When it comes to transforming aviation and the aftermarket—and setting the benchmark for customer service—P&WC focuses on highly tailored solutions backed by data-driven intelligence. Airtime spoke with Nicole Kappos and Steve Marandola from Customer Service.
This Is a Time of Major Change in the Aviation Industry. How Are Aircraft Operators’ Needs Evolving?
Our customers are facing greater competition, tighter margins and more demanding business and operational requirements. We stay close to them to best understand their needs and the challenges they face—so that as they adapt we are able to best anticipate and evolve our services and solutions accordingly.
"With a few exceptions, a one-size-fits-all approach doesn’t make sense, so we’re refining our customer service model to provide tailored services that increase engine availability by addressing customer’s specific business and operational requirements. That’s challenging us to look more closely at operator and market trends."
- NICOLE KAPPOS, ASSOCIATE DIRECTOR, AFTERMARKET SOLUTIONS
What Are a Few of the Trends You’re Seeing in Aviation?
Aircraft are changing hands frequently. Last year, there were four times more used aircraft transactions as there were in the previous year compared to new aircraft sales. Engines are also staying on-wing longer, and many more aircraft are being leased these days.
How Are You Adapting to These Trends?
Leasing is a good example. We’ve always offered leased engines through our extensive pool of more than 1,000 engines and APUs. But these were always short-term rentals for at most a few months—for instance, to temporarily replace an engine while it’s in the shop or for an operator with an AOG.
Now, to meet the growing demand for leased engines, we’ve adapted our business model and begun offering tailored long-term leasing arrangements. We recently reached an agreement on a long-term lease with one of our regional airline customers, and from what we’re seeing on the market, there will be a lot more demand for this type of approach in the future.
What Are You Doing Differently from a Maintenance Perspective?
"Being proactive is key to our strategy and our unique engine OEM value proposition. With our PW300 engine customers, for example, we offer a power-packed combination of data-driven decision making, preventative maintenance tools and tailored coverage programs – leading to greater availability, lower rates and on-condition maintenance programs."
- STEVE MARANDOLA, ASSOCIATE DIRECTOR, TURBOFAN CUSTOMER PROGRAMS.
We now have nearly 3,000 PW300 engine customers being trended and supported through our Proactive Help Desk that launched a year ago. Customers who have our FAST™ prognostics solution and our pay-per-hour ESP™ coverage are supported by a dedicated team of aviation technicians and data analysts that conduct daily reviews of the engine and aircraft data and are developing new engine health signatures to identify potential issues well in advance. This specialized team proactively reaches out to our customers to provide recommendations and remedial action to maximize mission readiness and performance optimizations.