Falcon Customer Service Mission
Since the first Falcon entered service in 1965, Dassault Aviation has strived to build a global customer support organization capable of providing operators with
the highest level of safety, reliability, operating efficiency and customer value throughout the life cycle of the aircraft.
This demanding mission is the responsibility of Falcon Customer Service, widely recognized as today’s industry benchmark in aftermarket support.
Comprised of more than 3,100 dedicated professionals from throughout the Dassault Aviation Group and backed up by a worldwide network of MRO facilities, spare parts warehouses and field service offices, Falcon Customer Service supports more than 2,100 Falcons flown by 1,300 operators in nearly 100 countries around the globe.
Dassault Voted #1 in Customer Support
A surge in Dassault investment in 2019 considerably expanded the group’s factory-owned maintenance, repair and overhaul and spare parts networks. The company purchased the MRO activities of ExecuJet, TAG Aviation, and RUAG and opened a new state-of-the-art spares distribution center near Charles de Gaulle Airport dedicated to customers in the Eastern Hemisphere.
All told, these acquisitions added 17 factory-owned facilities and more than 1,000 service professionals to our global service network and proactively positioned the company to support a growing and more globally dispersed customer base.
To streamline this enlarged service organization, the company subsequently combined TAG Maintenance Services and ExecuJet MRO Services operation along with its Dassault Falcon Service subsidiary, into a new sales organization intended to simplify access to customers of these affiliates.
The new unit provides a single dedicated sales point of contact for each customer, irrespective of where their aircraft are maintained; a central planning department entrusted with identifying the best service solution, location and schedule for individual customer requirements; and a single engineering department offering aftermarket products and services, cabin refurbishment, connectivity and cockpit updates and other modification services.
These and other ongoing efforts and investments were recently recognized by two customer surveys conducted by Professional Pilot and Aviation International News (AIN), whose readers voted Dassault Aviation the top service provider in the business jet sector for 2019 and 2020. Operators cited spares availability, cost of parts and speed of AOG service as top reasons for giving Dassault such high scores.
Product Support Around the Globe ...
Falcon support facilities are strategically located around the globe, close to customers and major business aviation markets. The network includes more than 55 service centers and 16 spares distribution facilities and includes four operating affiliates:
DAS also maintains five line service facilities:
Teterboro, New Jersey
Stuart, Florida
St. Louis, Missouri
Van Nuys, California
Denver, Colorado
Europe, Asia, the Middle East and Africa –
Dassault Falcon Service (DFS), based at Paris Le Bourget Airport, operates two full service centers dedicated to European customers:
along three line facilities:
Moscow, Russia
Rome, Italy
Nice, France
TAG Maintenance Services (TMS) also dedicated to the European market, operates five service centers:
Geneva, Switzerland
Farnborough, UK
Le Bourget, France
Lisbon, Portugal
Lugano, Switzerland
and one line facility:
ExecuJet MRO Services serves operators in Europe, Africa, Asia and Australia/Oceania. It operates eight service centers:
ExecuJet also runs two line stations:
Brisbane, Australia
Cape Town, South Africa
DFS, TMS and the European segment of ExecuJet MRO Services operate through a central sales unit that offers simplified access and a wide choice of MRO solutions, locations and schedules to their respective customers across the Eastern Hemisphere.
... And Around the Clock
The Dassault MRO network is supported by a full range of aftermarket services intended to return Falcons to the air as quickly as possible whenever an operating issue arises.
Falcon Command Center – The Falcon command center tracks Aircraft On Ground events and other customer issues across the globe around the clock from facilities in Teterboro, New Jersey; Boise, Idaho; and Bordeaux-Mérignac, France. Staffed with customer service engineers, systems specialists and spares coordinators, the center can marshall all the resources available to Dassault Aviation to solve customer problems, troubleshoot failures and organize rapid on-site assistance.
GoTeams –
A network of 250 specially trained GoTeam technicians is available 24/7 to troubleshoot grounded aircraft. The GoTeams are assisted by a web of more than 100 Field Reps at 35 Dassault Aviation field offices in 16 countries designed to coordinate AOG activities and provide necessary engineering support. Additionally, a dedicated team is on call 24/7 to handle structural repair.
Falcon Response – To minimize Aircraft on Ground (AOG) time, operators can turn to Falcon Response, a comprehensive portfolio of services that guarantees the availability of spare parts, tools and engineering resources needed to return a grounded Falcon back into the air as quickly as possible.