– Embraer announces its new Customer Support Contact Center dedicated to executive jets, offering complete and timely assistance for their operational, technical and maintenance needs. The initiative has already been operating for North American Phenom 100 customers since December 2008, and has now been expanded to offer worldwide support for all Embraer executive jet models.
The Customer Support Contact Center is based at Embraer’s headquarters, in São José dos Campos, Brazil. Its priority is to minimize downtime, right from the first contact to the final solution, by quickly and efficiently applying appropriate resources to critical needs, thus assuring that customers have expert assistance anywhere in the world.
“This initiative reinforces our commitment to offer customers the best support,” said Edson Carlos Mallaco, Embraer Vice President, Customer Support and Services – Executive Jets. “The Contact Center is staffed by experienced support analysts who can deal with any issue, including AOG (Aircraft on Ground), technical and parts support, routine maintenance, spares, aircraft operations or queries in general.”
The Contact Center provides a 365/24/7 quick response alternative, and is integrated with the network of Embraer owned and authorized service centers, spare parts distribution centers, and field service representatives, as well as with technical, maintenance and flight operations support organizations.
In order to meet the demands of executive jet customers, Embraer invested in the creation of a network consisting of six Company-owned service centers (and a new one that will begin operations in Brazil, by the end of 2009) and an extensive authorized network, worldwide. The Company also has partnerships with renowned centers in the areas of logistics and pilot and mechanic training, besides offering routine inspections, scheduled and unscheduled maintenance, and special service solution programs, like Embraer Executive Care (EEC). The Company’s product support structure covers flight operations, and technical and maintenance support customized to the operating profile of each aircraft. This structure makes possible a significant reduction in aircraft costs and downtime and maximizes the benefits of this important business tool. More information about Embraer Executive Jets is available at www.EmbraerExecutiveJets.com
Note to Editors
Embraer (Empresa Brasileira de Aeronáutica S.A. - NYSE: ERJ; Bovespa: EMBR3) is the world’s largest manufacturer of commercial jets up to 120 seats, and one of Brazil’s leading exporters. Embraer’s headquarters are located in São José dos Campos, São Paulo, and it has offices, industrial operations and customer service facilities in Brazil, the United States, France, Portugal, China and Singapore. Founded in 1969, the Company designs, develops, manufactures and sells aircraft for the commercial aviation, executive aviation, and defense segments. The Company also provides after sales support and services to customers worldwide. On June 30, 2009, Embraer had a workforce of 17,237 employees – not counting the employees of its subsidiaries OGMA and HEAI – and its firm order backlog totaled US$ 19.8 billion.
This document may contain projections, statements and estimates regarding circumstances or events yet to take place. Those projections and estimates are based largely on current expectations, forecasts on future events and financial tendencies that affect Embraer’s businesses. Those estimates are subject to risks, uncertainties and suppositions that include, among others: general economic, political and trade conditions in Brazil and in those markets where Embraer does business; expectations on industry trends; the Company’s investment plans; its capacity to develop and deliver products on the dates previously agreed upon, and existing and future governmental regulations. The words “believe”, “may”, “is able”, “will be able”, “intend”, “continue”, “anticipate”, “expect” and other similar terms are supposed to identify potentialities. Embraer does not feel compelled to publish updates nor to revise any estimates due to new information, future events or any other facts. In view of the inherent risks and uncertainties, such estimates, events and circumstances may not take place. The actual results can therefore differ substantially from those previously published as Embraer expectations.