the embraer advantage - Embraer Executive Jets

THE EMBRAER ADVANTAGE
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 THIRD QUARTER 2014
Thank you for ranking Embraer Executive Jets #1 in AIN 2014 Product Support Survey!
THE EMBRAER ADVANTAGE
Greetings
Greetings
Index
Customer’s View
Legacy 500
Brazil
Inside the Customer Support Team
GREETINGS FROM MALLACO
Greetings,
We are proud to announce that our Customer Support Contact Center is celebrating its 5th
anniversary in August 2014! In the next pages we share with you our journey during these
years to proudly achieve this milestone with our customers and Embraer Executive Jets teams.
The certification of the Legacy 500 is imminent and we have been making extensive
preparations in our organization, and across the globe. We look forward to supporting
our Legacy 500 customers as the aircraft enters service.
In this edition, we bring some highlights about our network and services expansion in Brazil,
as well as the testimonial of Mr. Gilberto Volpe and Captain Oswalte Alves, who have flown the
Phenom 100 since 2011 and offer us some insight into their experience with Embraer.
Finally, we thank you for your contributions to the 2014 Product Support Surveys from AIN
(Aviation International News) and ProPilot Magazines. Because of your participation, Embraer
was ranked #1 by AIN and #3 by ProPilot. This shows us that we are on the right path to make
your customer experience the best in the industry. Thank you for your recognition!
On behalf of our global customer support and services team, thank you for the privilege of
supporting you on your journeys!
Edson Carlos Mallaco
Vice President
Customer Support and Services
Embraer Executive Jets
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 1
Customer Events
THE EMBRAER ADVANTAGE
Greetings
Index
Index
Customer’s View
Legacy 500
Brazil
Inside the Customer Support Team
Customer Events
INDEX
Greetings From Mallaco Page 1
Customer’s View
Gilberto Della Volpe and Captain Oswalte de Castro Alves Page 3
Legacy 500
Preparations for entry into service Page 5
Brazil
2014 FIFA World Cup - Dedicated Support Page 6
Network and Service Expansion Page 6
Five years of Contact Center Page 7
Embraer FBO Page 8
Inside the Customer Support Team
Emerson Leite Page 9
Customer Events
Upcoming Events Page 11
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 2
THE EMBRAER ADVANTAGE
Greetings
Index
Customer´s View
Customer’s
View
Legacy 500
Brazil
Inside the Customer Support Team
CUSTOMER’S VIEW |
Customer Events
GILBERTO DELLA VOLPE AND CAPTAIN OSWALTE DE CASTRO ALVES
Brazilian businessman Gilberto Della Volpe and Captain Oswalte de Castro Alves
talk about the Phenom 100.
Q: How do you rate the Phenom 100?
Gilberto: We have only praise for the Phenom 100; the aircraft perfectly suits our needs.
It can land on short runways, it is comfortable, practical, and has a low operating cost.
The scheduled maintenance – which is basically once a year – has been performed at the
Embraer maintenance centers in São José dos Campos and Sorocaba on the dates specified
in the schedules, and for prices initially planned. In other words, we received excellent service
without any problems.
Q: How did you learn about the Phenom 100?
Gilberto: I have known Embraer almost my entire life; the company is iconic in Brazil. As a
young boy with a passion for aviation, I was fortunate to be able to visit Embraer’s São José dos
Campos headquarters and I have followed the development of the Company ever since.
I first came into contact with the Phenom 100 during LABACE 2005, when Embraer introduced the
Phenom family of jets.
Mr. Gilberto Volpe and Captain Oswalte Alves
(continued)
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 3
THE EMBRAER ADVANTAGE
Greetings
Index
Customer´s View
Customer’s
View
CUSTOMER’S VIEW |
Legacy 500
Brazil
Inside the Customer Support Team
GILBERTO DELLA VOLPE AND CAPTAIN OSWALTE DE CASTRO ALVES
Customer Events
(CONTINUED)
Q: Can you share your experience flying the
Phenom 100?
Gilberto: Our aircraft has been used since its delivery
on August 22, 2011, with a flight average of 20 hours
per month, of which I am on board 90% of the time.
As a pilot, I’m aware of what happens during all
phases of the flight, and flying in the Phenom 100 is
a very pleasant experience. I arrive at the destination
feeling rested and ready to fulfill the company´s
missions and with an unequaled economy of time
and no physical fatigue.
THANKS TO OUR CUSTOMERS,
OUR SUPPORT IS FLYING HIGHER!!
Embraer Executive Jets Customer Support and
Services has been named as one of the top
performers in our industry’s product support.
Mr. Gilberto Volpe’s Phenom 100
Oswalte: I have flown other aircraft in the same category as the Embraer Phenom 100, and I can affirm
that it is the best aircraft in its category. There are many positive aspects to the aircraft: the Phenom 100
is a pleasure to fly; it is efficient; it is technologically advanced; and it has extremely low operating costs.
Q: Could you describe a call to our Customer Support?
Thank you for ranking Embraer Executive Jets
as #1 at AIN and #3 at ProPilot!
We are grateful for your recognition, which tells
us that we are on the right track in serving you
by delivering service and support whenever and
wherever you need us!
This achievement also inspires us to continue to
invest in our support and services solutions, and
deliver the highest level of customer experience.
Oswalte: About four months into operation, we had an AOG at our base in Jundiaí. The problem was
quickly detected via CMC messaging with the Contact Center and the next day, the Embraer Service
Center mechanics made the replacement. I am confident Embraer will maintain this highest level of
customer support, which is certainly the product´s major difference.
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 4
THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Legacy 500
500
Legacy
LEGACY 500 |
Brazil
Inside the Customer Support Team
PREPARATIONS FOR ENTRY INTO SERVICE
Embraer Executive Jets is happy to announce that the newest member of its family, the
Legacy 500, is close to receiving the type certification by the Brazilian Civil Aviation Agency
(Agência Nacional de Aviação Civil - ANAC). Similar approvals from the Federal Aviation
Administration and the European Aviation Safety Agency are expected soon.
The clean-sheet Legacy 500 is the first midsize business jet with digital flight controls,
based on the Fly-By-Wire technology, and has a best-in-class six-foot flat-floor cabin, which
is comparable to those of some aircraft in the super midsize category. The Honeywell
HTF7500E-powered Legacy 500, which has eight clubs seats that may be berthed into four
beds, is capable of flying at 45,000 feet.
The Company has established a worldwide product support with a network of owned and
authorized service centers, the deployment of an updated Aircraft Health Analysis and
Diagnostics (AHEAD) solution to validate onboard aircraft systems integration and ensure the
agility and quality of customer support once the aircraft enters service.
Field Service Representatives, meanwhile, joined the flight test campaign at Embraer’s
Gavião Peixoto facility to help the flight test mechanics with troubleshooting, services, and
parts removal and installation.
Legacy 500 Ready to Enter Service
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 5
Customer Events
THE EMBRAER ADVANTAGE
Greetings
Index
BRAZIL |
Customer’s View
Legacy 500
Brazil
Brazil
Inside the Customer Support Team
2014 FIFA WORLD CUP | NETWORK AND SERVICE EXPANSION
The new Embraer Executive Jets Service Center at
Bertram Luiz Leupolz Airport in Sorocaba was a hub
of activity between June 12 and July 13 as part of
an integrated and comprehensive support plan for
customers attending the 2014 FIFA World Cup
in Brazil.
A dedicated Embraer Customer Support and
Services team was on call 24 hours a day during
the World Cup, the world’s largest sporting event,
and Field Service Representatives and mechanics
were on location at the main host cities to meet our
customers’ aircraft upon arrival and coordinate any
customer needs.
The 2014 World Cup was an opportunity to meet
many customers and reinforce our presence and
commitment to provide them with the highest level
of support.
That level of commitment does not end with the
World Cup. Embraer Executive Jets will expand
its customer support and service network into the
Brazilian Northeast with the opening of an Authorized
Service Center for Phenom 100 and Phenom
300 jets at Coroa do Avião airfield, in Igarassu,
metropolitan Recife.
The Authorized Service Center will be operated
by AeroMecânica, which has managed a Phenom
Authorized Service Center in Southern Brazil
since 2011.
“Expanding the service offerings is part of a
strategic move to handle the current and future
fleet of Embraer business jets in Brazil,” said Edson
Carlos Mallaco, Vice President Customer Support
and Services, Embraer Executive Jets. “Having
a dedicated team to provide better support is a
commitment we have with our customers in the
Northeast region.”
Embraer’s Owned
Service Center in São
José dos Campos has
also been certified as an authorized service center
to maintain the Rolls-Royce AE3007 engines on the
Legacy 600/650 and ERJ-145 aircraft in Brazil.
With this certification, Embraer will be able to
maintain the aircraft under the Corporate Care®
Program (Rolls-Royce) and the Rolls-Royce
warranty.
Customer Support Team - FIFA World Cup 2014
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 6
Customer Events
THE EMBRAER ADVANTAGE
Greetings
Index
BRAZIL |
Customer’s View
Legacy 500
Brazil
Brazil
Inside the Customer Support Team
CONTACT CENTER COMPLETES FIVE YEARS AND EXPANDS
Customer Support is core to Embraer Executive Jets’ mission as a business
aircraft manufacturer, and since our launch we have continued to adapt our
services to the changing demands of our customer base
The Contact Center facility expansion takes place five years after the center
began its operations in 2009. During this time, the fleet of Embraer executive
jets has quintupled in size. There are currently more than 780 Embraer
Executive Jets aircraft in operation in over 50 countries, and they are
supported by the Contact Center 24 hours a day, 365 days a year.
The Contact Center is pivotal to Embraer Executive Jets’ support network,
and provides our customers round-the-clock access to support and technical staff.
In addition to coordinating all the important logistics – such as technical support,
scheduling of service centers, identification of parts needed, and follow-ups – the
Contact Center provides direct access to other parts of Embraer, including our owned
service centers, Field Service Representatives, Engineering for Product Support and
Product Development Engineering.
Access to our Contact Center is simple. Regardless of the issue or the location of our
customer, a single point of contact is available 24/7/365 via phone, email, or application
to coordinate everything that is necessary to ensure an aircraft back returns to service
as quickly as possible. Customers can also e-mail the Contact Center directly to
address any concerns or questions that they may have about our products or services.
Customer Support Contact Center
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 7
Customer Events
THE EMBRAER ADVANTAGE
Greetings
Index
BRAZIL |
Customer’s View
Legacy 500
Brazil
Brazil
Customer Events
EMBRAER FBO
Embraer´s FBO in Brazil delivers world-class accommodations, premium services and
high professional staff offering outstanding ground support to executive customers from
all manufactures.
• VIP lounges
• Private and meeting rooms
EMBRAER EXECUTIVE JETS SIGNS CONTRACT WITH WIRA JASA
ANGKASA FOR LEGACY 600 AND LEGACY 650 SUPPORT IN INDONESIA
Embraer Executive Jets has signed a contract with P.T. Wira Jasa Angkasa,
subsidiary of Premiair, formally appointing the company as a limited authorized
service center to provide maintenance support for customers of the Legacy 600
and Legacy 650 in Indonesia.
Our FBO includes handling, hangarage,
concierge, servicing, and a range of
amenities such as private access, security
24/7, refreshments, internet and others.
• Crew area Inside the Customer Support Team
The new FBO in Sorocaba, Brazil
• Universal Aviation services
In its capacity as limited authorized
service center, P.T. Wira Jasa
Angkasa can offer Indonesia-based
customers of the Legacy 600 and
Legacy 650 the option of having their
support and maintenance work done
in Jakarta.
Company’s headquarters to provide
assistance to Embraer Executive Jet
customers anywhere in the world,
anytime of the day.
For more information please contact us:
Commercial Contact
Phone: +55 15 2101 5013
Email: sorocaba.fbo@embraer.com.br
Mr. Edson Mallaco and Captain Tony D. Hadi, Director, P.T.
Wira Jasa Angkasa
Universal Contact
Phone: +55 12 2101-5018
Email: sdcoops@univ-wea.com Access: embraerexecutivejets.com/fbo
Sorocaba FBO Lounge
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 8
THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Legacy 500
Brazil
Insidethe
theCustomer
Customer Support
Inside
SupportTeam
Team
Customer Events
INSIDE THE CUSTOMER SUPPORT TEAM | INTERVIEW WITH EMERSON LEITE
Position: Manager, Customer Support Contact Center,
Embraer Executive Jets
completed my MBA at the Getúlio Vargas Foundation
soon after joining Embraer.
Emerson was born in a little town up in the mountains
about 1.5 hours from São José dos Campos-SP and
was raised in Guaratinguetá-SP, which is known for its
technical and engineering legacy in the region.
Q: What other roles did you have before?
Q: How many years have you worked at Embraer?
I have been at Embraer for 14 years, and have
spent seven years working for the Customer Support
Organization.
Q: What are your key responsibilities?
In my three years as Manager of the Customer Support
Contact Center, I have focused on ensuring our
Customers have 24/7 access to the full resources of
Embraer’s support network and technical staff to reach
a prompt resolution to their issues.
Q: Where did you receive your education and
training to prepare you for this job?
Emerson Leite
I studied computer languages and electronics in my
youth, and I went to São Paulo State University to
obtain my Mechanical Engineering degree. I also
Prior to joining the Executive Jets division, I worked for
the Commercial operation as an Embraer Customer
Account Manager, or ECAM. During my four years
in that role I was liaison for American Eagle Airlines,
which is based in the U.S. It was a great opportunity
to understand and experience the meaning of “to be in
the customer’s shoes.”
Q: Tell us about the Contact Center’s 5th
anniversary this year?
We are celebrating the implementation of a concept
that we have been developing, which is to elevate
the customer’s experience through a single point
of contact. We continuously invest in our people,
service centers, warehouses, and systems to support
our current and future fleet. Our brand new facility
will allow us to join more team members and bring
departments closer together, while customers will
further benefit from greater integration.
(continued)
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 9
THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
Legacy 500
Brazil
Insidethe
theCustomer
Customer Support
Inside
SupportTeam
Team
INSIDE THE CUSTOMER SUPPORT TEAM | INTERVIEW WITH EMERSON LEITE
Q: What is most interesting and enjoyable about your job?
Each day is so different from the others, so that keeps the job very interesting.
And the most enjoyable part is when a customer tells me that they have received a
great level of service.
Q: How does the Contact Center address the needs of a customer with an
Aircraft On Ground (AOG) situation?
An AOG can occur with any airplane, but the difference at Embraer is how the
Customer Support Contact Center deals with the situation. We do not handle an
AOG simply as a technical issue; we deal with it from the customer standpoint. We
are committed to providing peace of mind for each and every customer.
Q: What are the key skills for the Contact Center team?
Our Customer Support team members must address every technical issue at hand
to ensure we fully resolve the customer’s situation. That allows us to optimize the
response time and provide real value to the customer. It is also paramount for the
Contact Center to provide 24/7 service to our customers.
Q: Tell us a little about yourself outside of your role at Embraer.
Customer Events
(CONTINUED)
Q: Do you have an anecdote you consider is indicative of the type of service
and customer focus provided by the Contact Center?
One of our customers is a health insurance company that provides air ambulance
service. About a year ago, the captain faced an issue that could have delayed
or even aborted his mission to get a patient to a hospital 1,000 miles away
for emergency surgery. In about 15 minutes, after putting our Engineers and
Specialist together with the captain on a conference call, we were able to release
the aircraft for this mission. About four hours later, the captain called back to
inform us that the flight performed perfectly, and that the patient’s surgery was
successful.
Q: What are the benefits of working at the Contact Center?
It is a pleasure to work with a dedicated and outstanding team of professionals to
promptly resolve real-life issues for our customers. That dedication and teamwork
is what has made the Contact Center such a success since it opened in 2009.
This success is also aided by Embraer’s strong values, which provide the perfect
environment and mindset to work hard in overcoming any issue for our customers.
I am an avid motorcyclist, and my dream is to complete the historic Route 66
in the U.S. I have already completed four of the eight states, but now that I have two
children I’m wondering if I may need a motorhome for the second part of the trip.
A CUSTOMER SUPPORT AND SERVICES PUBLICATION | ISSUE 28 — THIRD QUARTER 2014 | PAGE 10
THE EMBRAER ADVANTAGE
Greetings
Index
Customer’s View
CUSTOMER EVENTS |
Legacy 500
Inside the Customer Support Team
Customer Events
Customer
Events
UPCOMING EVENTS
EEOC USA - Embraer
Executive Operators
Conference
Phenom
September 4-5
Idaho, USA
EEOC Asia Pacific - Embraer
Executive Operators
Conference
Legacy
September 30
Jakarta, Indonesia
Jet Expo
September 4-6
Moscow, Russia
EEOC Asia Pacific - Embraer
Executive Operators
Conference
Phenom
October 2
Singapore, Asia
EEOC China - Embraer
Executive Operators
Conference
Legacy and Lineage
September 25-26
Macau, China
Brazil
EEOC - Embraer Executive
Operators Conference
Phenom
October 16
Fortaleza, Brazil
NBAA
October 21-23
Orlando, Florida
EEOC - Embraer Executive
Operators Conference
Legacy and Lineage
November 06
Dubai, UAE
Zhuhai AirShow
November 11-16
Zhuhai, China
Access the CSS Guide App for:
EEOC - Embraer Executive
Operators Conference
Phenom
November 18-19
Panama City, Panama
To learn more about Embraer Executive Jets participation at
air shows and events, please visit EmbraerExecutiveJets.com
Publisher: ACCESS THE CUSTOMER SUPPORT
AND SERVICES (CSS) GUIDE APP
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Elaine Moreira da Silva
Collaborators: Alexander Paiva, Aliona Groh, Daniel Bachmann, Diana Alvarez, Emerson Leite,
Nilma Boissac, Paulo Roberto Lopes, Rodolfo Garcia, Darren Shannon and Sérgio Cunha
Art Direction: Dan Meneely
Contact us: elaine.silva@embraer.com.br
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