A I R L I N E A I R L I N E
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patching teams themselves. The trend is in keeping with the
sort of one-stop, turnkey ethic that's driving the MRO busi-
ness as a whole. "I think [operators] look to us for support,"
says K ilgour. "People want to do more with less, and that very
much goes for the airlines when they're on slim margins."
Customer care
Embraer understands that time is money for its customers.
That's why it opened a new customer care center (CCC) back
in 2011. Among other things, it can handle AOGs.
"On average, we are seeing technical disposition times of
one-and-a-half hours," says Johann Bordais, Embraer's vice
president for services and support, commercial aviation. He
says for 90 percent of the inquiries the airframer receives the
CCC can provide a technical disposition within 90 minutes,
telling an operator how to accomplish the fix. "We're talk-
ing about repair procedures, structural repairs, which can be
For 90 percent of the inquiries it receives, Embraer can provide a
technical disposition with 90 minutes, telling an operator how to
accomplish the fix. If an airline asks, it will send a team out to do it.
EMBRAER
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