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Embraer Announces New Customer Support Contact Center

Written by thomas · Filed Under Aeronautics News 

August 13, 2009

thomas

Channel provides complete and timely assistance to executive jet customers of all models

São José dos Campos, August 12, 2009 –Embraer announces its new Customer Support
Contact Center dedicated to executive jets, offering complete and timely assistance for
their operational, technical and maintenance needs. The initiative has already been operating
for North American Phenom 100 customers since December 2008, and has now been
expanded to offer worldwide support for all Embraer executive jet models.
The Customer Support Contact Center is based at Embraer’s headquarters, in São José dos
Campos, Brazil. Its priority is to minimize downtime, right from the first contact to the final
solution, by quickly and efficiently applying appropriate resources to critical needs, thus
assuring that customers have expert assistance anywhere in the world.
“This initiative reinforces our commitment to offer customers the best support,” said Edson
Carlos Mallaco, Embraer Vice President, Customer Support and Services – Executive Jets.
“The Contact Center is staffed by experienced support analysts who can deal with any issue,
including AOG (Aircraft on Ground), technical and parts support, routine maintenance,
spares, aircraft operations or queries in general.”
The Contact Center provides a 365/24/7 quick response alternative, and is integrated with the
network of Embraer owned and authorized service centers, spare parts distribution centers,
and field service representatives, as well as with technical, maintenance and flight operations
support organizations.
In order to meet the demands of executive jet customers, Embraer invested in the creation of
a network consisting of six Company-owned service centers (and a new one that will begin
operations in Brazil, by the end of 2009) and an extensive authorized network, worldwide.
The Company also has partnerships with renowned centers in the areas of logistics and pilot
and mechanic training, besides offering routine inspections, scheduled and unscheduled
maintenance, and special service solution programs, like Embraer Executive Care (EEC).

The Company’s product support structure covers flight operations, and technical and maintenance support customized to the operating profile of each aircraft. This structuremakes possible a significant reduction in aircraft costs and downtime and maximizes the
benefits of this important business tool.

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