SERVICES & SUPPORT Love Always.

Transcription

1

2 SERVICES & SUPPORT FIELD SUPPORT TECHNICAL SUPPORT FLIGHT OPERATIONS AIRCRAFT MODIFICATION MATERIALS MAINTENANCE TRAINING esolutions SERVICES & SUPPORT Love Always. Flybe AS United Kingdom Villepint France LOT AMS Poland Régional OGMA EAMS AAI France Portugal United States France & EgyptAir ME Lauderdale When one of our new Fort aircraft rolls off the line, it s hard for us tomorocco say goodbye. In fact, Egypt United States Tianjin China P Beijing China we don t. We owe it to our customers to stay involved. To ease its entry into service. Singapore And to help maximize its reliability and performance in concert with the overall Sao Jose dos Campos Brazil operation. As the Services and Support we TAPgroup ME of Embraer Commercial Aviation, NAC Brazil South Africa know and love our airplanes better than anyone. So we re in the best position to ensure that they Embraer always perform at their best, initially, and over the long term. Authorized Service Centers Parts EMBRAER LOCATIONS Through our eightspare service areas, we help ourworldwide customers succeed through greater And Technical Assistance efficiency, lower costs, and higher profitability all of which enables a more satisfying experience for their own customers. Our global Service and Support structure provides a prompt response mechanism for a full range of needs, including: field and technical support, material and spare parts, flight and maintenance operations consulting, aircraft upgrades and modifications, comprehensive crew and personnel training, and technical publications and esolutions. But as technical as we are, we re also very passionate about what we do. So our capacity to deliver a critical suite of services leads to warm and lasting FIELD TECHNICAL FLIGHT OP AIRCRAFT MOD M MAIN relationships with customers worldwide. And to direct participation in their success. For us, that s a continuing source of great pride. And joy. love what you fly ES

3 FIELD SUPPORT FIELD SUPPORT Providing conveniently accessible team assistance for all operational and technical issues to maximize customer performance. To assist with all aspects of customer operations including maintenance, flight operations, and replacement parts we have in place a proven team structure that facilitates solutions to technical and operational issues. The result is what every airline seeks to achieve: being competitive in the market, with lowest possible costs, and high aircraft availability and dispatch reliability. For great support, we field a great team.

4 Leading the four-position team is a Customer Account Manager (CAM) responsible for coordinating Embraer s product and service support commitments to the customer so as to ensure a smooth introduction of aircraft into service. Thereafter, the CAM addresses any aircraft-operation issues on a continuing basis. A Spare Parts Representative (SPR) assists the customer with the development of a comprehensive Recommended Spare Parts List (RSPL) and helps ensure that necessary parts and special tooling are in place and available for scheduled and unscheduled maintenance. We know the best customer service comes from being there, so another team member the Field Technical Representative (FTR) is stationed on site at the customer s main maintenance base for a contracted period of time during and after the entry into service period. The FTR provides valuable counsel on engineering and maintenance matters as a liaison with Embraer. Similarly, a Regional Technical Representative (RTR) handles routine technical inquiries, and maintenance and engineering issues, all with the benefit of Embraer s technical support structure. Bottom line, our technical knowledge of our own aircraft is unsurpassed. And so is our commitment to our customers in the field. FIELD SUPPORT

5 TECHNICAL SUPPORT TECHNICAL SUPPORT Serving technical needs through analytics, engineering expertise, and real-time monitoring of the fleet. Recognizing that immediate resolution of our operators technical issues is a high-stakes endeavour, we provide 24/7 access to our Return to Service Team at Embraer headquarters in São José dos Campos. The Center is staffed with engineering and technical experts who are both qualified and eager to address any question or problem when an airline calls for assistance. A constant state of readiness ensures the efficient delivery of authoritative counsel and information. Whatever the problem, whatever it takes.

6 Our technical support initiatives also include measures to monitor the health of the fleet so as to prevent issues that would affect aircraft availability. Our AHEAD and AHEAD PRO services provide real-time fleet health information useful in predicting potential failures and events that can often be addressed through preventive maintenance. As central repository for all Embraer operators reliability data, we can provide customized Reliability Analysis Reports that are invaluable in gauging an airline s operational efficiency. We re also well qualified to provide DVDR (Digital Voice Data Recorder) flight data analysis in the wake of unscheduled maintenance events such as a hard landing or flap overspeed. Our remote support can be augmented at the customer s discretion by arranging engineering assistance at the customer s own location. Either way, if you re our customer, we re here for you. TECHNICAL SUPPORT MAIN TEL EML rts@embraer.com.br

7 FLIGHT OPERATIONS FLIGHT OPERATIONS Supporting the efficiency and safety of airline operations through tailored solutions, consulting, supervision, and training resources. We know our operators are looking for solutions that support safe and mission, we provide resources that are useful in their daily pursuit of You ll love how we operate. optimized operations. Sharing their safety and efficiency.

8 Pilots, flight attendants, flight dispatchers and flight operations engineers benefit from a complete set of technical information that we have tailored for their use. We ve also developed flight operations videos to facilitate learning and understanding of specific subjects. Our integrated performance software tools allow an accurate, simple, and fast way to calculate aircraft performance for takeoff, landing, and other phases of the flight. We also offer special performance studies for particular operations, such as load and trim charts, turn analysis, contingency procedures, and economic cruise speeds. Special courses for pilots, flight operations engineers, and flight dispatchers are focused on all the important aspects of performance and weight and balance solutions. In concert with varying airline requirements, we also offer pilot leasing options, en route supervision, and contracts for continuous consulting in flight operations engineering. We believe every customer deserves our best, so we take pride in tailoring our services to meet their unique set of needs. FLIGHT OPERATIONS MAIN TEL EML opereng@embraer.com.br

9 AIRCRAFT MODIFICATION AIRCRAFT MODIFICATION Providing total execution and coordination of system upgrades for improved fleet performance and cabin modifications for enhanced onboard amenities. As the original designer and builder, we are well-positioned to modify and enhance our aircraft as customers needs evolve and as the competitive framework dictates. And we do so in a context of utmost efficiency and the highest standards of quality. Our scope of service can include virtually any modification to the aircraft, from the aesthetics and configuration of the cabin to fundamental aircraft systems. We make it like new. Again.

10 Cabin Modifications. In tune with the dynamics of our industry, we understand that refreshing airplane interiors and optimizing in-flight entertainment and connectivity systems is part of creating a cabin environment that drives customer loyalty. We provide a full range of interior modernization solutions with turnkey installation and integration and an emphasis on maximum returns from your investment. Examples of our most common modifications include passenger seating and re-pitch, passenger class conversion, class divider installations, interior finishes, in-flight entertainment system installations and upgrades, and newfeatures development. Aircraft System Modifications. As the Original Equipment Manufacturer (OEM), we can provide the complete solution for any modification. This includes all needed interface with approval authorities during the certification process, associated kits, and updates to relevant technical publications. All Embraer modifications are incorporated through officially recognized Service Bulletins, which contain the engineering procedure and parts required for implementation. When it comes to aircraft modification, no matter how far you want to take it, we re with you all the way. AIRCRAFT MODIFICATION

11 MATERIALS MATERIALS Ensuring availability and economy in parts and materials management for both scheduled and unscheduled maintenance. It s an oft-used expression, but it s true. As an operator, you seek material support solutions that enable you to have the right part, at the right place, at the right time. Providing those solutions is our mission, with an aim toward reduced investment and satisfactory confidence levels. The end result is maximized aircraft availability and business performance. Getting it right.

12 We provide effective systems for supplying materials as well as attractive choices for reducing investments through special spare parts programs. To realize our goal to provide outstanding customer support and prompt, friendly attention, we sustain a global network of integrated distribution centers. And our centralized Customer Response Center is accessible on a 24-hour basis. We know that keeping the fleet in the air is crucial to your success as an operator, and this reality drives our sense of urgency particularly for AOG situations in which every minute counts. As a single point of contact for all material management needs, we go beyond basic parts fulfillment and simple rental plans to provide innovative programs such as the following for material planning, logistics, and acquisition: Fleet-Hour Pool Program a part exchange and repair management program involving planned inventories both at Embraer and customer locations to maximize availability of essential components. Parts Consignment Program a program in which a mutually agreedupon inventory of expendable parts is stored at the customer s facility for a specified period of time. The benefit is immediate availability of expendable parts on a pay-as-used basis, plus an inventory fee. Embraer Collaborative Inventory Planning (ECIP) a sophisticated supply chain solution in which Embraer proposes and facilitates a minimum and maximum stock level for each covered component. These levels are based on the customer s ongoing inventory data and patterns of operation. MATERIALS MAIN TEL EML order.desk@embraer.com.br Embraer Parts Exchange Program (EPEP) an agreement in which Embraer exchanges serviceable parts typically overhauled or repaired for failed parts, and within the shortest possible lead-times. Customer Stock Optimization the benchmark of stock level optimization analysis, in which Embraer supports the operators in the identification of: opportunities to reduce stock levels; lack of investments; optimum stock levels based on customer operational demands. Total Support Package a single, comprehensive and integrated support solution focusing on material support, maintenance activities, and logistics and engineering services. Based on a flight-hour concept, the program minimizes investment in parts inventory and control, AOG situations, risk of surplus, maintenance costs, and turnaround times. Regardless of which program seems right for any given customer, the objective is the same: to ensure the availability of all necessary parts and materials economically, and without jeopardizing flight and maintenance schedules.

13 MAINTENANCE MAINTENANCE Shaping optimized maintenance solutions based on best practices for efficiency, safety, and effectiveness. Whether your requirement includes full support services or consulting on an as-needed basis, we are well qualified to help you achieve optimum performance, safety, and economy in your maintenance operation. Reduced maintenance costs and superior reliability are our goals from the early stages of aircraft development through all phases of service. Keeping the fleet in flight.

14 Maintenance services are available through our global network of authorized Service Centers, assuring that any Airworthiness Authority requirements are successfully addressed. We also provide extensive direct support for our operators internal maintenance operations, as typified in the following examples: Airline Maintenance Program Development preparation of an airline maintenance program to be submitted to regulatory authorities, and authoritative support of the operator during the approval process. Maintenance Plan Customization development of a customized maintenance plan, including cost-benefit analyses, bridging program, and evaluation of optimum scenarios to fit the operator s environment. Maintenance Cost Management Assessment comprehensive assessment of an airline s maintenance costs, including evaluation of management practices, accountability, maintenance expenses and efficiency related to maintenance operations for the customer s staffing levels. Lean Maintenance Implementation Support guidance in implementation of Lean principles in maintenance environments, focusing on identification and elimination of waste, with emphasis on continuous improvement, teamwork and employee involvement. MAINTENANCE MAIN TEL EML maintenance.cost@embraer. com.br MAIN TEL EML maintenance.support@embraer.com.br Maintenance Consulting counsel on an as-needed basis for such purposes as: maintenance contracts preparation, MRO performance, maintenance process audits, staff sizing, maintenance checks planning and assessments, maintenance evolution and optimization training, data analysis for plan updates, and ongoing maintenance Issues.

15 TRAINING Preparing crew, maintenance technicians, and operations personnel for the highest levels of competence. TRAINING Beginning in advance of the aircraft s introduction to the customer s fleet, our comprehensive training systems technicians, and cabin crew personnel. But we don t stop there; training continues throughout Service with class. ensure the initial qualification of various support programs for the our customer s pilots, mechanics, duration of service.

16 Committed to state-of-the-art training, we teamed up with a worldwide leader in aviation training FlightSafety International as our exclusive provider. Through FlightSafety, our customers have access to the entire training suite for our ERJ 145 family, including type-specific programs for pilots, maintenance technicians, and cabin crew. Together, we have been delivering these services using sophisticated training devices through a comprehensive Learning Centers network including U.S. facilities in St. Louis, Houston, and Dallas as well as in Paris, France. In 2010, we extended our partnership with FlightSafety to provide our customers with the largest pilot and cabin crew training infrastructure for our E-Jets family. The type-specific programs are delivered using a variety of high-end training devices, including full-flight simulators, cockpit procedures trainers, and door trainers. These E-Jets training programs are offered through a broader network of learning centers, including facilities in Amsterdam and Singapore as well as lead centers in St. Louis and Paris. Focused on providing the best maintenance training in class for our E-Jets family, Embraer delivers an enhanced type-specific program at our facilities in São José dos Campos. This program includes computer-based training, a parts training room, and visits to a prototype aircraft in order to deliver We also offer various specialized training courses, delivered by our own engineering department, in order to provide our customers with in-depth hands-on knowledge. Our specialized training portfolio includes programs for CMC usage, FHDB analysis, doors rigging, flight controls rigging, and more. As the Embraer and FlightSafety training team, we engage our highly experienced and qualified instructors, subject matter experts, and engineers to guarantee that our customers needs are met. We are driven by our commitment to a smooth entry into service. And to smooth operations for the life of your fleet. theoretical and practical knowledge to the trainees. TRAINING MAIN TEL EML comtraining@embraer.com.br

17 esolutions Deploying the Internet as the core communication channel for 24/7 collaboration and information exchange. As a company immersed in high technology, we re committed to the merits of web-based esolutions for our customers. That s because economy, and 24-hour access to support resources. All of our esolutions resources are backed by a depth of technical product knowledge that only Informed and in touch, online. esolutions they rightfully expect convenience, an OEM can provide.

18 Our host of web-based offerings includes: Technical Publications searchable online maintenance technical publications, including subscriptions for automatic updates. Available for download and as hard copies. Performance Software for use by flight operations to calculate airplane performance and/or for weight and balance. AHEAD and AHEAD PRO daily real-time fleet health information useful in predicting potential failures and events that can often be addressed through preventive maintenance. FLD Troubleshooting an online fault isolation manual to accelerate your troubleshooting process in the field. e-forum an online forum among Embraer operators to share knowledge and ideas about our products and services. Parts E-commerce access that lets you search out and purchase parts on-line. E-Pool allows you to request parts under pool program coverage, track orders, and manage damaged parts return information. Download Center access to searchable indexes to downloadable videos, reports, and software. GSE On-line access to searchable index to downloadable Ground Support Equipment drawings. Our esolutions have been very well received by our customers and will continue to be even more robust in the future. After all, we remain the most authoritative source of information on our commercial aircraft. And the Internet is always open. Order Tracking allows you to check status of purchase orders, invoices, back orders, and part number history. SPEC2000 Integration allows you to streamline your purchasing process with the B2B transactions and XML messages (scope of SPEC2000 integration). esolutions MAIN TEL [24/7] EML

19 SERVICES & SUPPORT FIELD SUPPORT TECHNICAL SUPPORT FLIGHT OPERATIONS SERVICES & SUPPORT AIRCRAFT MODIFICATION MATERIALS MAINTENANCE le videos, TRAINING Flybe AS United Kingdom esolutions nd Support OGMA Portugal EAMS United States Fort Lauderdale United States ry ers more we e r e Villepint France LOT AMS Poland Régional AAI France France & Morocco EgyptAir ME Egypt Tianjin China PR Beijing China PR Singapore Sao Jose dos Campos Brazil TAP ME Brazil NAC South Africa Embraer Authorized Service Centers Spare Parts And Technical Assistance WORLDWIDE EMBRAER LOCATIONS FIELD SUPPORT TECHNICAL SUPPORT FLIGHT OPERATIONS AIRCRAFT MODIFICATION MATERIALS MAINTENANCE TRAINING ESOLUTIONS love what you fly MAIN TEL / 3556 EML commercial@flyembraer.com

20