With more than 3,600 Rolls-Royce powered business jets in service worldwide, the company is the leading engine supplier in business aviation. Its top priority is to provide an extraordinary level of service that exceeds their customers’ expectations.
More than half of Rolls-Royce’s Business Aviation clients have a fleet of one aircraft, which means they typically do not have a comprehensive department to perform maintenance on the engines themselves.
“One key differentiator for Rolls-Royce is that we have a separate and dedicated Business Aviation unit,” says Megha Bhatia, VP Sales & Marketing, Business Aviation. “This unit includes its own services organization - purposely set up to assist the distinct needs of our clients, which differ from those in commercial aviation.”
It goes without saying that all the moving parts within this services organization – from the Business Aviation Availability Centre, logistics and spare parts to On-Wing services - must work like a perfectly tuned machine.
Rolls-Royce’s Business Aviation Availability Centre looks after over 8,000 engines in service worldwide, and it operates 24 hours a day 7 days a week. All Engine Health Monitoring data is assessed at the Availability Centre and from here the company deploys teams of service engineers, logistics specialists, fleet and maintenance planners and operations specialists to ensure the smooth operation of the worldwide fleet. In the rare case where an issue with the engine prevents the customer from flying, these experts aim to solve a routine issue anywhere in the world in under 24 hours.
While there is no problem for predictable, routine tasks, which can be managed at any of our 75 Authorised Service Centres globally, it gets more challenging if a customer needs help in a remote location. Fortunately, Rolls-Royce created the On-Wing Services team to resolve such problems for their unique clientele. These technicians, who rank among the best in their profession, travel to the respective aircraft to perform special and complex maintenance tasks, often to rescue customers from an aircraft-on-ground situation and ensure clients make their next planned flight.
The On-Wing Services team, which forms the spearhead of the organization for quick responses and special missions, is a vital part of Rolls‑Royce’s dedicated global service network. The team is composed of 65 highly qualified technicians, which are strategically placed around the globe This ensures faster response times and minimizes AOG downtime wherever our customers are in the world.
And with Rolls-Royce’s pioneering CorporateCare Enhanced service programme these activities are already covered at no additional cost. The programme offers substantial financial and operational value to customers, such as increased asset value and liquidity, mitigating maintenance cost risk and protection against unforeseen costs and unscheduled events anywhere in the world. Increased aircraft availability, reduced management burden, full risk transfer, direct priority access to the Rolls-Royce services infrastructure and remote site assistance are further benefits for the customers.
“This outstanding service is recognized by Rolls-Royce customers all over the world. We are really proud of having been ranked number one in AIN’s Product Support Surveys for two consecutive years now. This is really important for us, as the feedback comes directly from our customers. We want to ensure we’re continually striving to better our customers’ experience and exceeding their expectations” Megha adds.
