Close up: Paul Sislian, Executive Vice President, Bombardier Aftermarket Services & Strategy

In February 2023, Paul Sislian was appointed to lead Bombardier’s aftermarket services division, which includes 3,000 support professionals in 14 countries. Together, they are responsible for delivering the best customer service experience in business aviation.   

Here, we connect with Paul to talk about his priorities in the new role and the service Bombardier customers can expect in 2023.  

Q. You’ve worked at Bombardier for 15 years and held a variety of roles. How will that experience benefit you now as the head of Bombardier Aftermarket Services & Strategy?  

A. I am excited for the opportunity to take the knowledge I’ve gained over the years and apply it with a customer-centric lens. My prior work in logistics, aircraft program management and oversight, aerostructures, and most recently as a member of the business aviation leadership team, allows me to truly understand all the moving parts that combine to deliver the exceptional Bombardier customer experience.   

Q. What are your biggest priorities in your new role?  

A. Company-wide, Bombardier is positioning for the future by focusing on three key priorities: product leadership, defense, and services. I’ll be focusing on the latter in my new role. Together with the global aftermarket services team, I will be concentrating on identifying new and innovative ways to serve the owners and operators of Bombardier jets. Last year, we invested heavily in the expansion of our aftermarket services network, realizing that stellar service can only be delivered at exceptional facilities. As business aviation continues to flourish, I will strive to ensure we continue elevating our customer service – through new digital solutions like our Smart Link Plus connected aircraft program, to enhanced parts distribution, to full optimization of our worldwide service centre network.  

Q. What can Bombardier customers expect in 2023 from the aftermarket services team?  

A.  Exceptional service. That’s our mission boiled down to just two very important words. This year, we’ll be rolling out new products and services to ensure we provide our customers with the best experience in business aviation. As we say, we want our loyal customers to bring their jets home for the exceptional service and support that only the OEM can deliver. 

Q. What do you hope to achieve in your new role?   

A.  My goal is to realize further measurable improvements in our customer service delivery. We’ve made tremendous progress in recent years, and it is my honour to pick up the torch and carry it further down the road to excellence. Stay tuned, there is much to come!