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Regional strengthening meets customer needs

News   •   May 02, 2018 10:55 CEST

Satair is well underway on a range of initiatives to further strengthen customer service levels at its worldwide regional centres.

Whilst all of these initiatives have a clear business benefit, they also are a direct response to feedback resulting from Satair’s wide-ranging and on-going Customer Satisfaction Improvement Programme (CSIP).

Among the new measures being introduced are enhanced performance targets to boost regional material availability and off-shelf performance. A major benefit will be a ramp-up of specific stock levels – notably for Airbus Proprietary and Standard Parts from the Chinese Hua-Ou Support Centre - a joint venture between China Aviation Supplies Holding and Airbus. This will improve delivery lead-time and reduce costs for Airbus customers in the country.

The same spare parts ramp-up is underway at the Asia-Pacific regional centre in Singapore triggering extensions to both the Singapore and Chinese warehouses.

Furthermore, Satair continues to enhance the aftermarket spares availability for North and South American customers.

In 2017, Satair began distributing Airbus proprietary spares from the new Satair facility in Miami, positioning part numbers there to better serve the company’s South American customers.Additionally, there is a significant increase in the Standard Hardware inventory with the goal of more than doubling our current inventory levels in Miami and in the Ashburn Virginia facility.

To meet customer demand for increased operational support in other regional centres the Hamburg warehouse is being fully re-designed, the Ashburn Virginia facility in the USA is also being optimized, and a new warehouse facility close to London Heathrow Airport will be opened shortly. This new facility will lead to new repair capabilities, reduced delivery times and quicker/cheaper AOG service, together with enhanced and increased product ranges.

Satair is also well advanced with plans for locating OEM partner stock items at the Dubai facility, which will enable the company to meet demand in the region from multi-fleet operators.

In the USA there is equally a strengthening and growth in OEM Partner relationships to provide a larger service scope for customers. The range of parts on offer is constantly expanding which increasingly benefits the operational set up of the operators and MROs. Canada, North America as well as Latin America furthermore enjoy the benefit of more product expertise in the region, supporting the customers’ product related inquiries as well as servicing the OEM partners locally with information on market opportunities. This way Satair truly act as the front runner of integration between supply and demand.

Last but not least, in January, the Support Management function allocated in the Satair Hamburg office was established in China and Dubai to further enhance customer proximity and intimacy. This regional expansion continues and we will see Singapore and the Americas having their extra regional support workforce in the second quarter of 2018. It will allow speeding up the handling of complex customer issues for further improvement of customer satisfaction.

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