Consistently delivering the customer service experience you deserve
Last month, I shared details of Bombardier’s increasing efforts to deliver a smooth and easy customer service experience.
Many times, getting the help you need begins with a call to your trusted support network. To ensure that you know who to contact for prompt action, I am taking this opportunity to review our field support service structure.
At Bombardier, we’ve divided our field support team into two distinct divisions – our Field Support Representatives (FSRs), and our Customer Care Field Support Representatives (CCFSRs).
Our Field Support Representatives (FSRs) is our global network of 125 experienced FSRs who are on call 24/7 to assist customers with any issues that may arise. They are technical experts who know your aircraft inside and out, and their mission is to support the safe and efficient operation of your valuable asset.
When you have a question or need assistance, your FSR should be your first call. Whether your inquiry is big or small, rest assured that they are here to help. They can even assist you with warranty claims and deliver onsite training at your facility.
On the non-technical side, our team of Customer Care Field Support Representatives act as your voice within the Bombardier support services network.
The CCFSR understands the needs of Bombardier customers and promptly actions their concerns, ensuring all demands are met in a quick, efficient manner. This team focuses on onboarding new customers and assisting with their jet’s entry into service. In short, the CCFSR is Bombardier’s ambassador for customer satisfaction, and continually helps us strive for excellence.
Your feedback is also essential in helping us reach our goal of customer service excellence. Please take a moment to evaluate your service experience at Bombardier.
As always, thank you for choosing Bombardier for all your service needs. We’re working hard to ensure you always have an exceptional experience.
Paul Sislian
Executive Vice President, Aftermarket Services & Corporate Strategy
Bombardier