Close up: Annick Gagniere Manager, Smart Services

As Manager of Bombardier’s Smart Services department, Annick Gagniere loves the fact that no two days are the same. The Smart Services team works with nearly every department at Bombardier to support customers and deliver a stellar customer experience through curated cost-per-flight-hour programs – offerings that save money and control the costs of aircraft ownership. Although she’s been with Bombardier for 15 years, 13 of them have been spent with Smart Services – a role Annick says is exciting, challenging, and never boring!

Q. What is your most memorable customer experience?

A. As funny as this sounds, my first experience at Bombardier was learning how to successfully interact with a loyal customer to ensure we always create a winning service experience – something we pride ourselves here at Bombardier. It was especially helpful to watch our then-chairman interact with this customer – I remember the lessons learned like it happened yesterday. That was an incredible opportunity and it truly paved the way for my love of customer support and my desire to always strive for the best resolution possible.

Q. What makes you proud to work at Bombardier?

A. The resilience of its employees. Through good times and bad, people show up, work hard, and never give up.

Q. What is your favourite Bombardier aircraft or product and why?

A. This will sound totally biased, but Smart Services is my favourite Bombardier product. We deliver cost protection, peace of mind, and budgetary value to our customers. And, in my humble opinion, our operations team is unmatched – bringing together a total of 180 years of Bombardier experience!