P&WC Significantly Expands Customer Service Support in Middle East
Operators of Pratt & Whitney Canada’s (P&WC) engines in the Middle East can rely on the company’s extensive customer service capabilities in the region, including direct access to comprehensive on-site and on-wing mobile repair team (MRT) services and line maintenance options. Operators can also contact experts in the company’s Global Service Network at any time and from anywhere, both online and via telephone.
“Our customers in the Middle East now benefit from more options than ever to manage the maintenance of their P&WC engines,” says Tim Swail, Vice President, Customer Programs. “As we grow our presence in the region, we continue to listen to our customers and expand our maintenance options and services to match their needs as they evolve.”
Valuable customer feedback is collected by a team of P&WC employees based in the region who are solely dedicated to Middle East customers. A regional manager and four field support representatives (FSRs) have ongoing relationships with the 185 P&WC customers in the region. These customers operate a diversified fleet of 60 P&WC engine models representing more than 2,000 engines powering helicopters, regional, private and corporate aircraft.
The team’s on-site, day-to-day support is augmented by day-long technical sessions where operators learn the latest on engine maintenance from P&WC experts. Operators use the sessions to ask questions, gain more in-depth knowledge on specific topics and benefit from the experience of other operators flying in similar conditions.
These conditions, common to the Middle East, include high temperatures, wind and blowing sand. In response to these conditions and to improve the predictability of maintenance intervals and time-on-wing performance, P&WC introduced the Severe Environment Program (SEP) for PW100/PW150 engines. The SEP consists of maintenance guidelines and specialized packages of replacement parts.
Middle East engine maintenance providers who are familiar with local operating conditions are tending to the growing fleet of P&WC engines in the region. Two on-site locations complement the services offered by P&WC CSC Europe GmbH, P&WC’s Maintenance, Repair and Overhaul (MRO) facility located in Germany, and the two P&WC MRT teams stationed in Germany and the United Kingdom.
The first is H+S Aviation Middle East LLC, a P&WC Designated Overhaul Facility (DOF) located at the Abu Dhabi airport in the United Arab Emirates. Second, P&WC recently expanded the capabilities of its network of Mobile Repair Teams by welcoming Gulf Helicopters Company (GHC) as a Premium Service Provider for on-wing MRT and line maintenance services. GHC is based in Doha, Qatar.
Finally, Middle East customers have direct access to P&WC’s comprehensive maintenance programs such as ESP®, FMP® and the P&WCSMART portfolio for overhaul and replacement of older engines. They also benefit from 24/7 personalized service through P&WC’s two Customer First Centres and can leave comments, feedback or suggestions to further enhance P&WC’s products and services at firstname.lastname@example.org.
“Our objective is to provide unmatched customer service to our operators wherever they may be located,” says Swail. “Around the world, P&WC continues to invest in the reliability of its products and in the knowledge and expertise of its employees.”