Worldwide Customer Service & Service Center Network
Dassault Aviation
In many parts of the world we have full-time field service representatives to support operators. In areas new to Falcons, these individuals offer more than technical support. They are often the face of Dassault. They transfer knowledge, build relationships, coordinate with the wider Dassault organization, and make sure customers get the most from their aircraft.
François Aptel is a technical liaison to Indonesia’s Ministry of Defense on assignment to the squadron 18 in supporting a fleet of six Falcon 8X aircraft. The Indonesian Air Force started with two 8Xs in 2022 and liked them. It now is getting four more.
The squadron 18 is flying its Falcons on missions throughout the country. Indonesia spans three time zones, is home to a population of 280 million and has 17,000 islands, of which 6,000 are inhabited. It has hundreds of small airports. More than 100 are suitable for the Falcon 8X, which expanded the number of usable fields thanks to its short field capabilities.
François reports that the transport unit goes through tires a bit more than is typical, as some airstrips are “not all in mint condition,” as François puts it. The Falcons are routinely flown by VIPs, including the head of state, to global conferences and meetings all over the world.
François works largely on his own covering all of Indonesia, supported by ExecuJet MRO Services in Kuala Lumpur and Stéphane Petitgirard, Director of Falcon Customer Service for the Asia-Pacific region. The two attended the same aeronautical technical academy, creating a professional bond that has lasted throughout their careers.
It takes a special kind of individual to work in a foreign land, in a different culture, working partly in a foreign language. François has worked to acquire enough Indonesian to enjoy friendly banter. English is often used for technical discussions, but his efforts to learn the language make a difference to his Indonesian teammates.
François joined Dassault Falcon Service in 2004 and became an invaluable member of rapid response GoTeams. He helped set up line service operations in locations including Togo, Dakar, Moscow, and London. He is the kind of person you can rely on to make independent judgments, build rapport with clients, and rally the resources of the Dassault organization worldwide as needed.
There are sometime challenges in working with new Falcon operators. Coming up to speed on the fly-by-wire Falcons and EASy avionics is a steep learning curve for some technicians lacking experience on digital aircraft. But the Indonesian team is learning quickly. Several technicians have been to school at the Falcon Training Academy in Mérignac and others for theoretical training at FlightSafety Le Bourget. Still, much hands-on training takes place in Jakarta, with François conducting a series of short maintenance courses on various topics.
We are proud that Indonesia has placed its trust in Dassault products. Maintaining that trust requires more than great aircraft. It requires dedicated people on the ground who build relationships, share knowledge and solve problems every day. François Aptel is one of those people.
Senior Vice President, Worldwide Falcon Customer Service & Service Center Network
Dassault Aviation
