PHENOM SERVICE CENTERS

First, we set the bar high. Three years ago, Embraer embarked on the creation of a network of service centers to support the Phenom light jets, a network to be completed well before first aircraft deliveries. We targeted these first service centers specifically, seeking established companies with sterling reputations for technical expertise and strong customer service. Geographical location played a role as well. “We wanted easy accessibility for Phenom operators to waiting maintenance and repair facilities,” explained Vice President, Customer Support North America Embraer Executive Jets, Scott Kalister.

The Embraer Advantage caught up with representatives of two of these new service centers to find out what they had to say about Embraer and their commitment to the Phenom program.

At Eagle Creek Aviation Services, Indianapolis, IN, Phenom support begins with obvious excitement about the aircraft themselves. “The Phenoms match our business model perfectly,” says Eagle Creek CEO Matt Hagans. “With an unbeatable price/value/ performance curve, the Phenoms are the ideal stepup for the owner-flown and small-business-flown customers we serve.

In preparation for the aircraft’s entry-into-service, Eagle Creek’s director of training spent a week in Brazil to ensure that the education of technicians addresses operators’ specific, real-world needs. “I believe that Embraer has done an outstanding job in preparing the support network for these aircraft,” Matt says. “It has been a huge task to create an international network of facilities such as ours, each equipped with the proper tooling, the necessary inventory of parts and, most of all, highly skilled technicians who know the Phenoms very, very well.”

For Duncan Aviation, the partnership with Embraer involved, first of all, some strategic decisionmaking. Duncan’s Vice President of Aircraft and FBO Services, Rich Baeder explains, “The fit between Embraer’s product offerings and Duncan’s core business guided the formation of our relationship. Originally, Duncan’s association with Embraer was based on the Legacy 600. Springboarding from that existing relationship, Embraer and Duncan spent a lot of time formulating the proper support structure for the Phenom products. Duncan was happy to assist Embraer in the development of their support plan for the Phenoms.”

“Once that relationship was established, we moved through the details, a process that stretched across a couple of years. At the same time, of course, we were working toward regulatory certification for maintenance and repair of Phenoms.” Both Embraer authorization and FAA certification addressed the procurement of all necessary documentation for support of the 100 and the 300, capital investment in the tooling required for Phenom service, and training of technicians to appropriate levels of proficiency.

Embraer is building genuine partnerships with each of these newly authorized Phenom service centers. In our shared endeavor, owners and pilots will find expert maintenance and repair facilities ready and waiting on the morning of first Phenom deliveries later this year.