Story ID: 025a
Above & Beyond 2023
By: AIN Staff
Caption: During AIN’s annual product support survey for aircraft, avionics, and engines, customers highlighted individuals who go above and beyond their call of duty. 
Word Count: 3570
Randy Adams (Textron Aviation)
“Randy consistently finds solutions to the problemsthat pop up and understands our specific business needs.”
Pedro Aguiar (Embraer)
“Has been of great assistance working through various issues.”
Greg Allen (Epps Aviation)
“Easy to contact and has the most knowledge of anyone I have ever heard of with Pilatus PC-12.”
Joe Amine (Satcom Direct)
“He goes above and beyond to always keep in touch with his clients and ensures they are fully satisfied.”
John Arnett/Bill Schmidt (Flightstar)
“They go above and beyond what is expected every day.”
Diana Barsanti (Dassault)
“She always goes above and beyond to finding a solution to a customer’s issue regardless what the issue may be (she has a strong avionics background).”
Rusty Bauman (East Texas Turbine)
“Extra efforts to save customer money.”
Jim Beebe (Gulfstream)
“Great attitude, ever-present, gets it done.”
Rick Best (Textron Aviation)
“Best field service rep I’ve ever worked with. We absolutely love him…Rick will call back quickly and if he does not have an answer will find someone who can help.”
Murray Bolton (Swift Air Spares)
“He goes out of his way to supply 24-hour support.”
Danielle Booth (Avex)
“Danielle has been very responsive and trying to correct all the deficiencies.”
Wes Breitenbach (GE Aerospace)
“Always helps his operators. Returns calls promptlyand is very knowledgeable. Outstanding person.”
Gary Brown (Stevens Aerospace)
“Always helping with maintenance needs quickly and efficiently.”
Don Burris (Muncie Aviation)
“Always available 24/7.”
Victor Camacho (Pratt & Whitney Canada)
“For the attention andsupport provided to operators.”
Mark Cobb (Fayetteville Aviation)
“Extremely knowledgeable and honest…Very knowledgeable of the airframe and mx.”
Ronnie Cook (Bombardier)
“Best FSR in the business.”
Carlos Da Silva (Dassault)
“Carlos always goes beyond the common line to meet customer needs and solve all their problems.”
Randy Davis (Textron Aviation)
“Randy provides excellent technical support.”
Frances De Gruchy (Pratt & Whitney Canada)
“Doesn’t matter when you call him, he picks up the phone. Furthermore he always follows up with you. Great resource. Great support.”
Jeff Dowling (OK3 Air)
“Jeff has incredible knowledge and provides great support for our PC-12s.”
Erin Duebendorfer (Daher)
“Superb customer support.”
Mike Eddy (Stein’s Aircraft Services)
“Above and beyond service and support.”
Lucas Eduardo (Embraer)
“Lucas’s knowledge about the Embraer platform is astounding. When I call, he knows the answer. Embraer needs more people like Lucas.”
Preston Estes (Skytech)
“He has extensive knowledge and provides alternative solutions.”
Denis Ricardo Esteves (Embraer)
“Denis Esteves and his whole team deserve a round of applauses for their continuous support and for dealing so well with all issues on the South America fleet. Kudos to them, they rock!”
Dino Fantinato (Daher)
“Always available with help. Very knowledgeable.”
Steve Fernesak (Honeywell)
“Helpful and knowledgeable.”
Justin Finefield (Finefield Aviation)
“Above board, knowledgeable.”
Steve Fox  (Port City Air/NH Helicopters)
“Top-notch service and support for our EC120B helicopter. He does a great job in challenging times.”
Samson Franklin (Honeywell)
“Samson is an invaluable asset to both his company and the customer. He is always available, always interested, always dedicated. He is knowledgeable and pragmatic. He works tirelessly to make things happen.”
Arno Forehand (Gulfstream)
“He is in charge of the part distribution at Gulfstream and makes things happen to get parts moving!”
Tim Giles (Leonardo)
“Tim is always reachable and has great knowledge of Leonardo Helicopters systems.”
David Gonzalez (Honeywell)
“Excellent response and availability.”
Qais Hamdan (Rolls-Royce)
“Very supportive, responsive, and excellent customer service.”
Lloyd Hardwick (Dassault)
“Always extremely helpful to a customer needing help, excellent technical knowledge.”
Steve Hansen (Textron Aviation)
“He pulled out the stops to actually build a wheel assembly for me when the parts timing was greater than 30 days, by rounding up parts of the wheel at various service centers. That is going above and beyond.”
Joe Higgins (Honeywell)
“Joe provides us with an unrivaled level of attention and dedication to solving any Pilatus avionics issues. We would be much worse off without his efforts.”
Eric Holliday (Gulfstream)
“Extremely knowledgeable on all  models.”
Stephen Hubble (Engine Assurance Program)
“Always responsive and willing to share knowledge to help the owner/operator be a better customer.”
Anthony Hulsebus (Dassault)
“Tony is one of the best OEM tech reps I have had in 30-plus years in aviation. He goes above and beyond to solve problems with the aircraft and follows up after an issue.”
Ray Hughes (Dassault)
“Has gone above and beyond on multiple occasions to offer product support and guidance in difficult matters.”
Sean Impey (Intercontinental Jet Service)
“Sean is the key to making the new and older avionics systems work together. In an older airplane with older autopilots this is vital to keep the birds in the air. Sean knows the systems, knows how to diagnose them, and goes out of his way to make them work reliably.”
Mark and Neil James (Intercontinental Jet Service Center)
“Great knowledge, great communication, great facilities. They have the knowledge, the staff, and the parts. Super recommend!”
Nicole Jeffords (CAVU Aircraft Maintenance and Avionics)
“Has gone above and beyond to be an additional MU-2 maintenance facility to help maintenance of fleet.”
Ivan Juchimiuki (Dassault)
“Exemplary tech rep.”
Ashok Kapadia (Embraer)
“He has the interest of owners and operators as his priority.”
Vignesh Kasiviswanathan (Embraer) 
“Positive attitude, prompt, result-oriented responses.”
Kerry Kinek (Leonardo)
“Kerry goes above and beyond 100 percent of the time and has been key to our improvement in aircraft availability by providing tools, resources, and knowledge and is a fantastic costumer service rep.”
Jeff Leisey (Dassault)
“Terrific, knowledgeable individual.”
Fabio Libro (Augsburg Air Service)
“High knowledge, high motivation, and motivates his team. Best EMB100 service for us.”
Jeff Lord (Textron Aviation)
“Always helpful. Knows the 750s inside and out, and just a good guy to work with!”
Chris Martinez (Textron Aviation)
“Goes above and beyond to ensure customer satisfaction.”
Javier Matos (Leonardo)
“Good and special attention to their customers, Quick response…immaculate service. He always has the best disposition to serve at any time and during any situation. What I value the most is that I always have a rapid solution to any problem presented.”
Luis Meneses (Textron Aviation)
“As field service in Colombia, he does an excellent job with good communications and response time.”
Rich Milijkovic (Gulfstream)
“He has been a very proactive when I have a problem and always keeps me informed.”
Eric Miller (KCAC Aviation)
“Eric is always engaged and knows the answer or knows where to get the answers we need. We really appreciate how he makes our operation of these aircraft easier.”
Don Milliken (Bombardier)
“Extremely knowledgeable, a great resource, and always available to assist.”
Paul Mouring (Excel Aviation)
“He is always available. Always takes your call. Always supports and finds a solution.”
Dave Munday (Bournemouth Aviation Services)
“Competence, availability, involvement.”
Maurice Nesbitt (Corporate Aircraft Restorations)
“His shop gets the service done always on time and correct.”
Andrew Newland-Deanus (Trade-Air)
“He is reachable 24/7 for parts and understands the nature of our operation needs.”
Tim Noble (Dassault)
“One of the most knowledgeable tech reps I have ever had the privilege to deal with.”
Kenji Okabe (Sikorsky)
“We always appreciate his support as FSR/Japan.”
Jason Poling (Spartan Engine Services)
“Jason and his team have gone above and beyond to ensure we are supported to meet all our schedule needs anytime we have had issues with our engines. He and his team are willing to go the extra mile to help us out!”
Gordon Price (Textron Aviation)
“Gordon has been tremendously helpful to our mx shop in navigating the Citation service programs.”
Rick Rado (Indy Jet Services)
“He and his partners have put together an excellent maintenance team.”
Frank Ralph (Leonardo)
“Frank has been key to providing customer support to my customers…Very attentive and responsive to customer’s needs.”
Brian RuEchel (Jet Air Group)
“He is always there when needed for maintenance…Extensive knowledge and superior availability/responsiveness…Helped tremendously in an AOG situation.”
Joe Rivera (Gulfstream)
“Always goes above and beyond to assist in making sure my Gulfstream is properly taken care of and operational.”
Joe Robbins (Rice Lake Air Center)
“Superior knowledge of Daher TBM.”
Tom Sapp (Carolina Turbine Support)
“Tom has dedicated his career to the MU-2 and is always available to help.”
Joshua Satlow (Gulfstream)
“We just purchased a new G650ER, and he did a great job as a delivery coordinator.”
Jay SigmanN (Dassault)
“Forty-plus years of incredible knowledge, dedication, and customer service. And a great guy.”
Chris Short (Yingling Aviation)
“Provides great customer experience.”
Morgan Smiley Starkey (Gulfstream)
“Exceptional attitude and helpfulness.”
Mark Solomon (Gulfstream)
“Mark goes above and beyond for his customers.”
Jack Spero (Gogo Business Aviation)
“Jack Spero is a true aviation professional. His patience, attention to detail, and tremendous communication skills need to be recognized. If all field support engineers were like Jack, doing business and fixing the big problems would be a breeze!”
Eric Smith and spares team (Dassault)
“They have worked tirelessly. I truly appreciate their devotion and dedication.”
Chris Taft (Rolls-Royce)
“He’s the most dedicated, proactive, and supportive customer representative. Always ready to deliver the best solution to keep the aircraft flying.”
Greg Thompson (Dassault)
“Always ready to assist the customer with a positive response and solid technical knowledge.”
Terry Ward (Leonardo)
“I think of Terry as part of our mx team. When we have a question or concern, he’s quick to assist. He’s easy to contact and is extremely helpful.”
Mark Webster (Rolls-Royce)
“Very knowledgeable and comes with a solution to issues and understands corporate customer… Consistent, dedicated customer service and technical support… Always gives 110 percent…”
Bob Young (Dassault)
“Very knowledgeable, always follows up with requested information.” z
Randy Adams (Textron Aviation)
“Randy consistently finds solutions to the problemsthat pop up and understands our specific business needs.”
Pedro Aguiar (Embraer)
“Has been of great assistance working through various issues.”
Greg Allen (Epps Aviation)
“Easy to contact and has the most knowledge of anyone I have ever heard of with Pilatus PC-12.”
Joe Amine (Satcom Direct)
“He goes above and beyond to always keep in touch with his clients and ensures they are fully satisfied.”
John Arnett/Bill Schmidt (Flightstar)
“They go above and beyond what is expected every day.”
Diana Barsanti (Dassault)
“She always goes above and beyond to finding a solution to a customer’s issue regardless what the issue may be (she has a strong avionics background).”
Rusty Bauman (East Texas Turbine)
“Extra efforts to save customer money.”
Jim Beebe (Gulfstream)
“Great attitude, ever-present, gets it done.”
Rick Best (Textron Aviation)
“Best field service rep I’ve ever worked with. We absolutely love him…Rick will call back quickly and if he does not have an answer will find someone who can help.”
Murray Bolton (Swift Air Spares)
“He goes out of his way to supply 24-hour support.”
Danielle Booth (Avex)
“Danielle has been very responsive and trying to correct all the deficiencies.”
Wes Breitenbach (GE Aerospace)
“Always helps his operators. Returns calls promptlyand is very knowledgeable. Outstanding person.”
Gary Brown (Stevens Aerospace)
“Always helping with maintenance needs quickly and efficiently.”
Don Burris (Muncie Aviation)
“Always available 24/7.”
Victor Camacho (Pratt & Whitney Canada)
“For the attention andsupport provided to operators.”
Mark Cobb (Fayetteville Aviation)
“Extremely knowledgeable and honest…Very knowledgeable of the airframe and mx.”
Ronnie Cook (Bombardier)
“Best FSR in the business.”
Carlos Da Silva (Dassault)
“Carlos always goes beyond the common line to meet customer needs and solve all their problems.”
Randy Davis (Textron Aviation)
“Randy provides excellent technical support.”
Frances De Gruchy (Pratt & Whitney Canada)
“Doesn’t matter when you call him, he picks up the phone. Furthermore he always follows up with you. Great resource. Great support.”
Jeff Dowling (OK3 Air)
“Jeff has incredible knowledge and provides great support for our PC-12s.”
Erin Duebendorfer (Daher)
“Superb customer support.”
Mike Eddy (Stein’s Aircraft Services)
“Above and beyond service and support.”
Lucas Eduardo (Embraer)
“Lucas’s knowledge about the Embraer platform is astounding. When I call, he knows the answer. Embraer needs more people like Lucas.”
Preston Estes (Skytech)
“He has extensive knowledge and provides alternative solutions.”
Denis Ricardo Esteves (Embraer)
“Denis Esteves and his whole team deserve a round of applauses for their continuous support and for dealing so well with all issues on the South America fleet. Kudos to them, they rock!”
Dino Fantinato (Daher)
“Always available with help. Very knowledgeable.”
Steve Fernesak (Honeywell)
“Helpful and knowledgeable.”
Justin Finefield (Finefield Aviation)
“Above board, knowledgeable.”
Steve Fox  (Port City Air/NH Helicopters)
“Top-notch service and support for our EC120B helicopter. He does a great job in challenging times.”
Samson Franklin (Honeywell)
“Samson is an invaluable asset to both his company and the customer. He is always available, always interested, always dedicated. He is knowledgeable and pragmatic. He works tirelessly to make things happen.”
Arno Forehand (Gulfstream)
“He is in charge of the part distribution at Gulfstream and makes things happen to get parts moving!”
Tim Giles (Leonardo)
“Tim is always reachable and has great knowledge of Leonardo Helicopters systems.”
David Gonzalez (Honeywell)
“Excellent response and availability.”
Qais Hamdan (Rolls-Royce)
“Very supportive, responsive, and excellent customer service.”
Lloyd Hardwick (Dassault)
“Always extremely helpful to a customer needing help, excellent technical knowledge.”
Steve Hansen (Textron Aviation)
“He pulled out the stops to actually build a wheel assembly for me when the parts timing was greater than 30 days, by rounding up parts of the wheel at various service centers. That is going above and beyond.”
Joe Higgins (Honeywell)
“Joe provides us with an unrivaled level of attention and dedication to solving any Pilatus avionics issues. We would be much worse off without his efforts.”
Eric Holliday (Gulfstream)
“Extremely knowledgeable on all  models.”
Stephen Hubble (Engine Assurance Program)
“Always responsive and willing to share knowledge to help the owner/operator be a better customer.”
Anthony Hulsebus (Dassault)
“Tony is one of the best OEM tech reps I have had in 30-plus years in aviation. He goes above and beyond to solve problems with the aircraft and follows up after an issue.”
Ray Hughes (Dassault)
“Has gone above and beyond on multiple occasions to offer product support and guidance in difficult matters.”
Sean Impey (Intercontinental Jet Service)
“Sean is the key to making the new and older avionics systems work together. In an older airplane with older autopilots this is vital to keep the birds in the air. Sean knows the systems, knows how to diagnose them, and goes out of his way to make them work reliably.”
Mark and Neil James (Intercontinental Jet Service Center)
“Great knowledge, great communication, great facilities. They have the knowledge, the staff, and the parts. Super recommend!”
Nicole Jeffords (CAVU Aircraft Maintenance and Avionics)
“Has gone above and beyond to be an additional MU-2 maintenance facility to help maintenance of fleet.”
Ivan Juchimiuki (Dassault)
“Exemplary tech rep.”
Ashok Kapadia (Embraer)
“He has the interest of owners and operators as his priority.”
Vignesh Kasiviswanathan (Embraer) 
“Positive attitude, prompt, result-oriented responses.”
Kerry Kinek (Leonardo)
“Kerry goes above and beyond 100 percent of the time and has been key to our improvement in aircraft availability by providing tools, resources, and knowledge and is a fantastic costumer service rep.”
Jeff Leisey (Dassault)
“Terrific, knowledgeable individual.”
Fabio Libro (Augsburg Air Service)
“High knowledge, high motivation, and motivates his team. Best EMB100 service for us.”
Jeff Lord (Textron Aviation)
“Always helpful. Knows the 750s inside and out, and just a good guy to work with!”
Chris Martinez (Textron Aviation)
“Goes above and beyond to ensure customer satisfaction.”
Javier Matos (Leonardo)
“Good and special attention to their customers, Quick response…immaculate service. He always has the best disposition to serve at any time and during any situation. What I value the most is that I always have a rapid solution to any problem presented.”
Luis Meneses (Textron Aviation)
“As field service in Colombia, he does an excellent job with good communications and response time.”
Rich Milijkovic (Gulfstream)
“He has been a very proactive when I have a problem and always keeps me informed.”
Eric Miller (KCAC Aviation)
“Eric is always engaged and knows the answer or knows where to get the answers we need. We really appreciate how he makes our operation of these aircraft easier.”
Don Milliken (Bombardier)
“Extremely knowledgeable, a great resource, and always available to assist.”
Paul Mouring (Excel Aviation)
“He is always available. Always takes your call. Always supports and finds a solution.”
Dave Munday (Bournemouth Aviation Services)
“Competence, availability, involvement.”
Maurice Nesbitt (Corporate Aircraft Restorations)
“His shop gets the service done always on time and correct.”
Andrew Newland-Deanus (Trade-Air)
“He is reachable 24/7 for parts and understands the nature of our operation needs.”
Tim Noble (Dassault)
“One of the most knowledgeable tech reps I have ever had the privilege to deal with.”
Kenji Okabe (Sikorsky)
“We always appreciate his support as FSR/Japan.”
Jason Poling (Spartan Engine Services)
“Jason and his team have gone above and beyond to ensure we are supported to meet all our schedule needs anytime we have had issues with our engines. He and his team are willing to go the extra mile to help us out!”
Gordon Price (Textron Aviation)
“Gordon has been tremendously helpful to our mx shop in navigating the Citation service programs.”
Rick Rado (Indy Jet Services)
“He and his partners have put together an excellent maintenance team.”
Frank Ralph (Leonardo)
“Frank has been key to providing customer support to my customers…Very attentive and responsive to customer’s needs.”
Brian RuEchel (Jet Air Group)
“He is always there when needed for maintenance…Extensive knowledge and superior availability/responsiveness…Helped tremendously in an AOG situation.”
Joe Rivera (Gulfstream)
“Always goes above and beyond to assist in making sure my Gulfstream is properly taken care of and operational.”
Joe Robbins (Rice Lake Air Center)
“Superior knowledge of Daher TBM.”
Tom Sapp (Carolina Turbine Support)
“Tom has dedicated his career to the MU-2 and is always available to help.”
Joshua Satlow (Gulfstream)
“We just purchased a new G650ER, and he did a great job as a delivery coordinator.”
Jay SigmanN (Dassault)
“Forty-plus years of incredible knowledge, dedication, and customer service. And a great guy.”
Chris Short (Yingling Aviation)
“Provides great customer experience.”
Morgan Smiley Starkey (Gulfstream)
“Exceptional attitude and helpfulness.”
Mark Solomon (Gulfstream)
“Mark goes above and beyond for his customers.”
Jack Spero (Gogo Business Aviation)
“Jack Spero is a true aviation professional. His patience, attention to detail, and tremendous communication skills need to be recognized. If all field support engineers were like Jack, doing business and fixing the big problems would be a breeze!”
Eric Smith and spares team (Dassault)
“They have worked tirelessly. I truly appreciate their devotion and dedication.”
Chris Taft (Rolls-Royce)
“He’s the most dedicated, proactive, and supportive customer representative. Always ready to deliver the best solution to keep the aircraft flying.”
Greg Thompson (Dassault)
“Always ready to assist the customer with a positive response and solid technical knowledge.”
Terry Ward (Leonardo)
“I think of Terry as part of our mx team. When we have a question or concern, he’s quick to assist. He’s easy to contact and is extremely helpful.”
Mark Webster (Rolls-Royce)
“Very knowledgeable and comes with a solution to issues and understands corporate customer… Consistent, dedicated customer service and technical support… Always gives 110 percent…”
Bob Young (Dassault)
“Very knowledgeable, always follows up with requested information.” z