Worldwide Customer Service S-76 Customer Support Program

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1 Worldwide Customer Service S-76 Customer Support Program

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3 EXECUTIVE OVERVIEW Thank you for considering us for the fulfillment of your rotorcraft needs. It is our philosophy that the relationship between an aircraft manufacturer and its customers is only beginning at aircraft delivery. We at Sikorsky Aircraft Corporation are dedicated to keeping your needs in mind and our products and services at your disposal. From the part you need to the question requiring an answer, we are at your service to ensure that your S-76 continues to provide optimal performance. We provide an integrated team of service professionals that will make your investment in the S-76 even more worthwhile. Through our Customer Service Managers, Field Service Representatives and Customer Service Engineers, our specialists are ready to address ALL of your S-76 needs wherever, whenever and however they develop. Our most common customer inquiries typically involve material support. Helicopter Support, Inc. (HSI), a wholly-owned subsidiary of Sikorsky Aircraft Corporation, handles your material support needs. HSI carries the most extensive inventory of S-76 spare parts and unit-exchange components in the industry, and is capable of shipping to you anywhere in the world at anytime. Our Overhaul & Repair Center, a FAA/JAA-certified repair facility, represents a significant component of our Worldwide Customer Service organization. It supports virtually every customer of our vast product line throughout the lifecycle of each aircraft platform. Your S-76 is in good hands with these service professionals, who know your aircraft the best. We understand that in order for an aircraft to be of most use to you, your people must be trained in its operation and maintenance. We assist in this process through our training programs. Through our partnership with Flight Safety International to provide pilot and maintenance training, Flight Safety's Sikorsky Learning Center represents a combination of unsurpassed simulator technology and highly qualified instructors in a pleasant and professional environment conducive to efficiency and productivity. Through our similar partnership with Turbomeca, engine maintenance training is provided at their facility. 3

4 It is imperative that S-76 operators be aware of the operational procedures and maintenance requirements of their aircraft. Understanding this, we will supply two sets of ATA-100-compliant technical publications and supplemental documentation to ensure the optimal performance of your S-76. We will also provide revision service at no cost for the initial two (2) years of operation and lifetime Alert Service Bulletin updates. As we continue into the 21st Century, new technologies will make our lives easier and less cumbersome. For the helicopter operator, this should also be true. Therefore, Sikorsky offers HELO- TRAC RLTM, a state-of-the-art tracking system that allows an operator to keep a track of maintenance and inventory schedules in a convenient and logical manner. Sikorsky offers a number of Optional Support Programs for the S-76, which provide you with a variety of support options. These programs collectively cover your major and most common maintenance needs and are designed to allow you to more effectively plan material support costs while reducing the investment required for tools and materials. Our aircraft have what it takes to stand the test of time. To back up this commitment, we provide with all new S-76s a comprehensive warranty covering 2 years or 1,000 flight hours, whichever occurs first. We also offer warranties covering our new and overhauled parts when you come to us for your support needs. Sikorsky Aircraft Corporation has invested millions of dollars in equipment and personnel in order to serve your needs best. As a leader in the helicopter industry, we are committed to providing you with excellent support. 4

5 TABLE OF CONTENTS Executive Overview 3 Your Technical Support Team 6 Material Support 7 Training 9 Publications 11 HELOTRAC RLTM 13 Optional Support Programs 14 Warranty 16 5

6 YOUR TECHNICAL SUPPORT TEAM When you own an S-76, technical support is only a telephone call away. If any issue or concern arises, we are ready to lend a helping hand. Members of your support team are located at Sikorsky s manufacturing facility in Stratford, Connecticut and in the field in satellite locations throughout the world to serve you in person. Customer Service Managers Your Customer Service Manager (CSM) is located at Sikorsky s manufacturing facility. Your CSM is the primary point of contact for your aircraft issues. Your CSM is responsible for the delivery of your aircraft support package to you (including training, publications, ground support equipment, and spare parts). We would assign your CSM based on the location of your base of operations. Field Service Representatives Sikorsky s Field Service Representatives (FSRs) are ready to serve your technical aircraft needs and are available to answer your technical questions as they arise throughout your ownership of your S-76. The FSR, located at a satellite office near you, is available to answer questions concerning aircraft maintenance and operation. They will make courtesy visits and provide in-person support at your aircraft site(s) upon your request. Customer Service Engineers Customer Service Managers and Customer Service Engineers, located at our manufacturing facility in Stratford, Connecticut, are available to answer your questions and serve your needs. Customer Service Engineering, available 24 hours a day, 7 days a week, is capable of providing answers to your technical questions and supporting your needs. Customer Service Engineers, located at Sikorsky s manufacturing facility, provide technical support to both the FSRs and to you when you need them. Their services include assistance in troubleshooting complex systems, interpretation of technical publications or inspection requirements, structural repair design, modifications and upgrades, and any other technical service required to support your daily operational and longer term requirements. Customer Service Engineering is available 24 hours a day, 7 days a week and will handle your inquiries and resolve your issues in a professional and timely fashion. 6

7 MATERIAL SUPPORT The S-76 material support team provides you with economic and comprehensive support. Members of Sikorsky s Overhaul and Repair Center, as well as expert professionals at Sikorsky s subsidiary, Helicopter Support, Inc., will address your material needs. Helicopter Support, Inc. (HSI) Helicopter Support, Inc. (HSI) is a wholly-owned subsidiary of Sikorsky Aircraft Corporation. HSI is Sikorsky s distribution center for S-76 logistics and material. From spares support and overhaul and repair services to the Worldwide Maintenance/ Distribution Network, HSI is fully capable of supporting the material needs of your S-76 aircraft. HSI has full access to Sikorsky's facilities, and Sikorsky s authorization to use Sikorsky personnel, production inventories and equipment where required when supporting customer field requirements. Spares HSI carries the most extensive inventory of S-76 spare parts and unit-exchange components in the industry. HSI can ship to you, anywhere in the world, at anytime. For AOG (Aircraft-on-Ground) orders, HSI can ship your order within hours of receipt. Overhaul and Repair/Maintenance Services HSI performs component overhaul and repair, bonding and balancing. The FAA-certified repair facility provides service for rotor heads, gearboxes, certain hydraulic components, hoists, electrical components, and drive shafts. HSI also offers Field Maintenance Services to local operators of any type of helicopter either at its hangar facility in New Haven, Connecticut or at the operator s facility via its Mobile Maintenance Program. Worldwide Maintenance/Distribution Network HSI has maintenance/distribution centers worldwide. Each maintenance center conducts scheduled maintenance procedures and any repairs at your request. Each center can process and support Sikorsky customer warranty claims. See the S-76 Maintenance/Distribution Network map on the next page. 7

8 MATERIAL SUPPORT S-76 Maintenance/Distribution Network ACRO Aerospace Richmond, British Colombia, Canada Distribution Center H.S.L./Sikorsky Aircraft Corporation Stratford, Connecticut, USA Maintenance & Distribution Center Copterline OY Helsinki, Finland Maintenance Center Israel Aircraft Industries (MATA) Tel Aviv, Israel Maintenance Center JAMCO Corporation Tokyo, Japan Maintenance Center HELIPRO International Bellingham, Washington, USA Maintenance Center Air Hanson Engineering, Limited London, United Kingdom Maintenance & Distribution Center Aero Asahi Corporation Tokyo, Japan Maintenance & Distribution Center Keystone Helicopter Service West Chester, Pennsylvania, USA Maintenance & Distribution Center ST. Aerospace Engineering Singapore Maintenance Center Sikorsky s Overhaul & Repair Center Sikorsky s Overhaul & Repair (O&R) Center supports the S-76 product line throughout the life cycle of each aircraft. Both the Federal Aviation Administration and the Joint Aviation Administration have certified Sikorsky s Overhaul and Repair facility. The facility also gained ISO 9001 certification in The O&R team is a group of highly motivated individuals working to provide the highest quality services and workmanship within our products to support you when you need them. An extensive functional team of Engineering, Quality Assurance, and logistic professionals supports Sikorsky s highly trained and experienced technicians. Our Overhaul & Repair Center, a FAA/JAA certified repair facility, represents a significant component of our Worldwide Customer Service Organization. It supports virtually every customer of our vast product line throughout the lifecycle of each aircraft platform. O&R s material forecasting and spare parts shelf-stock minimizes your repair turn-rates and downtimes. You can measure the results in improved aircraft availability, readiness rates and cost savings. HSI manages all S-76 services provided by Sikorsky s Overhaul and Repair Center. 8

9 TRAINING Flight Safety's Sikorsky Learning Center represents a combination of unsurpassed simulator technology and highly qualified instructors in a pleasant and professional environment conducive to efficiency and productivity. Sikorsky is partnered with internationally renowned training provider, Flight Safety International, to present you with worldclass training on the operation and maintenance of your S-76 aircraft. We conduct training (unless otherwise noted) at Flight Safety s West Palm Beach, Florida facility. Our seasoned staff of instructors will work with you to customize any instruction to suit your personal needs. With each S-76 that you purchase, you may send two people to each of our pilot, maintenance, and Turbomeca engine training courses. You may train additional staff for additional cost. Pilot Training Flight Safety's Sikorsky Learning Center delivers efficient and productive pilot training through its FAA certified, fullmotion simulator. Your pilots will receive comprehensive training on aircraft operation that includes classroom lessons, hands-on practice in a FAA-approved, full-motion simulator, and actual flight time in your S-76. Technician (Maintenance) Training To bring the technician s class "to life," we train on an actual S-76 trainer aircraft. We supplement these real-world experiences with traditional classroom instruction. Turbomeca Engine Training (For 1S, 1S1 or 2S1 Arriel Engines) With the use of an S-76 trainer aircraft, Flight Safety will give your maintainers the practical training experience they need to keep your S-76 in optimal condition. These courses familiarize students with the basic principles and operation mechanics of gas turbine engines. Turbomeca holds the courses in Grand Prairie, Texas and Tarnos, France. 9

10 TRAINING Composite Material Repair Training (Optional) In this class, your technicians will learn to maintain the composites present on an S-76 aircraft (including KEVLAR, polyamide, fiberglass, and graphite). At your preference, we conduct classes at Sikorsky s manufacturing facility in Stratford, Connecticut or Flight Safety International in West Palm Beach, Florida. At your option, we provide Composite Material Repair Training to assist your maintainers in the repair of all composite material on your S

11 We keep our customers informed of any safety issue, product improvement, or new information that is relevant to the proper operation and maintenance of their S-76 investment. Technical Manuals We support our standard S-76 aircraft with a full suite of technical manuals that are compliant with Air Transportation Association (ATA) specification 100, revision 34. Publications are written in the English language. These manuals will guide your operators and technicians in aircraft flight, maintenance, and repair. You will receive the following manuals: PUBLICATIONS Technical manuals, including CD-ROM manuals, help to ensure the optimal performance of your S-76. FAA/CAA Approved Rotorcraft Flight Manual - Pilot information including performance data, operating instructions and weight and balance Flight Check Procedures Manual - Flight check information for pilots Maintenance Manual - Maintenance procedures Airworthiness Limitations and Inspection Requirements Manual - Airworthiness Limitations, scheduled and unscheduled maintenance checks Wiring Manual - Wiring Identification Lists Illustrated Parts Catalog - Identification/ordering data for airframe parts Composite Materials Manual - General composite repair instructions; main and tail rotor blade inspection, accept/reject criteria, repair limits Structural Repair Manual - Airframe repair data Options/Peculiar - Customer Options Data Packages Supplier Technical Manuals (if applicable) Arriel 2S1 Engine Maintenance Manual Arriel 2S1 Engine Illustrated Parts Catalog For each aircraft that you purchase, you will receive two complete sets of manuals, as well as a complimentary two-year revision service for those documents.* As an option, you can choose to receive your data digitally on CD-ROM. Your Sikorsky Aircraft Corporation representative can provide you with additional information regarding the availability of CD-ROMs for your aircraft model. *After two years, you may renew your revision service (in three-year intervals) for an additional charge. 11

12 Additional Documentation PUBLICATIONS For as long as you own your aircraft, Sikorsky Aircraft Corporation will keep you abreast of: any urgent aircraft data, including safety issues (via Alert Service Bulletins and Temporary Revisions) important product modifications or maintenance recommendations (via Customer Service Notices) information unique to your S-76 s installation or maintenance requirements (via Special Service Instructions). Turbomeca Engine Service bulletins (for the Arriel 2S1 engines) 12

13 HELOTRAC RL System is an optional, state-of-the-art Maintenance Management System that provides you with an efficient way to manage aircraft information and a convenient method of monitoring maintenance and operations. Whether you own a single S-76 or an entire fleet, the HELOTRAC RL is an essential addition for expert maintenance management! HELOTRAC RL Maintenance Management Software The HELOTRAC RL software is composed of three components. HELOTRAC RL TM Maintenance XG This component records your aircraft s configuration, history and status. It keeps logs of any maintenance activity (in a single spot), that any system user can view. The Maintenance XG component will link you directly from scheduled maintenance requirements into Sikorsky s revolutionary Interactive Electronic Technical Manual (IETM). In the IETM, you can view the maintenance instructions, as well as helpful illustrations, animations and video clips from an on-line "library." The HELOTRAC RL system helps you manage your maintenance, inventory, and scheduling requirements in a convenient and logical manner. Inventory XG Check shelf stock, assess your ordering needs and review pertinent warranty information using this HELOTRAC RL component. Never again be caught empty-handed for parts or store unnecessary stock. With the Inventory XG, maintain control over your warehouses from a central location! Scheduling XG Whether you re managing passengers or cargo, you can use this HELOTRAC RL component to establish itineraries, assign aircraft and crew members, monitor travel expenses, and track your aircraft s usage. 13

14 OPTIONAL SUPPORT PROGRAMS The Optional Support Programs like the Tool Loan Program are designed to allow you to more effectively plan material support costs while reducing the investment required for tools and materials. Some of these programs replace the traditional warranty Powertrain Assurance Program Summary: A fixed-rate exchange program for main, intermediate or tail gearboxes that require removal (scheduled or unscheduled) during normal operating conditions. This program replaces the traditional warranty. Program Details: 1. Sikorsky determines a flat rate that coincides with your S-76 s flight hours. 2. You would pay the flat rate monthly. Eligibility: All S-76 owners. Spares Exchange Program Summary: A program which allows you to exchange non-functional components for functional components for a set exchange price. This program minimizes your spares investment and operational costs by preventing you from waiting for your part to be repaired or overhauled. This program is managed by HSI. The Powertrain Assurance Program is a fixedrate exchange program that reduces your inventory and repair cost through the exchange of your main, intermediate or tail gearbox. Program Details: 1. Contact HSI for quotation. 2. HSI will ship a replacement unit to you upon receipt of order. You must return the core unit within thirty (30) days. Eligibility: All S-76 owners. 14

15 OPTIONAL SUPPORT PROGRAMS "Loaner" Blade Program Summary: This program allows you to lease "loaner" blades from HSI. Program Details: 1. We will send you a loaner blade while we repair your blade. 2. You would pay a fixed hourly rate for blade usage and shipping. Eligibility: All S-76 owners. Tool Loan Program Summary: A program, jointly run by HSI and Keystone Helicopter Corporation, which allows you to rent specialized tools that are not commonly used in daily maintenance. The "Loaner" Blade Program allows you to lease blades on an hourly rate while your blades are being overhauled or repaired. Program Details: 1. HSI/Keystone determines a rental fee and return date for the tool. 2. You would pay the rental fee and shipping. Eligibility: All S-76 owners. 15

16 Sikorsky Aircraft Corporation stands behind its products 100%. Through its warranties, Sikorsky assures customers that its products will stand the test of time. In addition, you may choose to purchase optional support programs that provide you with additional coverage for your aircraft. Your S-76 Warranty WARRANTY Equipment Warranteed (Under normal use and service) Duration of Warranty One Year Two Years Or... Stipulations New Aircraft After Title Transfer 1000 Hours of Operation Whichever Occurs First New Spares/Newly Manufactured Goods From Ship Date Overhauled/ Repaired Parts (Including Spares Exchange Program From Ship Date 1000 Flight Hours Whichever Occurs First NOTE: Sikorsky does not warranty engines or avionics, navigation, or communications equipment. The original equipment manufacturers warranty these items. 16

17 EPILOGUE From Igor Sikorsky s pioneering spirit emerged the beginnings of the world s foremost helicopter company. That pioneering spirit lives on today in our products, our service, and our people. Our industry is based on steady change: technology developments, rising customer expectations, and increased competition. From the inception of the helicopter, Sikorsky Aircraft Corporation has been the leader supporting our products. We are committed to constantly improving ourselves to better serve you and will continue to be the leader in product support as we meet your needs in the 21st Century. Our world-class team provides you with around-the-clock service that s innovative, cost-effective, and of the highest quality and value. We have a dedication to understanding our customers, knowing what they need to succeed, and supporting that need with quality service. We understand the important role we play in the success of your operations and, as your partner in success, we pledge the highest level of service and customer satisfaction. 17

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19 For more information, please contact: Sikorsky Aircraft Aircraft Corporation Commercial/International Worldwide Customer Marketing Service 24-Hour/7-Day (203) Help Desk December 2001