefits From
Streamlined EPEP
As part of Embraer Executive Jets’ global effort to
streamline our logistics support, we are unveiling
a new structure for the Embraer Parts Exchange
Program (EPEP), that reduces processing fees.
The Embraer Parts Exchange Program allows
customers to exchange damaged parts with
a serviceable one. The program provides our
customers the peace-of-mind and satisfaction of
purchasing OEM-sourced inventory without the
outlay of buying a new part.
After lengthy consultation with our customers,
Embraer Executive Jets has reevaluated the
EPEP to make it easier for our aircraft owners and
operators to process their replacement request.
We have also modified the pricing structure to
ensure the best value for all our customers.
All pricing and part availability information is
offered online through Embraer’s E-parts system,
which is an integral part of our FlyEmbraer aftermarket web portal.
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THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Latest News
Team Insights
Multimedia
Multimedia
Customer Events
MULTIMEDIA
The Experience of a Phenom Charter Operator
Gold Aviation President and CEO Leonard Goldberg shares his experience flying the Phenom 100 and
talks about introducing the Phenom 300 into his charter fleet.
ACCESS THE CUSTOMER SUPPORT
AND SERVICES GUIDE APP
http://www.embraerexecutivejets.com/en-us/about-embraer/pages/customer-testimonials.aspx
They Don’t Believe It’s an Entry-Level Jet
Please meet Bill Midon, a life-long entrepreneur, and learn about his reasons for choosing the Phenom
100 as well as his experience with the aircraft and Customer Support and Services.
http://www.embraerexecutivejets.com/en-us/about-embraer/pages/customer-testimonials.aspx
Florida Today, June 2015 Interview with Phil Krull, Managing Director, Embraer
Executive Jets
Access the CSS Guide App for:
In this most recent interview, Phil Krull, the Managing Director for Embraer Executive Jets, took Matt
Reed of Florida Today on a tour of the Embraer plant in Melbourne, FL.
http://www.embraerexecutivejets.com/en-us/about-embraer/pages/melbourne-presence.aspx#interview
Legacy 650 - Virtual Tour
The Legacy 650’s highly intuitive cabin management system takes the in-flight experience to the next
level. We’ve added all the business and entertainment tools for the ultimate flight experience. Take the
virtual tour.
https://www.youtube.com/watch?v=DwhwYoREAh4
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 8
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THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
CUSTOMER EVENTS |
Latest News
Team Insights
Multimedia
Customer Events
Customer
Events
UPCOMING EVENTS
EAA Air Venture
July 20 - 26
Oshkosh - WI - USA
Jet Expo
September 10 - 12
Moscow - Russia
LABACE
August 11 - 13
São Paulo - SP - Brazil
EEOC China
Legacy & Lineage
September 24 - 25
Beijing - China
EEOC Asia Pacific
Phenom & Legacy
September 29
Jakarta - Indonesia
To learn more about Embraer Executive Jets participation at
air shows and events, please visit EmbraerExecutiveJets.com
Publisher: Embraer Executive Jets and Swissport
have developed a partnership to operate a
seasonal line maintenance station at Nice
Côte d’Azur International Airport, Europe’s
third largest Executive Airport. The goal for
the Nice line maintenance station, which
is open from June 15 to August 31, is to
provide support for Phenom 100E, Phenom
300 and Legacy 600/650 customers
across the region. The Nice operation is an
extension of our Embraer-Owned Service
Center at Le Bourget Airport in Paris, which
is also home to a Mobile Response Unit that
supports Phenom and Legacy customers
operating in Europe and Africa.
Luciana Meroni de Souza Fujiura
Collaborators: Aliona Groh, André Sousa, Brian Koselke, Camila Maria Aquino do Prado,
Daniel Bachmann, Darren Shannon, Felipe Alfaia, Giuliane de Macedo Ramos, Jacques
Blondeau, Rafael de Carvalho Ferreira Leite and Rodrigo Prego
Art Direction: Angel Monge
Contact us: luciana.souza@embraer.com.br
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 31 — SECOND QUARTER 2015 | PAGE 9
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