A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015
Greetings Greetings Index Customer s View Latest News Team Insights Multimedia Customer Events WELCOME FROM WALDIR Welcome, It is with a distinct pleasure that I greet you as Embraer Executive Jets new Senior Vice President, Customer Support and Services Worldwide, and I look forward to developing a strong bond with each of you as we journey together into our second decade. I also want to take this opportunity to congratulate my predecessor, Edson Carlos Mallaco, on his new role as president of Atech Negócios em Tecnologias S.A. and thank him for being a true advocate for you, our customers. Here at Embraer, we see every customer as part of our family and it is clear from last year s annual product surveys by Aviation International News and Professional Pilot magazines that customer support and services is a core value at Embraer Executive Jets. There are still challenges, and I m committed on bringing all the experience I have gained in 28 years working at Embraer s product support, commercial aviation and defense and security divisions to improve customer satisfaction, leverage new business and strengthen the Embraer Executive Jets brand. My goal is to ensure that every Embraer Executive Jets customer receives the best support in the world, and you will play a key role helping the support and services team reach this objective. Your input already has helped Embraer Executive Jets produce a portfolio of business jets unmatched by any other aircraft manufacturer; I am excited to see what we can do together to enhance our support for you. We listen to what you have to say, as can be attested by our continued improvement in the AIN and ProPilot survey rankings. These surveys are an important part of our conversation with you and help us ensure we are meeting your needs. So please if you are able to participate in the 2015 surveys think of it as a direct contact with us here at Embraer Executive Jets. I look forward to working with you. Waldir Gomes Gonçalves A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST 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 Dr. Philippe Lacrosse...Page 3 Latest News...Page 5 Team Insights Interview with Siu Ying Yeung...Page 8 Multimedia...Page10 Customer Events Upcoming Events...Page 11 A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 2
Greetings Index Customer s Customer s View View Latest News Team Insights Multimedia Customer Events CUSTOMER S VIEW DR. PHILIPPE LACROSSE As a child, Philippe LaCrosse wanted to become a surgeon or a fighter pilot, but his eyesight determined that his career path would follow medicine. However, this did not prevent Dr. LaCrosse from enjoying his passion for flying, and the day after he completed his studies to become an orthopedic surgeon he took his first flying lesson. He attained his first jet type rating in Van Nuys, California, in 1989, and now holds an airline transport pilot license. Since gaining his pilot s license, Dr. LaCrosse has taken every opportunity to discover the world, and he has flown extensively in Africa, North and South America, Europe and Australia. Q: How did you first become involved with Embraer? In 2011, while visiting the Cannes Airshow, I saw my first Phenom 300. The Embraer representative at the airshow offered to fly me back to Paris Le Bourget on the Phenom 300, and during that flight we discussed the benefits of owning a Phenom 100. However, I had just signed a deal on a Citation Mustang. A few months after that flight from Cannes to Le Bourget, I had the opportunity to fly in the right seat of another Phenom 300 that was on a demo tour in Europe. After a very pleasant flight with Capt. Sydney Rodrigues of Embraer I decided to attend the next gathering of the Phenom Jet Association in Savannah, Georgia. The PJA meeting brought many Phenom 100s and 300s to one place and was a great opportunity for me to ask a number of owners what they really thought of their bird. Their response provided some great first hand information on costs, performance and the general behavior of the aircraft and after one of the Phenom 300 owners took me on a flight to Florida I was finally convinced to purchase one. (continued) Embraer Executive Jets takes our customers opinions very seriously, and one of the most important ways we can recognize our achievements and identify areas for improvement is through the Aviation International News (AIN) and Professional Pilot Magazine Product Support Surveys. As our new Vice President, Customer Support and Services Waldir Gomes Gonçalves noted in his introduction, these surveys shine a spotlight on our performance, which is why we are proud of our continued improvement in both surveys and truly honored that last year we attained the top spot in AIN s 2014 survey and third place in ProPilot s. AIN and ProPilot are now conducting their 2015 Product Surveys. These surveys have proven to be a valuable part of our relationship with you so we encourage you participate during the following dates: AIN: May 4th to June 12th ProPilot: April 20th to May 31st We look forward to hearing your comments and to continuing our journey together as Embraer Executive Jets enters its second decade. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 3
Greetings Index Customer s Customer s View View Latest News Team Insights Multimedia Customer Events CUSTOMER S VIEW DR. PHILIPPE LACROSSE (CONTINUED) Q: How have you enjoyed your Phenom 300? First Anniversary Embraer Service Center and FBO in Brazil My Phenom 300, N344PL, was delivered in Sao Jose dos Campos in December 2012, and soon after flying it back to its home base at Paris Le Bourget, I decided that I should fly my family to beautiful destinations I had previously visited. The first trip was in April 2013, when I flew my family from Paris to the Maldives Island, where I was told I was the first Phenom to be flown there. In October 2014, I took my family and some friends one a trip around Africa and the Indian Ocean. I had previously flown around the African continent and the Indian Ocean but this was the first time I could complete the trip with my own aircraft. I detailed that trip in a blog on the PJA members web site. Q: Please describe your experience as an Embraer customer. My relationship with Embraer has always been excellent, in particular with Customer Service. I want to take this A Phenom in Cairo, Egypt Flying along over the red sea opportunity to mention the excellent work of Luis Colarino, who, with other Embraer staff, has always found rapid and effective solutions to our needs. Luis was particularly helpful when I had a high frequency radio system HF installed. As my aircraft is based in Le Bourget, most of my relations with customer support go through the Embraer Service Center in Le Bourget. We have not had many AOG situations, but one time when we had an issue with our fuel system in Brindisi, Italy, a team of technicians was immediately sent from Paris to solve the problem. Q: Do you have any other comments? I love my Phenom 300, although like many owners there is always the desire for a bigger bird with more range. I was able to take a quick demo flight on the Legacy 500 in October; I can t wait to fly it again, this time in the cockpit. Maybe it is time to upgrade. On March 27th, Embraer Executive Jets celebrated the first anniversary of Sorocaba Service Center and FBO (Fixed Base Operator), in Brazil. The total area of 216,000 sq ft of this center has two hangars, one of which is dedicated to maintenance, repair and overhaul (MRO) of executive jets manufactured by the Company, and the other to support the operation of business aircraft (FBO). This center offers world-class accommodations and highly professional staff to support you. It comprises a passenger boarding and arrival terminal, VIP lounges, concierge services, meeting rooms for customers, rest areas for crew members all equipped with TV, Internet access and communications. Join us to celebrate and learn more about all the tailored services we can offer you! Access: embraerexecutivejets.com/fbo A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 4
Greetings Index Customer s View Latest Latest News News Team Insights Multimedia Customer Events LATEST NEWS Connectivity Embraer Executive Jets latest Aircraft Health Analysis and Diagnosis (AHEAD) system was developed in parallel with the all-new, clean-sheet Legacy 500 and Legacy 450 programs to ensure that customer support was a core element of each design and guarantee that customer support engagement in unscheduled events is agile, comprehensive and effective. AHEAD increases each aircraft s productivity through a secure Wi-Fi connection. With this data, AHEAD is able to monitor the aircraft s flight hours and maintenance history, collate trip reports and track your GPS position. Embraer Executive Jets designed AHEAD to reduce the time it takes to return an aircraft to service by deducing an event s most probable cause through effective troubleshooting and direct links to technical publications. AHEAD also provides the most up-to-date information to your own maintenance crews. To ensure total support for its customers, Embraer has teamed its AHEAD solution with Rockwell Collins Aircraft Information Manager (AIM), a system that provides essential logistics data for the Legacy 500 and Legacy 450. Once you have hired the necessary database for your needs, such as electronic charts, integrated flight information, synthetic vision and terrain avoidance and warning systems, AIM automatically provides the aircraft s updates to guarantee a safe, efficient flight, including all critical update cycles. Customers of the Legacy 500 the newest midsize jet on the market are provided AHEAD and AIM free for the first year, and the same offer will be available to Legacy 450 owners when Embraer Executive Jets new mid-light jet enters service later this year. AHEAD and AIM will be available after that first year at affordable subscription rates for regional and global coverage to accommodate each aircraft s mission. New Spare Parts Distribution Model Embraer Executive Jets will create a central spare parts hub in the U.S. and open regional distribution centers in Belgium, Brazil, China, Singapore and the UAE as part of a major overhaul of its global spare parts distribution network. The project, which was conceived last year, will completely redesign Embraer Executive Jets global spare parts and logistics distribution model, from materials planning to storage and transportation. When completed, customers will have increased access to spare parts, guaranteed next day delivery and improved end-to-end logistical support from our customer service team. Embraer Executive Jets started to implement this revamp in March 2015 with the opening of a new Spare Parts Distribution Center in Brussels, Belgium to support customers in Europe, the Middle East and Africa. By the end of this year, Embraer Executive Jets will have opened the new Central Hub to support customers in the U.S., Canada, Mexico and Caribbean and the Singapore Regional Distribution Center for the Asia Pacific market. The new global Materials Support and Logistics network will be fully operational in the first half of 2016. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 5
Greetings Index Customer s View Latest Latest News News Team Insights Multimedia Customer Events LATEST NEWS (CONTINUED) Enhanced Maintenance Schedule Increases Lineage Utilization After an extensive study of our in-service Lineage 1000 and Lineage 1000E jets, Embraer Executive Jets has improved the fleet s Structured Maintenance Program to ensure owners and operators greater utilization for the entire life span of their aircraft. The new enhanced program extends 49% of the Lineage maintenance schedule, as well as some key MRO schedules. As no maintenance intervals have been reduced and with 51% of the schedule unchanged, in the first five years of operation we now expect maintenance labor hours to decline 15.6% from our previous estimate. This corresponds to 550 hours of additional flying for that fiveyear period. Because of the extensive improvements made to the Lineage 1000 and Lineage 1000E Structured Maintenance Program, we have renamed the maintenance packages. The renaming of all P-prefixed packages to M-packages also ensures a smooth transition to the enhanced schedule. Lineage 1000 and Lineage 1000E owners and operators can find more details of their specific Structured Maintenance program optimization plan on Embraer Executive Jets FlyEmbraer website. Another Auspicious Year For The Phenom 300 Embraer Executive Jets Phenom 300 light jet last year retained its status as the most delivered business jet in the world, according to the latest General Aviation Manufacturers Association annual report. The 73 deliveries recorded in 2014 mark the Phenom 300 s second consecutive year as the world s most delivered business jet, and exceed by more than 20% the already impressive 60 deliveries recorded in 2013. The popularity of the Phenom 300 continues to grow, and just five years after entering service there are 250 of the type operating in more than 20 countries. These 250 Phenom 300s, which have accumulated close to 200,000 flight hours, account for 57% of the global light jet market. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 6
Greetings Index Customer s View Latest Latest News News Team Insights Multimedia Customer Events LATEST NEWS (CONTINUED) Embraer s Le Bourget s Service Center It is no surprise that Embraer Executive Jets Owned Service Center in Le Bourget, France located just 4.4 miles (7km) from Paris is key to the company s global support network. Since Embraer opened Le Bourget in 2008 as one of its first Owned Service Centers (EOSCs), the facility has offered a comprehensive package of support for the entire portfolio of Embraer Executive Jets. With close to 21,500 square feet (2,000 square meters) of hangar space, a team of 60 personnel provide base maintenance comprised of full maintenance support and scheduled maintenance for the Phenom 100, Phenom 300, the Legacy 600 and Legacy 650 and line maintenance support for the Lineage 1000. Since April 2013, EOSC-Le Bourget has been home to a Mobile Response Unit that supports all Embraer Executive Jets in the region. The facility also offers a dedicated Airworthiness Management service designed to reduce costs and streamline maintenance support. EOSC-Le Bourget s 21,500-square-foot service center provides a deluxe environment for customers and offers free Wi-Fi, a conference room and pilot lounge to accommodate every need. Car rental and several hotels are readily available. Brazilian Pilot First Certified For Legacy 500 A former Brazilian Air Force pilot has become the first person certified to fly the latest addition to Embraer s executive jet fleet, the midsize Legacy 500. The pilot, Capt. Salvini Krieger, was awarded the ANAC certification in January after attending an exhaustive training program at FlightSafety International s center in St. Louis, MO. It is a great honor to receive the first license in Brazil for a Brazilian aircraft from a Brazilian company, says Capt. Krieger. I feel, in some way, that I m participating in Embraer s success. Flying this aircraft gave me great satisfaction: not only is it the newest generation of business jet packed with outstanding technology, it also provides the pilot the pleasure to command and control the flight. During his career, Capt. Krieger has flown helicopters, troop transport and Boeing KC-137s for the Brazilian Air Force and Embraer s Phenom 300 light jet, Learjet 35s and Raytheon 390 Premier 1s as a pilot for air charter operator Lider Aviation. A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 7
Greetings Index Customer s View Latest News Team Team Insights Insights Multimedia Customer Events TEAM INSIGHTS INTERVIEW WITH SIU YING YEUNG SIU YING YEUNG Position: Chief Operating Officer, Embraer (China) Aircraft Technical Services Co. Ltd Siu, who was born in Hong Kong and raised in Brazil, moved to Beijing in 2000 along with the inauguration of the Embraer Representative Office and lead Commercial Aftermarket Sales support for the introduction of the first Embraer commercial aircraft operations in Greater China region. Q: Please tell us about your time in China? Four years after moving to Beijing, my responsibilities were expanded in 2004 when Embraer Executive Jets introduced its first aircraft, a Legacy 600, to China. Then in 2010 I was named Chief Operating Officer of the newly created Embraer (China) Aircraft Technical Services Co. Ltd (ECA), which offers consulting services on technical issues and flight operations, materials management and spare parts sales for both Embraer commercial and executive jets fleet in China. In that time, more than 150 Embraer jets have been delivered to this market, including 27 executive jets. Q: When did you join Embraer, and how long have you worked in Customer Support? I joined Embraer in 1976 and have been working within the Customer Support organization since 1978. Q: What was your first job at Embraer? In my first two years at Embraer, I worked in the Procurement & Purchase Department dealing mainly with aircraft part nationalization, where I developed Brazilian suppliers to replace traditionally imported aircraft parts. Q: Where did you receive your training and education to prepare you for this job? I completed my undergraduate degree in Brazil and my Executive MBA at Rutgers University in the U.S., But, I feel that the most important training is attained at work and in the day-by-day solutions we create to meet our customers and Embraer s needs. Q: Are there any experiences outside Embraer that help you in your work? In the 1980s while on assignment for Embraer in another country, two of my colleagues and I would play tennis at a very nice gymnasium near my apartment. As we were the only people playing tennis late afternoon time we employed a rule that allows the winner of each match to stay on the court for the next match. One day, a new group of players joined us, and the leader of that group lost every match he played. The (continued) A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 8
Greetings Index Customer s View Latest News Team Team Insights Insights Multimedia Customer Events TEAM INSIGHTS INTERVIEW WITH SIU YING YEUNG (CONTINUED) next week, we found a new sign on the main entrance of the gym barring foreigners from entering. It turned out that the player from the other group owned the facility and surrounding neighborhood. That day I learned that before you engage in any competition or negotiation, learning about your opponent or even partners in advance is a must. This really helps me and my team s daily work. To comprehend inside-out the needs of our customers beforehand, and to constantly monitor what our competitors are doing, is key to ensure that we are offering the correct and most competitive solutions as Embraer commits. Q: Do you have an interesting anecdote from your career with Embraer Customer Support? Despite it wasn t an anecdote but in the end it sounded as one. While working on an aircraft reconfiguration in Anchorage, Alaska I received an urgent call to help a customer in Fairbank [about 360 miles north] to find out why the radio on a newly delivered aircraft was inoperative. I didn t have any details to work with, and after a sleepless night imagining which radio navigation system are they referring to RMI, ADF, VOR etc. I took the first available flight to Fairbank. When I met the crew at the hangar, they informed me that the radio/tape recorder didn t work and they didn t have any music to entertain them in all entire ferry flight from Brazil. Once we identified that the wiring behind the radio/tape recorder was missing I relaxed, in part because I learned that while the radio/ tape recorder was not supposed to be installed in the aircraft because it was not part of the optional equipment selected by the buyer, but the crew had refused to take the aircraft if no radio was fitted, It also indicates the importance of information sharing and communication. Upon any cases for customer support, if we could have as much details as possible in advance, we may save the cost and the time for better efficiency, the same philosophy as the AHEAD-Pro program and our overall lean organization philosophy. Q: What would you say are the biggest challenges the teams face nowadays? I could say that communication is the foundation for understanding, alignment, trust and all other facets of our daily work and even our life as you can see from the abovementioned. SIU YING YEUNG A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 9
Greetings Index Customer s View Latest News Team Insights Multimedia Multimedia Customer Events MULTIMEDIA Legacy 500 - Short Landing (Angra dos Reis-RJ Brazil) Legacy 500 landing in Angra dos Reis, Rio de Janeiro, a challenging runway for pilots, because it is only 913 meters long. Watch how this aircraft does it beautifully. https://www.youtube.com/watch?v=kjkk-s0lat0&feature=youtu.be Mike Alexander Interview - First Legacy 500 Interview with Mike Alexander, a pilot and aviation consultant, talking about his experience with the Legacy 500. https://www.youtube.com/watch?v=aiiuzkcnr5o&feature=youtu.be Lineage 1000E Virtual Tour Fly in ultimate luxury from New York to Moscow, London to Mumbai, Dubai to Jakarta or Beijing to Riyadh. Welcome aboard Lineage 1000E! Take the virtual tour. https://www.youtube.com/watch?v=8mincfwv4mq 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 A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 10
Greetings Index Customer s View Latest News Team Insights Multimedia Customer Customer Events Events CUSTOMER EVENTS UPCOMING EVENTS EEOC Europe and Middle East Phenom April 14 Friedrichshafen, Germany ABACE - Asian Business Aviation Conference & Exhibition April 14-16 Shanghai, China Aero Friedrichshafen April 15-18 Friedrichshafen, Germany Sun n Fun April 21-26 Lakeland, FL, USA EEOC USA Phenom May 4-6 Naples - FL - USA EEOC Brazil Legacy & Phenom May 12-13 São Paulo - Brazil EBACE May 19-21 Geneva, Switzerland EEOC USA Legacy June 2-4 Sonoma, CA, USA Paris Airshow June 15-21 Paris, France ACCESS THE CUSTOMER SUPPORT AND SERVICES GUIDE APP Access the CSS Guide App for: To learn more about Embraer Executive Jets participation at air shows and events, please visit EmbraerExecutiveJets.com ios at the Apple Store Android at the Google Store Publisher: Collaborators: Art Direction: Contact us: Luciana Meroni de Souza Fujiura Aliona Groh, Rodrigo Prego, Robert Segala, Yating Lin, Siu, Wilson Francisco Gastão, Daniel Feichas Santos, Clarissa Barbieri, Elaine Moreira da SIlva, Sébastien Albouy, Daniel Bachmann and Darren Shannon Angel Monge luciana.souza@embraer.com.br A CUSTOMER SUPPORT AND SERVICES PUBLICATION ISSUE 30 FIRST QUARTER 2015 PAGE 11