A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015
Greetings Greetings Index Customer s View Latest News Team Insights Multimedia Customer Events WELCOME FROM WALDIR It has been an exciting start to the year here at Customer Support and Services. After three years of preparation, we are fully operative to support our industry-leading Legacy 500 midsize jet as it enters service around the world, and we recently completed a substantial step in our new global logistics network with the opening of our Spare Parts Distribution Center in Brussels, Belgium to support customers in Europe, the Middle East and Africa. Last May, during the European Business Aviation Conference and Exhibition in Geneva it was also my pleasure to unveil both an expansion plan for our LeBourget Service Center and a new African authorized service center. But even with all of these accomplishments, I have to say the singular highlight of my first six months here at Customer Support and Services has been the overwhelming success of our Embraer Executive Operators Conferences (EEOCs). These EEOCs are extremely important to all of us at Embraer Executive Jets. Not only do they provide the perfect venue to introduce you to our Support and Services team and update you on in-depth technical, maintenance and flight operations, our EEOCs are also an invaluable opportunity for us to talk with you face-toface and hear what you have to say about your aircraft, our support of you and how we can better serve you. And I am happy to say that you value these events as highly as my team and I. We are just halfway through the year, but already EEOC attendance levels look set to exceed the total for all of last year, no small feat considering that 2014 set new attendance records. I also want to take this opportunity to thank all of you who participated in the AIN and ProPilot Product Surveys these past two months. These surveys are another important part of our relationship with you, and we look forward to hearing your views on our current service and support and how we can further enhance your satisfaction. It has been a pleasure working with you. Waldir Gomes Gonçalves Senior Vice President, Customer Support and Services Worldwide A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 1
Greetings Index Index Customer s View Latest News Team Insights Multimedia Customer Events INDEX Welcome from Waldir...Page 1 Customer s View Captain Tolosa...Page 3 Latest News...Page 4-5 Team Insights Interview with André Sousa...Page 6-7 Multimedia Testimonials...Page 8 Customer Events Upcoming Events...Page 9 A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 2
Greetings Index Customer s Customer s View View Latest News Team Insights Multimedia Customer Events CUSTOMER S VIEW CAPTAIN TOLOSA A native of Guaratinguetá in São Paulo state, Captain José Alfredo de Tolosa Andrade has a deep knowledge of Embraer and its aircraft from his lengthy career in the Brazilian Air Force. This relationship has continued into his civilian career, where he has accumulated about 1,200 hours on the Phenom 100 and Phenom 300. Q. When was your first contact with Embraer? I started flying the T-23 Uirapuru, a Brazilian military trainer aircraft also known as Zarapa, at the Air Force Academy in 1982, and the following year I flew the T-25 Universal. In 1985, I was assigned to the C-95 Bandeirante and I flew this aircraft in all Brazilian Air Force versions until 2006, although during this time I also had the opportunity to fly the T-25 again as well as the T-27 Tucano and Xingu. I flew almost 4,000 hours with the C-95 and P-95 Bandeirante. Q. What has been your experience with Embraer Executive Jets Phenom fleet? In 2009, I had the pleasure of flying one of the first Phenom 100s delivered in Brazil; in fact, I was one of the first pilots outside Embraer to be type rated on the aircraft. I flew the Phenom 100 for five years before becoming a Phenom 300 captain in December 2013. I really like flying the Phenom 100 and once I moved to the Phenom 300 I became a bigger fan of the Phenom aircraft. The Phenoms are fantastic jets, with cutting edge technology and many resources that allow a safe and extremely comfortable flight. Q. What is the farthest place to where you have flown your Phenom 300? Tell us about the trip? The farthest journey I have flown with the Phenom was between São Paulo and New Haven, Connecticut. Outbound we started at São Paulo/ Congonhas Airport and stopped in Manaus, Curaçao and Miami for a total of almost 15 flight hours. The way back was a little shorter, with stops in Anguilla, Curacao and Manaus before returning to São Paulo. It was a great trip, very smooth, with no problems at all. Q. How would you describe your experience with Embraer Executive Jets Customer Support and Services? For 30 of my 34 years in aviation, I have had the opportunity to fly Embraer aircraft. This extensive experience with Embraer provides me peace of mind, because I know I am able to count on a very competent support team during each flight, anywhere in the world. The commitment, knowledge and ability demonstrated by Embraer Customer Support and Services is incredible. Q. Do you have an interesting story to share with us? While with the Brazilian Air Force, I flew an operational mission with the P-95 from Florianópolis, Santa Catarina (in southern Brazil) that lasted 7 hours and 44 minutes, almost 30 minutes more than the cruise flight maximum, and we still had enough fuel to fly one more hour. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 3
Greetings Index Customer s View Latest Latest News News Team Insights Multimedia Customer Events LATEST NEWS Legacy 500 Sets Four New Speed Records Embraer Executive Jets revolutionary Legacy 500 continues to set new industry standards with the establishment of four new world speed records. The speed records include a 3,268 nm (6,052 km) route between Düsseldorf, Germany and Dubai, United Arab Emirates the longest flight for a Legacy 500 since the aircraft entered service in December 2014. Two more speed records were also established on a roundtrip flight between Oakland, California to Lihue, Hawaii and a fourth speed record was set for a 3,210 nm flight from Bangor, Maine to Friedrichshafen, Germany. These speed records validate the Legacy 500 s game-changing performance. Having achieved or exceeded each of its design goals for certification, this revolutionary aircraft is now demonstrating all of its operational capabilities, including oceanic missions, Marco Túlio Pellegrini, President & CEO, Embraer Executive Jets said when announcing the speed records at this year s European Business Aviation Convention and Exhibition in Geneva. The Legacy 500 is indeed the best-in-class midsize jet, which delivers an impressive combination of comfort, advanced technology, speed and range; all at a low operating cost, Pellegrini added. The Dubai flight was completed in an impressive 7 hours and 3 minutes, and with 1,900 lb. of fuel reserves after landing the Legacy 500 consumed an average of just 1,590 lb. of fuel an hour. The Bangor-Friedrichshafen flight, meanwhile, was completed in 6 hours and 50 minutes with three occupants onboard. The Oakland-Lihue roundtrip was completed on March 7. With six passengers onboard, the 2,135 nm outbound flight was completed in 5 hours and 49 minutes, achieving an average ground speed of 420 mph (676 km/h). The return flight took only 4 hours and 11 minutes, at an average ground speed of 586 mph. In all four speed record flights, the Legacy 500 completed the mission with NBAA IFR fuel reserves. Once each record is confirmed as a U.S. record by the National Aeronautic Association, these achievements will be presented to the Federation Aeronautique Internationale in Switzerland for recognition as world records. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 4
Greetings Index Customer s View Latest Latest News News Team Insights Multimedia Customer Events LATEST NEWS (CONTINUED) Embraer s Mesa Service Center As one of three Embraer Executive Jets Owned Service Centers (EOSCs) in the U.S., our 47,700 square-foot (4,431 square-meter) facility at Phoenix- Mesa Gateway Airport, in Mesa, Arizona has played a pivotal role in building the company s regional and global support network. Opened in late 2008, the Mesa EOSC marked Embraer Executive Jets readiness to bring our first clean-sheet design the Phenom 100 into service. The Phenom 100 and 300 series aircraft remain important to the Mesa EOSC, and two on-site Phenom field service representatives are on staff as part of the Service Center s 24/7 aircraft on ground support service. The facility also recently performed an intricate Phenom 100 wing replacement. But base maintenance support for the Phenom is only part of the mission assigned to the more than 50 Embraer staff based at the Mesa EOSC. Renowned for Legacy 600/650 heavy inspections, Mesa accommodates Embraer Executive Jets entire portfolio of aircraft by providing base maintenance support for our latest clean-sheet aircraft, the innovative Legacy 500, as well as the larger Legacy 600 and Legacy 650. The Mesa Service Center also provides line maintenance support for the Lineage 1000E and will be ready for base maintenance support for the Legacy 450 once the new mid-light jet enters service in the fourth quarter of 2015. Mesa s importance continues to grow, and the facility has just added Brazilian foreign repair station certification to the U.S., Canadian and European approvals it already held. Authorization by Mexico s DGAC is pending. The Mesa EOSC is emblematic of Embraer Executive Jets effort to provide industry-leading support for all our customers and since 2008 the Mesa Service Center has been the recipient of the FAA s annual Diamond Award, the regulator s highest recognition for excellence in aviation maintenance training. Like all Embraer Owned Service Centers, the Mesa facility is more than just a maintenance operation, and with close to 18,000 square-feet of space allocated for customer service, pilot lounges and conference rooms, Mesa has proved to be the perfect facility to accommodate customers attending special events near and around the Phoenix area. The Mesa EOSC also provides off-site maintenance support with its full-equipped Mobile Response Unit. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 5
Greetings Index Customer s View Latest News Team Team Insights Insights Multimedia Customer Events ANDRÉ SOUSA TEAM INSIGHTS INTERVIEW WITH ANDRÉ SOUSA Position: Vice President, Customer Support and Services Central and South America Born in Embraer s home town of São José dos Campos, Brazil, André Sousa recently returned to headquarters from our Singapore office, with wife Juliana and son Victor. André now manages the Central and South American region for Customer Support and Services. An avid surfer, triathlete and martial artist, André, who joined Embraer in 2000, was responsible for the development and successful launch of Embraer s first training center in the Asia Pacific region and Embraer Executive Jets Asia Pacific Customer Support and Services operation. Q.Your return to São José dos Campos is another chapter in a very interesting career at Embraer. Can you tell us more about your time here since joining the company in 2000? I started at Embraer in 2000 as a Planning and Control Engineer for the Defense and Security business unit. From that role I moved to the Commercial Business unit as a Business Development Coordinator at the Customer Support Training Department, a position that was responsible for planning and coordinating the operation of our full flight simulators (FFSs) around the world. While managing the FFS operation, I developed a business plan to open the first international Training Center in the Asia Pacific region. The business plan was approved and I was invited to move to Singapore to set up and manage the new operation. After managing the Singapore training center for four years, I was asked to join Embraer Executive Jets to establish a Customer Support and Services operation for the Asia Pacific. I managed that business for five years. Q. How was life in Singapore? Life in Singapore is simple even though the city is one of the busiest and most expensive in the world. Singapore is a multicultural city, where during a simple bus ride you will meet more than 10 different nationalities. Singapore is very safe and has one of the world s best education systems. My family and I lived great moments in this city; we will miss it a lot. Q. Where did you receive your training and education to prepare you for this job? I have a dual Master of Business Administration diploma from University of California, Los Angeles and National University of Singapore. I also have a degree in project management from the University of Sao Paulo and bachelor degree in civil engineering from the University of Sao Paulo State. (continued) A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 6
Greetings Index Customer s View Latest News Team Team Insights Insights Multimedia Customer Events TEAM INSIGHTS INTERVIEW WITH ANDRÉ SOUSA (CONTINUED) Q. What do you find most interesting and enjoyable about your job at Embraer Executive Jets Customer Support and Services? The most enjoyable aspect of my job is the contact with our customers; it is fulfilling to serve. Also, the job is so dynamic that every day there is always something new and rewarding to address. Q. What are the key skills you and your team employ to best serve your customers? My team and I need to be adaptable and resourceful. We need to be ready at a moment s notice to quickly and efficiently resolve an issue that we have not previously had to address. We also have to work closely with our back office and support units within Embraer Executive Jets to anticipate our customers needs and have solutions prepared that not only attend to those needs but exceed their expectations. Q. What do you like to do outside of work? I love to surf and experience different cultures, and have traveled the world to Peru; Costa Rica; the U.S.; Indonesia; Australia; Thailand; New Zealand and many other places in search of the perfect wave. I am also a triathlete and practice the martial art of Capoeira. I believe that our soul, body and mind need to be in balance to live well. Q. Do you have a guiding philosophy to your work? Be there with excellence. It is important to me to do more than just meet a customer s needs; it is important to complete each task with excellence and to exceed a customer s expectations. All of us are customers at some point and we know how we would like to be treated. So when my team and I serve our Embraer Executive Jets customers, I stress the need to provide the level of service that each one of us would like to receive. Customers Benefits From Streamlined EPEP As part of Embraer Executive Jets global effort to streamline our logistics support, we are unveiling a new structure for the Embraer Parts Exchange Program (EPEP), that reduces processing fees. The Embraer Parts Exchange Program allows customers to exchange damaged parts with a serviceable one. The program provides our customers the peace-of-mind and satisfaction of purchasing OEM-sourced inventory without the outlay of buying a new part. After lengthy consultation with our customers, Embraer Executive Jets has reevaluated the EPEP to make it easier for our aircraft owners and operators to process their replacement request. We have also modified the pricing structure to ensure the best value for all our customers. All pricing and part availability information is offered online through Embraer s E-parts system, which is an integral part of our FlyEmbraer aftermarket web portal. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 7
Greetings Index Customer s View Latest News Team Insights Multimedia Multimedia Customer Events MULTIMEDIA The Experience of a Phenom Charter Operator Gold Aviation President and CEO Leonard Goldberg shares his experience flying the Phenom 100 and talks about introducing the Phenom 300 into his charter fleet. http://www.embraerexecutivejets.com/en-us/about-embraer/pages/customer-testimonials.aspx ACCESS THE CUSTOMER SUPPORT AND SERVICES GUIDE APP They Don t Believe It s an Entry-Level Jet Please meet Bill Midon, a life-long entrepreneur, and learn about his reasons for choosing the Phenom 100 as well as his experience with the aircraft and Customer Support and Services. http://www.embraerexecutivejets.com/en-us/about-embraer/pages/customer-testimonials.aspx Florida Today, June 2015 Interview with Phil Krull, Managing Director, Embraer Executive Jets In this most recent interview, Phil Krull, the Managing Director for Embraer Executive Jets, took Matt Reed of Florida Today on a tour of the Embraer plant in Melbourne, FL. http://www.embraerexecutivejets.com/en-us/about-embraer/pages/melbourne-presence.aspx#interview Access the CSS Guide App for: Legacy 650 - Virtual Tour The Legacy 650 s highly intuitive cabin management system takes the in-flight experience to the next level. We ve added all the business and entertainment tools for the ultimate flight experience. Take the virtual tour. https://www.youtube.com/watch?v=dwhwyoreah4 ios at the Apple Store Android at the Google Store A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 8
Greetings Index Customer s View Latest News Team Insights Multimedia Customer Customer Events Events CUSTOMER EVENTS UPCOMING EVENTS EAA Air Venture July 20-26 Oshkosh - WI - USA LABACE August 11-13 São Paulo - SP - Brazil Jet Expo September 10-12 Moscow - Russia EEOC China Legacy & Lineage September 24-25 Beijing - China To learn more about Embraer Executive Jets participation at air shows and events, please visit EmbraerExecutiveJets.com EEOC Asia Pacific Phenom & Legacy September 29 Jakarta - Indonesia Embraer Executive Jets and Swissport have developed a partnership to operate a seasonal line maintenance station at Nice Côte d Azur International Airport, Europe s third largest Executive Airport. The goal for the Nice line maintenance station, which is open from June 15 to August 31, is to provide support for Phenom 100E, Phenom 300 and Legacy 600/650 customers across the region. The Nice operation is an extension of our Embraer-Owned Service Center at Le Bourget Airport in Paris, which is also home to a Mobile Response Unit that supports Phenom and Legacy customers operating in Europe and Africa. Publisher: Collaborators: Art Direction: Contact us: Luciana Meroni de Souza Fujiura Aliona Groh, André Sousa, Brian Koselke, Camila Maria Aquino do Prado, Daniel Bachmann, Darren Shannon, Felipe Alfaia, Giuliane de Macedo Ramos, Jacques Blondeau, Rafael de Carvalho Ferreira Leite and Rodrigo Prego Angel Monge luciana.souza@embraer.com.br A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 31 SECOND QUARTER 2015 PAGE 9