Dassault Reinforces Customer Service in China
(Shanghai, China, April 15, 2014) – Dassault Falcon Jet’s investment in customer support in China continues to grow with plans to increase inventory to 3,000 parts valued at more than $13 million. This last round of expansion, which will nearly triple the number of spares in inventory in China, is to be completed by this summer.
“China presents a unique set of business challenges that Dassault has been able to successfully negotiate thanks to a healthy relationship we have with the Chinese authorities,” “We’ve been ambitious and bold in building the Falcon brand in China” said John Rosanvallon, President and CEO of Dassault Falcon Jet. “This level of spare parts commitment is just one example of our long term dedication to this market.”
The spares commitment is in addition to a significant tooling inventory that’s made available to Falcon operators through a rental pool. “We’ve identified an inventory of tooling that’s not frequently used but still has some level of demand either by our customers or through our Service Center partnership at Dassault Falcon Aircraft Services-China in Shanghai,” said Kathy Liu, Director of Customer Service-Asia for Dassault Falcon Jet. “Our objective is to provide industry leading support for Chinese customers and transient aircraft.” said Kathy Liu, Director of Customer Service-Asia for Dassault Falcon Jet. “This requires investments not only in spare parts and tooling but also service centers, technical personnel, training and warranty programs.” continued Liu.
Dassault Falcon Services-Shanghai was established in 2012 in coordination with Shanghai Hawker Pacific. The service facility is staffed by a team of Dassault trained technicians with an average experience of more than 10 years on Falcon business jets and capable of handling all current production Falcon models. Shanghai Hawker Pacific’s world class maintenance facility is equipped to handle line and base maintenance for aircraft registered in China, Hong Kong, Macau, the U.S. and the Cayman Islands.
In 2013, Dassault Falcon Jet set up a ‘wholly owned foreign entity’ to represent the Falcon brand in China. The subsidiary includes a regional Customer Service headquarters in Beijing and is staffed entirely by Chinese speaking employees. The team was recently expanded and put through extensive training at DFJ’s Teterboro, NJ headquarters. It is equipped to provide all types of support needs including spare parts ordering and administration, warranty and FalconCare claims as well as field technical support.
ABACE to Include Falcon M&O
For the third consecutive year, Dassault Falcon jet will hold a Falcon Maintenance and Operations (M&O) seminar in conjunction with ABACE. The M&O seminar will focus both on operations and technical issues of concern to Chinese customers and is designed to help aircraft operators improve the efficiency, reliability and safety of their operations. Topics will range from the latest customer service and engineering support initiatives to enhancements in troubleshooting and product reliability. There will also be dedicated pilot sessions.
