Worldwide Customer Service & Service Center Network
Dassault Aviation
You may have noticed in the recent AIN product support survey that Dassault took the top score for field service reps, 9.3 out of 10. Of course, we’re proud of this rating and pleased for the recognition. We know how important this vast global team is for you, our operators.
But we believe we can always do better. Our field reps and customer service managers are, after all, the face of the company to our operators, the ones they reach out to first for ongoing or urgent support.
These representatives work largely on their own, far from the factory or even, in many cases, from a factory service center. They must be knowledgeable and resourceful. They must be able to marshal the full resources of Falcon Customer Service. And they must be proactive in anticipating customer needs.
To help them help you, we brought them all to Bordeaux-Mérignac to share knowledge in what we call a “worldwide front-line meeting.” More than eighty field personnel attended from Mumbai, Singapore, Australia, São Paulo, Beijing, Seoul, Belgium, Kuala Lumpur, the U.S., the UK, France and many more locations.
These are people like Cedric Genevaise, known to every operator in India and Bangladesh, and often the first person they call for questions related to the many Falcon 2000 and 900 aircraft that are widely in use on the subcontinent.
In Mérignac, they met support engineers, Command Center staff, the Spares team and FalconCare specialists. They also met MRO management and spent time face-to-face with people like Andy Alberti, who runs the MRO network in the Americas. Our field reps could train on new technology, like our 3D parts catalog. And they discussed ways to improve communications between home office and the field.
Nothing is more frustrating to an operator than not knowing how a time-critical situation is being handled. So, a big part of our work was setting in place a “seamless” communications loop. We have a big organization now, more than 2,200 people in customer service, but we want it to be a tight-knit, responsive team.
Our focus on having the best field rep organization is built on a simple but critical premise: when we are close to you we build trust and create efficiency in support.
That’s a commitment from Saint-Cloud, Mérignac, Teterboro, and everywhere you encounter a Falcon field representative.
Senior Vice President, Worldwide Falcon Customer Service & Service Center Network
Dassault Aviation
