EXPERTISE YOU CAN TRUST A LONG HISTORY OF

Transcription

1 EXPERTISE YOU CAN TRUST A LONG HISTORY OF P&WC s Customer Service network

2 YOUR ENGINE HAS OUR NAME ON IT PRATT & WHITNEY CANADA We are proud to build dependable engines and to maintain them. We ve committed to provide our customers with higher-asset value and life-extending, money-saving repair schemes and support packages that no one else can offer. And for specific high-cost components, we are proud to make repairs that no one else in the industry can make. As the engine manufacturer, Pratt & Whitney Canada wrote the book on maintenance, repair and overhaul. Nobody can get more performance and dependability out of your engines for you than we do. P&WC s Dependable People P&WC proud 1

3 P&WC s Customer Service network PROVIDING CUSTOMER VALUE It s not just about price; it s about quality that enhances your aircraft s reliability today and its residual value tomorrow. Quality that keeps your engines on-wing longer so that you keep your promises to your customers. Quality that minimizes service disruptions and their impact on both your budget and your reputation. Quality, born of superior technical know-how, in the hands of people who are serious about service and who can bring the full resources of every P&WC engineering discipline to resolve your issue. Quality assured by the fact that our own reputation rides with you and your P&WC engines every day. 2

4 a long history of expertise you can trust P&WC s Customer Service network Our experts can provide you with up-to-date information or technical assistance anytime; anywhere you may have a need. Customer First Centre 24 / 7 / 365 Access Field Support Representatives On Every Continent Customer Engineers In-house Technical Resources Advanced Diagnostic Services Knowledge is Power P&WC technical support 3

5 Customer First Centre 24 / 7 / 365 Access P&WC customers enjoy around-the-clock access to all P&WC resources via our Customer First Centre, a rapid-response control centre staffed by a multidisciplinary team of experts from across all key P&WC services. This service is available twenty-four hours a day, seven days a week, three hundred sixty five days a year. Technical personnel staff the Customer First Centre in both Longueuil and Singapore and have access to an array of P&WC world wide logistics-support systems and information. Our experts can provide you with up-to-date information or technical assistance anytime or anywhere you may have a need, from Aircraft on Ground (AOG) / critical emergency services to technical / main tenance consult ation. Our Customer First Centre handles over 100,000 customer interactions per year, all of which are resolved to get your aircraft back into service. Whatever the issue, we will resolve it, fast. Field Support Representatives On Every Continent Over 100 P&WC field support representatives (FSRs) are located around the globe, ready to provide you with on-site assistance. Our FSRs are your day-to-day resource with whom you can discuss technical matters pertaining to your engine and its interaction with the airframe, along with any other support requirements you may have. The FSRs strive to meet all of your operational needs while also recommending improvement initiatives by capitalizing on the extensive expert resources and experience found within P&WC. We are dedicated to providing you with expert guidance on how to keep your engines operating trouble free. 4

6 Customer Engineers In-house Technical Resources Teamed with the FSRs are the Customer Engineers. These in-house specialists handle issues referred from the field. This team of experts has full access to P&WC s 16 engineering disciplines to generate solutions to any challenge presented. These specialists have a proven track record in managing ongoing product improvements ensuring that in-service targets regarding reliability, durability and operating economics are achieved. Advanced Diagnostic Services Knowledge is Power Our advanced diagnostic services provide you the information you need to better manage maintenance decisions proactively. This service provides you with integrated solutions for acquiring, downloading and analyzing critical engine-performance data. It can also provide you with up-to-the-minute operational, trending and engine-health data from every engine in your fleet. All can be downloaded automatically after each flight with no operator intervention required. The system organizes and presents trend data that would normally take hours to tabulate and process. It provides you with invaluable and actionable information for your maintenance planning. It also validates your own experience and judgment for better decision-making. Data can also be reviewed by our Designated Analysis Centre, CAMP International, to detect trend shifts, exceedances and events for your peace of mind. 5

7 P&WC MAINTENANCE SUPPORT a long history of expertise you can trust P&WC s Customer Service network The time tested reputation of P&WC s Customer Service Network of repair and overhaul facilities offering you a complete menu of maintenance solutions. Repair and Overhaul Services A Worldwide Network of Support Facilities Regional Service Centres Support Where You Need It, Close to Home Mobile Repair Teams On Site Service Support Component Repairs Industry Leader in Parts Repairability Accessories Services Simplifying Accessories Maintenance P&WC Leasing Engine Rentals, Exchanges and Sales Spare Part Sales & Exchanges Providing Solutions, Not Just Parts 6

8 REPAIR AND OVERHAUL SERVICES A worldwide network of support facilities Protect your investment with the time-tested reputation of P&WC s Customer Service Network of repair and overhaul facilities offering you a complete menu of maintenance solutions. As an OEM, we offer you a unique advantage, the confidence that your engine is in the hands of the people who know it best. People who are committed to doing the job right. We administer a worldwide network of support facilities, including our own Service Centres. With over 35 years of maintenance experience, in addition to our 85-plus years of operation, we have the people, the technology and the processes to provide you with precision service craftsmanship that sets the industry standard. Bring your engine home to P&WC for repair and overhaul, and you get OEM parts, durable repaired parts, the latest product improvements and work done to the highest-quality standards, ours. Facilities and capabilities: St-Hubert, Quebec, Canada PT6A, PT6B, PT6C, PT6T, PW100, PW150, PW200, PW600 Bridgeport, West Virginia, USA PT6A, JT15D, PW300, PW500 Singapore PW100, APS3200 Ludwigsfelde, Germany PT6A, PW200, PW300, PW500 Each of these facilities has multiple test cells to compile and analyze engine data to give you the assurance that your engine is running as it should. REGIONAL SERVICE CENTRES Support where you need it, close to home In addition to the repair and overhaul facilities, P&WC has an international Regional Service Centre network that provides hot section inspections (HSIs), repair services including power section and lowcompressor fan repairs, borescope inspection, line maintenance, trouble shooting and MRT support. Burlington, Vermont, USA PT6A, JT15D, PW300, PW500, PW600 Atlanta, Georgia, USA PT6A, JT15D, PW100, PW300, PW500 Wichita, Kansas, USA PT6A, JT15D, PW300, PW500 Long Beach, California, USA PT6A, JT15D, PW100, PW500, PW600, PW901A Sorocaba, Brazil PT6A, JT15D, PW100, PW200, PW300, PW500 Luton, United Kingdom PT6A, PT6T, PT6C, JT15D, PW100, PW300, PW500, PW600 Battle Creek, Michigan, USA PT6A, JT15D, PW500 : Fly-in Facility 7

9 P&WC mrt s available 24/7 Mobile repair teams on site support and service Our mobile repair teams (MRTs) will come to you to provide regularly scheduled or emergency field maintenance support at your location. For certain maintenance requirements where it is more practical and economical, we are able to travel to your location. Within a matter of hours, we are able to dispatch MRT support that can undertake the required maintenance. This enables you to return your aircraft into service as soon as possible, with minimal disruption to your operation. In addition to our MRTs located at our Overhaul Centres and Regional Service Centres in United States, Singapore, Germany, United Kingdom, Brazil and Canada, we have teams located in: Chicago (Illinois), Greensboro (North Carolina), White Plains (New York), Jacksonville (Florida), Houston (Texas) and Sacramento (California). Services include: engine troubleshooting, engine condition survey, hot section inspection, power section repair, engine removal and installation, fan vibration survey and balance, accessory changes, borescope inspections, engine rigging assistance. 8

10 Component Repairs Industry Leader in Parts Reparability Our Component Repair facilities involved with component repairs minimize part replacement by repairing components and reducing your costs. We offer a full complement of services, including engine maintenance manual-level repairs and extended specialized repairs. We develop new processes and technologies for restoring otherwise scrap components to serviceability. Our facilities have access to all P&WC repair schemes, OEM certification for factory authorized repairs, full workmanship warranty and menubased flat-rate repair pricing. P&WC a proven approach 9

11 ACCESSORIES SERVICES Simplifying Accessories maintenance P&WC is a world-class industry leader in accessories maintenance and supports the repair and overhaul of all P&WC engine-mounted accessories regardless of the manufacturer. Our Accessories Services has over 125 multi-skilled technicians who are fully trained to ensure the highest-quality standard. All test rigs are the latest technology and maintained to the latest industry standards of calibration and accuracy. All this equates to providing you with an easy one-stop maintenance solution for all your accessory requirements with a focus on speed, quality and reliability. 10

12 P&WC Engine rentals, Exchanges and sales P&WC LEASING Available for Quick Response We keep the industry s largest pool of P&WC rental and exchange engines on hand, deployed strategically throughout our global network. So when you need an engine, we re ready to respond efficiently and get you back in the air quickly whenever and wherever required. We offer a wide range of services to satisfy your requirements when your engine is being maintained at one of our facilities, including: > Engine rentals to support your engine event at one of our facilities > Engine exchanges, where your core is exchanged for an engine from our strategic inventory > A Fleet Enhancement Plan, which offers a new engine in exchange for a core engine of the same model at an attractive price and providing all the associated benefits of a new engine > New and used engine sales > A Converter Engine Program, which offers a new more powerful engine model in exchange for your core engine through an engine conversion program. Engines are OEM-maintained and typically with low hours. Rental-engine service is available 24 hours a day to ensure full support for all urgent requirements. 11

13 SPARE PART SALES & EXCHANGE Providing Solutions, Not Just Parts Our P&W Component Solutions operating unit specializes in the exchange and sale of new and used serviceable components and accessories and providing program-specific consumables kits. We are also able to send you parts to support your AOG requirements on a 24-hour-a-day, seven-day-a-week basis through our Parts Distribution Centres or the P&WC Customer First Centre. These parts are inspected and refurbished as necessary, per the P&WC manuals, to be able to provide you with a fully refurbished and serviceable part at a reduced cost. All material supplied is completely traceable, certified and ready for use in either foreign or domestic applications. Our Parts Distribution Centres carry an extensive inventory for all P&WC engine series. The ability to locate material and pull it from the entire P&WC global network helps position our response as best-in-class. 12

14 a long history of expertise you can trust P&WC s Customer Service network P&WC offers innovative programs with the customer in mind including a full range of training and high-quality technical manuals and warranties. Simplifying Engine Maintenance and Financial Planning Tailored Pay-per-Hour Fleet Maintenance Plans (FMP ) Pay-per-Hour Corporate Maintenance Plans (ESP ) Warranty Better Coverage for Greater Peace of Mind Customer Training A World-Class Level of Instruction Publications On-line Manuals and Revision Services P&WC commercial support 13

15 TAILored pay-per-hour fleet maintenance programs Providing operators predictability Our airline Fleet Management Program (FMP ) provides you with predictable costs associated with engine maintenance and minimizes your effort in the management of your engines. Our various programs are tailored to your operation and establish a stable, simplified engine-management and financial-planning tool to guarantee your engine maintenance cost and logistics support. These customized programs allow you to smooth out maintenance expenses and maintain the residual value of your investment. You simply pay a guaranteed hourly rate per engine flying hour. FMP 14

16 pay-per-hour corporate maintenance plans Plans to Fit Your Needs Choose from four Eagle Service Plans (ESP ). The plans are priced at a fixed rate per flight hour, which is based on the coverage level selected. You pay a monthly amount based on the number of hours you fly in a given month multiplied by the applicable dollar rate per hour. With the ESP program, engine maintenance expenses become more predictable as they become stabilized to the level of aircraft use. Budgeting and forecasting becomes much simpler. These plans significantly reduce the risk of unscheduled high-cost surprises and remove the variability in the cost of major scheduled engine maintenance. They are fully transferable and industry recognized, therefore enhancing aircraft resale value. ESP 15

17 warranty Better Coverage for Greater Peace of Mind We have maintained the reputation of offering the most comprehensive protection in the industry. To give you peace of mind, we offer various types of commercial support, such as New Engine Warranty, Primary Parts Service Policy, Extended Engine Service Policy, Commercial Support Programs and a benchmark Workmanship Warranty, which provides protection through to the next time between overhaul interval. We also ensure that any applicable warranty credit is obtained for your engine while it is being serviced at one of our facilities. CUSTOMER TRAINING A World-Class Level of Instruction We have provided training for over 44 years to more than 65,000 students. To further enhance your training experience, we have partnered with FlightSafety International to increase our global footprint by offering instruction at 12 engine training centres around the world. Courses are taught by qualified instructors with strong technical backgrounds who are skilled in providing the theory and practical elements that are now required by most regulatory agencies. Our training program enables you to do more of your maintenance in-house, increasing your control and autonomy. These courses create resident experts who return to your facility, ready to share their knowledge with their colleagues. Because of better decision-making and troubleshooting skills, these experts can identify maintenance issues and resolve them rapidly keeping your engines in service. 16

18 publications On-line Manuals and Revision Services We provide high quality technical manuals in a variety of media, including a newly developed online portal where you are able to view and download publications and bulletins, purchase a publication, access a listing of your previous orders and their status, view a listing of quotes you have requested, view a listing of your current subscriptions, check for expiry dates and revision status and even access engine diagnostic tools for selected engine models. 17

19 ENVIRONMENT greener technologies for greener skies We want you to fly free of carbon taxes and airport sensitivities. We want all of us to operate with greener technologies, knowing that we re doing our best for generations to come. P&WC is leading the way in the development of greener technologies, manufacturing methods and maintenance procedures. The results to date are quieter, more fuel-efficient engines that produce fewer emissions. Engines that make you welcome at more airports around the world and help you reduce carbon taxes and noise penalties. Where it s economical, we are injecting environmentally friendly technologies in our engines in service as they come into the shop. And we re making our maintenance processes cleaner and greener, replacing chemical baths with water jets and implementing closed-loop systems, oil recycling and other initiatives aimed at reducing industrial waste. We have installed our first waste-treatment facility, and we have nearly eliminated the carbon dioxide produced by our cooling system. That s just the beginning. We are committed to doing more. 18

20 NOORDZEE medivac No effort spared, no moment wasted, no finer moment for p&wc s distribution network When a fault code threatened to ground Belgium s Noordzee s medivac helicopter, P&WC s Customer First Centre, field support representative and Parts Distribution Centre swung into action. Orchestrating a finely tuned process, P&WC shipped a replacement part from its Parts Distribution Centre in Holland and installed it on the aircraft, putting Noordzee back in the air again in record time. Clients lives depend on Noordzee s medivac services, and Noordzee s medivac services depend on P&WC support. buddha air SOARING PEAKS, A SPECTACULAR VIEW AND A SPARE SET OF EYES FOR BUDDHA AIR p&wc what our customers are saying Customer Service network With 30 tourist-packed flights daily, Buddha Air s pilots keep busy, especially as they cruise along the face of Mount Everest. The view is spectacular from the cabin and the cockpit, where Visual Flight Rules are in play. Fortunately, there s a third set of eyes on-board: Pratt & Whitney Canada s engine monitoring system. Its advanced diagnostic capability instantly spotted an over-temperature condition on a recent flight, allowing Buddha Air to correct it before it became a problem. Explorers the world over depend on Buddha Air to scale Mount Everest and Buddha Air depends on P&WC s advanced diagnostic systems to keep its engines at their peak performance. 19

21 Australian helicopter A remote location, a critical mission and time-sensitive maintenance to be performed When the time came for its 2,500-hour clutch inspection, Australian Helicopter faced a logistical nightmare. The operator performs critical missions for Australian Customs and Immigration from its remote base on Thursday Island, off Australia s northern coast. Typically, engine removal, shipment and work at the shop would take two months. But with one call to Pratt & Whitney Canada s Customer First Centre, the parts and tooling for the PT6T engine were dispatched, along with a mobile repair team. Instead of spending two months on the ground, Australian Helicopter was back up and on patrol after just two days. air methods Variable missions, unique needs, a tailored solution Performing Air Methods emergency medical services takes true flexibility. Given the variable mission profile and uneven annual utilization, so does locking in Air Methods engine-maintenance costs. Pratt & Whitney Canada s Fleet Management Program (FMP ) met the challenge and tailored a pay-per-hour rate that was not affected by fluctuations in mission profiles while guaranteeing engine operating costs. Meeting customers needs often requires flexibility, simplicity and ease of management. For that, you can depend on P&WC. Australia depends on Australian Helicopter to keep its coast secure. And to succeed at that mission, Australian Helicopter depends on P&WC. tropic air SHORT HOPS, LONG TBOs, OUT-OF-THE-BOX THINKING AERO-dienst A plane on the ground, a life at stake, a dependable service plan Central America s Tropic Air had an expensive problem. With flight lengths of 10 minutes, its aircraft engines were cycling out before scheduled overhaul intervals were reached. Fortunately, the Pratt & Whitney Canada Customer Service Network team came up with a unique solution: a highly customized plan that exchanged mid-life engines with new engines, providing unprecedented financial and operational benefits. One s success in business depends on creative thinking. For that, you can depend on P&WC. When air-ambulance service Aero-Dienst found itself grounded in Gander, Newfoundland and Labrador, the situation was more than frustrating; it was life threatening. Its engine issue would prove to be minor, but with no qualified mechanics or parts on site, the medical team was facing a critical delay. Desperate, they contacted Pratt & Whitney Canada s Eagle Service Plan team. Within hours, despite a major snowstorm, a fully equipped mobile repair team and the required parts were dispatched by charter aircraft, and the flying doctors were soon flying again. Lives depend on Aero-Dienst s airambulance rescue missions. That is why Aero-Dienst depends on P&WC. 20