In April of this year, P&WC celebrated the delivery of its 100,000th engine. With nearly 60,000 of those engines still in service today, P&WC remains unfalteringly committed to service.
Every second of every day, an aircraft powered by a P&WC engine takes off.
That fact is always top-of-mind for P&WC’s John Lewis, General Manager, Global Front Line. It’s an apt title because John’s team is indeed on the front lines in the effort to keep customers dependably in flight.
The team consists of 108 Field Support Representatives (FSRs) located in 30 countries, 28 engine specialists in the company’s CFirst customer response centres in Longueuil, Quebec, and Singapore, 8 regional managers and 6 employees who support the field team and manage P&WC’s relationship with Flight Safety International. FSI has 12 facilities around the world providing training on P&WC’s engines.
“There aren’t many companies that can claim six out of every 10 products they have made in the past 50-plus years are still in operation,” John told Airtime. “Finding ways to service those products requires ingenuity, passion and an understanding of customers’ needs.”
Infrastructure, People and Technologies Working Together
Information systems, field experts and the technology that power them across our global service network are all critical to our service. Front-line employees need instant access to customer information wherever they may be. “We rely on four pillars to achieve our customer service mission,” John explained:
- Our Global Service Network - the infrastructure we have in place includes appointed facilities with trained professionals to support the maintenance, repair and overhaul of our engines.
- Our network of Field Support Representatives (FSRs) - these experts have instant, mobile, access to customer information, to provide the best support in the industry.
- Maintenance accessibility - we build tools to guide maintenance right into our engines.
- Innovative maintenance tools - we are constantly finding new ways to ensure better prediction of maintenance schedules.
John explained that because the system is fully integrated, there is only one story when it comes to a specific customer.
That means everyone works from the same page - the four pillars touch on quality of service across the organization.
Service Delivered on Wing, Remotely and Using Innovative Analysis Technology
P&WC has historically built engines with a clear view to their maintenance requirements. The design of the PT6 engine remains relevant today for the engine’s ease of maintenance. Many maintenance tasks – such as hot section inspection – can be conducted on wing and the engine itself can be split in two while on wing to give technicians best access.