Story ID: 536_EmbraerCustomerSupport.doc
Embraer Strengthens Customer Support Network
By: Mark Phelps
Caption: Contact Center expanded; Northeast Brazil authorized service center added.
Word Count: 467
In the five years since opening its customer Contact Center, Embraer Executive Jets has seen its worldwide fleet grow to a size five times as large as it was back then in 2009. So at a press conference here in São Paulo yesterday, the manufacturer announced it has opened new facilities and expanded the Contact Center to accommodate the growth in customer care needs.

The center is staffed 24 hours a day, 365 days a year by experienced professionals. And because it is located at the factory in São José dos Campos, customers can be assured of quick connections with the appropriate personnel needed to resolve issues with minimal down time.

There are now more than 780 Embraer executive jets operating in more than 50 countries around the world. To serve the growing fleet, the Contact Center integrates customer service representatives; factory-owned and factory-authorized service facilities; parts distribution centers; field service representatives; and technical, flight operations and support teams into a cohesive network dedicated to both carrying out scheduled service and resolving unscheduled events quickly.

In addition, Edson Carlos Mallaco, the Brazilian airframer’s v-p of customer support and services, announced here at the LABACE show that Embraer has added a new authorized service center for Phenom 100 and 300 models in the Brazilian Northeast. AeroMecânica, located at Coroa do Avião Airport near metropolitan Recife, becomes the first in the region to be approved for line maintenance, scheduled inspections and remote service. The shop will work in cooperation with Embraer’s field service representative, already in place in the region.

AeroMecânica has a second maintenance location in Curitiba, where it has been an authorized Phenom service facility since 2011. Also part of the national service network are Algar Aviation in Belo Horizonte; Globo Aviação in Brazilia; Boar Aviação in Goiânia; and Embraer-owned service centers in São José dos Campos and here in São Paulo at Sorocaba Airport. Malloca said, “Having a dedicated team to provide better support is a commitment we have with our customers in the Northeast region.”

Rolls-Royce Taps Embraer for AE3007 Support

Embraer’s São José dos Campos factory service center has been named Brazil’s authorized Rolls-Royce line maintenance center for the AE3007 turbofan, which powers the Embraer ERJ 145 line of regional jets and the Legacy 600/650 series, among other aircraft. Embraer can now perform warranty repairs as well as participate in R-R’s CorporateCare program services, which cover the cost of parts and labor on scheduled and unscheduled maintenance. Embraer Executive Jets’ service portfolio includes maintenance tracking tools, performance and flight operation software as well as special maintenance programs such as Embraer Executive Care (EEC) and the company’s Aircraft Health Analysis and Diagnostic (AHEAD) system.