Breeze-Eastern Overhauls Customer Support Organization

Breeze-Eastern Overhauls Customer Support Organization

23-Sep-2013 Source: Breeze-Eastern

Significant improvements in overhaul and repair turnaround times at Breeze-Eastern Corp. (AMEX: BZC) represent an important element of a broader customer support initiative underway at the helicopter hoist, winch and hook manufacturer. The Company has improved turnaround times by 54 percent over the past year and is now expanding its Customer Support organization with new leadership, an expanded team and a new 24-hour support line.

Vice President of Contracts and Customer Support Mike Koons is leading the 16-person organization that includes five new customer account managers accountable for providing responsive assistance to customers in specific regions. Bryan Delia is the advocate for customers in Europe and Africa; Philip Stauffacher, Christine Hawk and Paul Kopczynski are supporting the Americas, and Jason Brandle provides assistance to Australasia. In addition, newly appointed Logistics Manager Robert Fiorentino will focus on spares, including achieving a 24-hour turn time on common parts and critical spares and 30 days for all others. Jim Fett has been named manager of Training and Technical Support, and Jason Sterr will manage Contracts. The entire organization reports to General Manager of Operations and Customer Support Rodger Hahneman.

“The improved turnaround times are the result of a dedicated effort and focus by Rodger and his team,” said Breeze-Eastern President and CEO Brad Pedersen. “Now we are making additional investments in staff and material necessary to respond even more rapidly and to further improve the customer experience.”

A new customer service phone number, 1-973-602-1165, allows customers to speak directly with a Breeze-Eastern expert who can help or direct the call to the appropriate support, 24 hours a day. “The key is being proactive and responsive to customer requirements,” Koons said. “We need to demonstrate change and let customers experience improvements first-hand.”

According to Koons, customers are taking notice of the improvements and are pleased with the new direction. “We are having an immediate impact, but there’s much more work to be done,” added Koons. Future plans include establishing global centers of excellence with increased inventories of rotable parts for faster turn times. “Our goal is for each center of excellence to have a specific area of expertise to improve localized support and foster closer contact with end users.”

Breeze-Eastern Corporation designs and manufactures high-performance lifting and pulling devices for helicopters, military cargo aircraft, and other aerospace/defense platforms, including rescue hoists, winches and cargo hooks, and weapons-lifting systems.

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