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Dassault Falcon Launches Major New Strategy for Its Worldwide Service Center Network

Written by thomas · Filed Under Aeronautics News 

March 10, 2010

thomas

Dassault-Service-1

(Teterboro, New Jersey, March 5, 2010) — In an effort to deliver an industry leading
service center experience to Falcon customers, Dassault recently undertook a major
review of both its Company Owned and Authorized Service Center (ASC) network.
“Our overall objective is pretty simple,” said Jacques Chauvet, Senior Vice President of
Worldwide Customer Service for Dassault Falcon. “We must improve the service
experience for Falcon owners, no matter where they are based and wherever they fly. To
do this, we will expand what we call our ‘footprint’ of service.”
Currently, Dassault Falcon has five Company Owned Service Centers and 26 Authorized
Service Centers (ASC) strategically located throughout the world. In addition, the
company recently added five Satellite Service Stations with ‘GoTeams’ positioned on
four continents.
At the time the traditional Falcon ASCs were established, the basic philosophy was that
each center needed to meet an ultimate level of requirements in terms of equipment and
services to support all Falcon models, up to and including “C” inspections. While this
philosophy works well in areas with large Falcon populations such as Europe and the
United States, it proved less practical in some of the new, emerging markets for business
jets.

Chauvet continued, “We are now putting in place a stronger, more vibrant network that
will allow ASCs to specialize in one or two aircraft models if they choose or to support
all Falcon models through all phases of maintenance. What our customers will see is a
more specialized approach that will provide a quicker reaction to their needs.”
The new Dassault Falcon ASC structure will be divided into three categories: Heavy,
Major and Line maintenance.
· “Heavy Service Centers” will provide comprehensive customer support for all
Falcon models and hold local regulatory approvals as well as those from the FAA
and EASA. Most of the ASCs in North America and many in Europe fall into this
category offering a complete line of services including all levels of maintenance
and inspections, Rapid Response AOG teams, refurbishments and upgrades.
· “Major Service Centers” will provide comprehensive support for Falcons of a
particular model series and hold local regulatory approvals as well as those from
the FAA and EASA. Services will typically include all maintenance including
AOG service and inspections through a ‘C’ check. Five centers located in
Finland, Germany, Singapore, South Africa, and the U.S. fall into this category.
· “Line Service Centers” will provide support for specific Falcon models and hold a
minimum of local regulatory approvals. Services include what is typically called
line maintenance up through A and A+ checks. Thirteen centers around the globe
fall into this category.

“Under this new approach, a wider group of quality service providers are candidates to be
included in the Falcon ASC network,” said Frank Youngkin, Vice President of Customer
Service for the Western Hemisphere. “We can now add smaller ‘Line Service Centers’ in
areas that experience a high level of transient traffic but with few aircraft based in the
area.”
Satellite Service Stations and More GoTeams Launched
To further enhance Dassault’s “footprint of service” Dassault Falcon has introduced
company owned Satellite Service Stations. These facilities are an extension of an
existing Company owned service center and are staffed with technicians, AOG support
tooling and a targeted inventory of spares.
“This is a valuable new program that will directly and indirectly benefit all of our
operators in many ways,” said Pierre Thielin, Vice President Customer Service for the
Eastern Hemisphere. “It allows us to be closer to our customers and to respond more
rapidly to their needs. It will also increase available resources at our company owned
service centers to respond to AOG situations.”
The Satellite Service Stations will support basic line maintenance up through A
inspections. Each will be staffed with an AOG GoTeam which will provide rapid mobile
response directly to an aircraft location with the parts and tools necessary to get an
operator’s Falcon flying with minimal delay.
The first such facility in the United States was opened recently in St. Louis, Missouri.
Other sites currently in operation are located in Nice, France; Rome, Italy; Moscow,
Russia and London, United Kingdom.

Currently other locations for Satellite Service Stations are being considered in the
Northeast, Southeast and Western United States.
In unveiling the new customer services strategies at Dassault Falcon, Chauvet was quick
to credit the strong guidance coming from the company’s Worldwide Operator Advisory
Board (OAB). “This Board represents a cross section of all Falcon operators from around
the world and has been instrumental in helping us set priorities,” said Chauvet.

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