Pratt & Whitney Canada Adds Several New Service and Support Offerings
As global aviation markets continue to stabilize and in many cases show marked improvement, the need for flexible, personalized service and support initiatives are more important than ever. For Pratt & Whitney Canada (P&WC), speed, simplicity and product performance are the three pillars from which the company operates. With the comprehensive lineup of new service offerings for the U.S. market (and beyond), these three pillars have never been more tightly aligned with the company’s products and customer needs.
“Service initiatives must be dynamic, multi-faceted and continuously evolving to meet customers’ changing needs,” said Timothy Swail, Vice President, Customer Programs, P&WC. “With more than 52,000 engines flying worldwide in every operating environment imaginable we have an unparalleled depth of knowledge which enables us to rapidly identify and address every situation 24/7 from anywhere in the world.”
Take, for instance, the company’s brand new customer portal My P&WC Power, which is progressively rolling out (with availability to all customers in 2016), as an example of how the company is proactively raising the service bar. Accessible from any device, including smartphones and tablets, My P&WC Power introduces powerful search and e-commerce functionality. Customers can easily and quickly find and purchase parts and technical publications; rent engines and initiate returns; manage accounts for a single engine or an entire fleet; report engine hours and cycles and pay online and much more. Plus, the site can be personalized so customers see what matters most to them when they log in.
In addition to the portal, at NBAA 2015 P&WC introduced ESP® PurePower® PW800, the most comprehensive service plan for the business aviation market. ESP PurePower PW800 is exclusively designed for owners and operators of PW800 engines offering a fully planned and preventive approach to maintenance that optimizes aircraft productivity and performance. The plan will deliver comprehensive coverage for heavy and line maintenance, combining numerous all-inclusive services - from engine wash, borescope inspections and troubleshooting support, to prioritized access to technical experts and much more.
On the training front, P&WC has expanded its agreement with FlightSafety (FSI), which provides advanced technology-based maintenance training for all P&WC products including turboprop, turbofan, turboshaft engines as well as Auxiliary Power Units (APUs). The training programs offer in-depth classroom and hands-on instruction designed to develop, expand and refine proficiency.
“The new training agreement will allow us to offer a best-in-class training experience to our global customers for many years to come,” said Timothy Swail, Vice President, Customer Programs, P&WC. “P&WC’s expertise combined with FSI's extensive network, leveraging the latest in training technologies, such as distance LiveLearning enables us to deliver the most advanced high-tech training in the industry.”
Additionally, the company has increased capacity on the Customer First team supporting the PW300 and PW500 engine series – effectively doubling the ability to respond to customers’ engineering and technical groups. The company has also added to its mobile repair teams (MRT) around the globe. In the U.S., there are 13 MRT teams dispersed across the country as well as North American regional support centers.
Along with its new offerings, a number of service initiatives have been extended or renewed. For example, the company has renewed its PT6A “value overhaul” and hot-section inspection programs providing operators with up to $100,000 in savings and P&WC’s ESP Platinum coverage, which was introduced in 2014 for the PW307A, has now been extended to cover the PW308C.
ESP is comprehensive coverage that creates highly predictable maintenance environments to reduce costs and enhance aircraft investment value. And for customers thinking of selling their aircraft, ESP coverage is transferable and renewable with the engine, which means they are in a better position to attract buyers and achieve a higher resale price.
Promotions are another tool the company leverages to stay nimble and responsive to customers. P&WC uses promotions as a way to introduce new service offerings in the market to ensure they are relevant to customers’ needs and what they most want. Promotions vary and can include lower pricing for certain services, discounted parts when bought as a package, flexible payment programs and more.
“Ultimately, it’s the performance and reliability of our engines and listening to our customers’ feedback that enable us to be so competitive with our service and support offerings,” said Swail. “And as a result, P&WC delivers the longest TBO periods, the most progressive maintenance programs and on-condition maintenance in the industry.”