Mark Durcan takes the helm of Miami-Opa Locka Service Centre

Mark Durcan has moved across the pond to become general manager at Bombardier’s Miami-Opa Locka Service Centre. Previously the Operations Director at the London Biggin Hill Service Centre, Mark brings a wealth of industry experience to his new position. We caught up with him to find out more. 

Tell us a bit about your aviation career. 

I started in commercial aviation and fairly swiftly moved into business aviation. I've been fortunate and had the opportunity to cover a wide range of roles and previously lived in Asia and the USA.  

In my most recent role with Bombardier I was an Operations Director in the London facility and oversaw both UMT and 50% of the base maintenance activity at the site. I reported into the General Manager and was responsible for safe and on time deliveries for our clients. 

When did you start your new job in Florida? 

My official start date was Sept. 30, 2024, but I spent time at this service centre in February, helping with an internal best practices roll-out. I’ve always been impressed by the passion of the staff members here. They’re very engaged and driven to deliver well for our customer base here. 

What enhancements do you have in store for Miami-Opa Locka? 

We’re working hard to drive our deliveries and customer experience as a whole, alongside the overall capability development at the site inclusive of backship support.  

The customer experience is huge for us. 

Speaking of the customer experience, how will you make it smooth and easy? 

We’re increasing customer touchpoints by bringing in more frontline staff, alongside improved direct interaction with customers for surveys. This lets us better understand where we can improve, as well as the good things we do. We’re taking a proactive approach to engage with customers when they are here, and when they aren’t. 

In a nutshell, how do you intend to keep customers coming back? 

Consistent, exceptional delivery. The focus here is on safe standards and on-time projects. 

In 2022, Bombardier more than quadrupled its aircraft maintenance footprint in Florida with the opening of the state-of-the-art Miami-Opa Locka Service Centre. The facility offers a full range of maintenance, modifications and refurbishments for Learjet, Challenger and Global aircraft. Customers are invited to “bring their jet home” to Mark Durcan and the expert OEM team at the Miami-Opa Locka Service Centre.