CONNECTING WITH A WORLDWIDE ECOSYSTEM OF SUPPORT

CONNECTING WITH A WORLDWIDE ECOSYSTEM OF SUPPORT

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CONNECTING WITH A WORLDWIDE ECOSYSTEM OF SUPPORT

Contributed by: Daniel Parente, Manager, Customer Response Center and Mobile Repair Team

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At MHIRJ, supporting more than 1,300 aircraft that carry over 100 million passengers annually is not a responsibility we take lightly.

To help ensure that airlines operating CRJ aircraft keep flying reliably and safely, MHIRJ has built a worldwide ecosystem of support with our Customer Response Center (CRC) at its core. The point of entry of all technical and parts-related issues regarding the CRJ Fleet, the CRC stands ready 24 hours a day, 365 days a year, to provide comprehensive, live support. A customer support “command center,” the CRC is comprised of two main groups – the Technical Help Desk and Material Services. The Technical Help Desk is the first line of action for any technical request, handling some 400 emails/calls per day and 15,000 technical cases per year.

OEM SPECIALISTS

Comprised of seasoned aviation professionals averaging 25 years of experience, CRC personnel come from a variety of backgrounds. This includes mechanic and avionics professionals who have worked on the CRJ Series production line, to people with backgrounds in Heavy Checks, MRO and general aviation. These experts specialize in urgent AOG (Aircraft on Ground) situations as well as routine queries and provide immediate support that extends from troubleshooting aircraft to diagnosing and remedying technical issues, dispatching on-the-ground engineering assistance or shipping a much-needed component. These specialists are also backed by representatives from MHIRJ warranty, operations, engineering support and material logistics to ensure a truly comprehensive approach to solving AOGs

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EXPERTS WORKING IN COLLABORATION

Once a call enters the CRC, our agent relies on the MHIRJ network of in-house experts to provide the assistance required and at the level of urgency requested. Due to the nature of the requests, the most significant interaction will reside with In-Service Engineering, which mainly consists of ATA Specialists in Systems and Structural Design and Stress Engineers. MHIRJ In-Service Engineering is part of the DAO 20-Q-01 under Transport Canada, which allows issuing of engineering repairs under the delegation of Transport Canada.

Using advanced 3D designs, the In-Service team will develop the most efficient repair including stress, static analysis and DTA, using proprietary design from production drawings and stress certification reports, assuring the optimal solution for the customer’s needs.

MHIRJ’s global ecosystem of support network leverages 30 years of OEM CRJ expertise, data and knowledge, to help customers optimize their operations and keep flying.

IT TAKES A TEAM

In addition to this staff of experts, the MHIRJ customer response ecosystem includes dedicated Field Service Representatives, Materials Services and Mobile Response Teams who work hand-in-hand with the CRC to resolve AOG issues. For example, when the CRC receives a call for repair assistance, it will contact MHIRJ Material Services to see if a replacement part is available for the engineering team to complete the job. Or, an MHIRJ Field Service Representative, who is either onsite or has access to the customer, will be called on to facilitate the communication and expedite the return to service of an aircraft. For field support to be effective, each team needs to be close to the customer. MHIRJ has created teams of field support specialists near our customers. Each team includes a Field Service Representative who is ready and qualified to assist in managing any technical issues with the aircraft.

LINKED TO GLOBAL MATERIALS SUPPORT

Fast, reliable and cost-effective delivery of aircraft parts is essential to a fleet’s performance and long-term success For that reason, the MHIRJ support ecosystem includes a global network of 12 strategically located parts facilities. The parts team also works around the clock every day of the year through the CRC, using sophisticated inventory management to ensure availability, rapid shipping and traceable deliveries

MOBILE RESPONSE TEAM

When the unexpected happens, the Mobile Response Team is ready and equipped to provide immediate solutions. Supported by a Parts Services Team, they ensure that all repairs are executed correctly and immediately. The CRC Technical Help Desk interacts directly with Mobile Response Team Project Managers to coordinate and dispatch an onsite team to support the structural repair of the aircraft wherever assistance is needed. Through this collaboration, highly trained teams that are tailored to a customer’s repair needs are deployed anywhere in the world. All MHIRJ Mobile Repair Project Managers have accumulated years of experience in various CRJ Structural Modification programs, giving customers total confidence that their aircraft will be repaired to the highest OEM standards.

A NETWORK TO KEEP AIRLINES FLYING LIKE CLOCKWORK

Taking to the skies requires a strong team on the ground. MHIRJ’s global support network leverages 30 years of OEM CRJ expertise, data and knowledge, to help customers optimize their operations and keep flying. Through our network of interconnected disciplines, customers benefit from a total team effort to support their schedules, resolve technical issues and deliver the vital products they require.

Find out more about MHIRJ’s Customer Support network here: CUSTOMER SUPPORT NETWORK

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