Close up: Faisel Zahir Bin Abu Bakar, AOG Coordinator, Singapore Customer Response Centre
The Customer Response Centre (CRC) is a single resource for best-in-class technical expertise and AOG Coordination, providing immediate assistance and support for all requests 24/7, 365 days a year. In October 2022, Bombardier announced the expansion of its CRC into Singapore, creating a strategic presence in the Asia-Pacific region and providing local support and services while supplementing CRC teams in Montreal and Wichita.
Here, we connect with Faisel Zahir Bin Abu Bakar, AOG Coordinator and one of our newest Singapore team members, to learn more about the value of the Singapore CRC team and what makes him proud to work at Bombardier.
Q. How does the Singapore CRC team enhance the Bombardier customer experience?
Bombardier’s Customer Response Centre (CRC) remains a single point of contact for customer inquiries and provides support for any technical issues and AOG coordination. With the launch of the Singapore CRC, we expand on our global infrastructure to ensure an operation that truly offers 24/7 support. With a growing business aviation market in Asia, our new team members in Singapore can converse in many local languages, providing a bespoke service to our local customers. At the same time, they support our customers operating in multiple time zones worldwide.
Q. What is your most memorable customer experience so far?
My most memorable experience since starting with the CRC was supporting an AOG event in Europe.
The aircraft was experiencing intermittent electrical faults and was due to dispatch on a long trip to remote locations. The next owner flight was in two days. As an AOG Coordinator, I had to think outside of the box to find the most suitable solution to return the aircraft to service as quickly as possible.
Due to the short downtime, the CRC organized a “hand carry” to ensure the part would get delivered on time for the next owner trip. The part was installed and the aircraft was subsequently returned to service. The customer was very appreciative for the support and for delivering the aircraft without impacting their schedule.
Q. What makes you proud to work at Bombardier?
Bombardier's support network is expanding within the Asia-Pacific region, with newly opened facilities in Singapore and Melbourne. With the opening of the Singapore CRC, I truly believe the company is focused on future growth and direction. I am very proud to be part of this.
Q. What is your personal favourite Bombardier aircraft or product and why?
I am looking forward to the entry into service of the Global 8000 and seeing the performance and capability of this amazing aircraft.
Q. What is one thing customers should see or do when they fly into Singapore?
As a member of CRC Singapore, I personally encourage customers to set aside some time to come visit the CRC facility when they are in Singapore and meet the team members. Singapore is a heaven for shopping, eating, and sightseeing. I think the one thing visitors should do when they are in Singapore is to try our famous fruit, called “durian.” This is Singaporeans’ favourite fruit! The design of the iconic Esplanade Concert Hall in the downtown area is even inspired by this fruit.