Climbing higher: A service network to support you better
*This is part of a series of articles highlighting how Bombardier is raising its customer service game
At Bombardier, we are always striving for continuous improvement, especially when it comes to customer experience. Our goal is to deliver the best customer service in business aviation, bar none.
That’s why we’ve deployed a global network of more than 125 experienced technical representatives to deliver fast, helpful support to owners and operators of Bombardier business jets.
Over the past year, our customer support team has:
Increased our response time to aircraft on ground (AOG) events
Boosted support capacity through a massive expansion of our service centre network
Emphasized technology with the introduction of our Smart Link Plus connected aircraft system
Lengthened aircraft maintenance intervals to maximize customers’ bottom lines
Added an additional Customer Response Centre in Singapore to facilitate 24/7 around-the-world support
Maintained a network of 54 global field support staff dedicated to assisting customers with any operational questions
Under the oversight of the Customer Support Manager, Bombardier’s field support services are divided into two distinct divisions.
On the technical side, Field Support Representatives (FSRs) assist the customer with the safe and efficient operation of their aircraft, ensuring they are technically conversant with their jet and the OEM support services offered by Bombardier. FSRs also assist with warranty claims, provide onsite customer training, and are on call 24/7 to help with any customer issue that arises.
On the non-technical side, Customer Care Field Support Representative (CCFSRs) acts as the customer voice within the Bombardier support services network. The CCFSR’s role is to listen to our customers, understand their needs, and advocate for prompt action leading to resolution. This team focuses on onboarding new customers and assisting with their jet’s entry into service (EIS). In short, the CCFSR is the ambassador for customer satisfaction.
Bombardier continues to prioritize enhancements to its service network, and customer feedback on our efforts is crucial to help us improve. Please take a moment to share your customer service story using this form.
We appreciate your valuable time as we strive to be exceptional by design, but also exceptional by experience.