 |
Customer Support Manager:
ACAC Customer Service assigns a designated customer support manager for each airline to coordinate and provide all the available services. He/she offers customized services in according with the type of customers’ organization, policies and procedural requirements of fleet operations. He/she is the person to coordinate the negotiations of Product Support Agreement with customers and provide them with a customized service plan. He/she organizes and leads the customer service team to implement the service plan, and monitor the performance of the Product Support Agreement. In addition, ACAC customer support manager periodically visits his/her assigned customer to collect, analyze, and evaluate the customer’s input of the service performance and fleet operations information in order to bring the customers’ satisfaction to a higher level.
Customer Service Team:
Customer support manager is the leader of the customer service team. The team members consist of:
Field service representative
Assigned to an airline as a full time ACAC Customer Service resident focal for complete ARJ21 technical and maintenance support
Spares service manager
Full time spares focal for resolving airline’s spare parts requirements
Training manager
Focal for organizing and planning customized training, including flight, maintenance, dispatch and flight attendant
Commercial manager
Assisting and resolving of airline’s warranty issues
Technical publications manager
Publishing and distributing technical publications and revisions
Technical support manager
Working with airlines to solve day-to-day fleet technical difficulties and issues; assisting airlines for AD implementations and SB modifications
Integrated Customer information system --CIS:
The ARJ21 integrated Customer information system (CIS) includes a secure website that provides customers direct access to information essential to the operation of ARJ21 aircraft and a dynamic Main Information Management System that updates the proprietary information stored in the secure website.
The secure website (http://www.MyACACFleet.com) offers registered customers access to:
- Technical publications and revisions
-
Technical discrepancy and resolution database}
-
Fleet reliability statistics reports,
-
Spare parts online ordering and tracking
-
Course schedules for flight and maintenance training
-
Information of Suppliers’ services
-
Warranty and repairs on-line for operators to track and settle warranty claims quickly
-
Technical Forum for airlines, suppliers, maintenance and repairs organizations, manufacturers and ARJ21
service engineers on-line discussion of in-service issues and resolutions
-
e business to support customers in a networked environment
-
Available engineering drawings
-
Flight operations information
The main information management system consists of many internal linked software sub-systems which are used to generate and support the contents of the website.
The major sub-systems include:
Technical Information Management System (TIMS): the source of generating and updating the technical publications
Spare Parts System (SPS): used for spare parts operations and warehousing management, and offers real-time on-line parts ordering and querying on 7 days 24 hours bases
Technical Difficulty Tracking Management system (TDTMS): collecting the fleet operations data for generating the fleet reliability reports
ACAC Customer Service has implemented this network to support ARJ21 operators’ maintenance tasks and flight schedules, resolve technical difficult issues, and provide on-line services and quick access to technical information.
ARJ21 Customer Response Center
ARJ21 Customer Response Center is the interface between customers and ACAC. The center provides 24/7/365 services to accept customers’ requests. It helps airlines to take precautions against and resolve AOG or minimize the impact. Also, the customer response center support airlines’ scheduled and unscheduled maintenance tasks.
ARJ21 Customer Response Center is a comprehensive one-stop technical service center. By using quick-responding communication system, the center could respond customers’ requests timely and effectively. The whole process is rigorously monitored and controlled to provide rapid and accurate responses.
|
| |
|
