issue no 20 / april 2016 the customer support and services

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Issue No 20 / April 2016The Customer Support and Services Newsletter of Liebherr-Aerospace

Dear Reader,

To better address the requirements from our airlines customers, we have started the year 2016 by adjusting our organization and refocusing on the performances in the three fi elds of expertise of our mission: The technical content of our product lines, the offer of services customized to the needs of our customers, and the repair services worldwide.

Initiatives have been structured around this change in accordance with our long term strategy.

Focusing on our product line means a close monitoring of the in-service performance by the gathering of data, identifying the root causes for low performance, issuing technical solutions, generating service bulletins, and proceeding with their embodiment. And fi nally act in a pro-active manner to avoid operational interuptions. The challenge is obviously to run this process with all parties involved in a structured and controlled manner for a fast completion. This goes together with technical and fi eld support, recurring training and workshops, illustrated by few articles in this issue.

Focusing on service offerings means being creative and reaching the right level of fl exibility to adapt our offers to the multiple and diverse requirements of our customers, from single order to comprehensive service solutions. While Liebherr-

Aero space offers services for its own perimeter of components (ATA 21, 27, 32, 36), our

Charles Thoyer-Rozat Executive V.P., Customer Support & Services

Joint Venture companies OEM Services for the commercial aviation and OEM Defence Services for the military platforms have been designed to offer customized offers of availability on the whole range of components.

Focusing on repair services means enabling our repair stations worldwide to deliver in due time the components and perform the works as required by the customers. Our goal is to return components to serviceable conditions rather than rebuild them in as new conditions. One must not forget that, despite being also an OEM, our organization is primarily a “Part 145” one. An interview of Sven Dicke will further explain his new role in our organization.

As in every year, we have been attending the MRO Americas conference earlier this month in Dallas, Texas (USA). Many discussions took place with the community of operators and maintenance providers around the fact that the Aviation Maintenance World must evolve to cope with few major changes from our customers’ community: changes in business operating models, availability of Used Serviceable Materials on mature fl eets, better control of maintenance expenditures, development of assets pools and integrated programs.

Liebherr-Aerospace is coping with this market expectations.

Enjoy your reading!

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order to comprehensive service solutions. While Liebherr-Aero space offers services for its own perimeter

of components (ATA 21, 27, 32, 36), our

Charles Thoyer-Rozat Executive V.P., Customer Support & Services

A milestone: Liebherr-Aerospace has offi cially opened its new facility in Saline, Michigan (USA). Read more on page 7

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Organization

Issue No 20 / April 2016

Personnel ChangesDaniel Brum has joined Liebherr-Aerospace Customer Services in the position of Regional Sales Manager (RSM), based in São José dos Campos, Brazil, to develop our activities (spare, parts, repairs, services) with customers in South American countries. Daniel has 16 years of experience in the aerospace aftermarket, mainly with

Embraer Technical Support in Brazil and more recently as Customer Account Manager in Paris.

Contact: [email protected]

Kenneth Sweat joined Liebherr-Aerospace Saline, Inc. as a Shipping Clerk in November 2011. In 2013, Kenneth was promoted to Repair Administrator processing and fi nalizing repair orders. A recent opening gave Kenneth the opportunity to join the Customer Service Team as a Customer Service Administrator.

Kenneth welcomes being able to more directly support our customers and expand his knowledge in aerospace while being able to grow with Liebherr-Aerospace.


The New Function of VP, MRO Operations & Strategic InvestmentsA new position has been created in January 2016 in the divisional controlling company of the aerospace activities: VP MRO Operation & Strategic Investments.

To better understand the perimeter of this function, we have interviewed Sven Dicke who has taken over the position.

Sven, looking at your title, it sounds like there are two facets in your activities. The fi rst one is “MRO Operations”. What does it cover?Sven Dicke: “I am fi rst accountable for the global MRO performance – actual and future – across the

Liebherr-Aerospace Customer Support & Services Network. Repair performance is such a key contributor to the customer satisfaction that we have decided to monitor it much closer than in the past. Repair performance is a basis that makes customers content. The performance is achieved and measured locally in each repair station of our network: Lindenberg (Germany), Toulouse (France), Saline, MI (USA), Singapore, and Shanghai (China). I am in charge of identifying any weak points of the entire repair process, set up improvement plans with the right actors and drive their implementation.”

What is included in the second facet “Strategic Investments”?Sven Dicke: “By leading the strategic investments, I’m taking direct infl uence on the long term development of our repair capabilities at each site. Production investments must be determined way ahead of time, to ensure that the right investments are implemented at the right time at the right place consistent with the future customers’ needs. This way, I’m able to identify ahead of time the customers’ needs and increase the synergies across our network of repair stations, creating effi ciency and the guarantee that each of our repair stations will provide to our customers the same level of repair services when ever and where ever needed.”

In his position, Sven Dicke reports to the EVP Customer Support & Services who in turn reports to the Board of Directors of Liebherr-Aerospace & Transportation SAS. This short link with the top decision making structure of the aerospace division guarantees that the customers’ needs and satisfaction are considered with the right level of priority.

Sami Blal started as Mechanical Engineer, gathering experience as Mechanical Stress Analysis Engineer focusing on satellites’ payloads. He then joined Liebherr-Aerospace in Toulouse in April 2000 as Head of the Development Mechanical Tests Laboratory. He became Project Manager in charge of the development of the Finmeccanica

Helicopters AW139 Environmental Control System end of 2001. In 2008, he moved into the Marketing & Sales Department and worked as Business Development Manager. He took over the position of Director Marketing & Sales in 2013.In April 2016, he succeeded Laurent Gay as Director Customer Services in Toulouse.Having a sound aerospace technical and contractual knowledge, Sami is looking forward to contribute to further enhancing the satisfaction of our customers.


3

Organization


Joël Cadaux – Director, Business & ServicesReporting to the EVP, Customer Support & Services of Liebherr-Aerospace & Transportation SAS, the divisional controlling company of the worldwide aerospace activities of the Liebherr Group, Joël’s mission is to ensure on the long term the global performance and sustainable growth of our aerospace aftermarket business (sale of spares, repairs and services) towards all our customers, be they aircraft manufacturers, airlines, MROs or governmental agencies (military activities).

To conduct this activity in an effi cient manner, other activities are centralized under his leadership such as the Customer Services ePortal, the customer trust rating, and the Liebherr-AeroNews publication.

His main tasks are to manage the development and promotion of our services, to lead the worldwide sales forces hosted in the service stations of Lindenberg (Germany), Toulouse (France), Saline, MI (USA), São Jose Dos Campos (Brasil), Singapore, Shanghai (China), Moscow (Russia), and Dubai (UAE), for the business development, and be accountable toward the customers for the performance of all contracts in force. His role is to ensure that our worldwide service stations and offi ces get the proper guidance and assistance to meet successfully the the customers’ expectations. This extends also to our partners OEMServices and OEMDefense Services.

Ultimately, in a challenging aviation and aerospace environment, the real satisfaction comes with trustful relationship built with our business partners.

Liebherr-Aerospace and Liebherr-Transportation Systems Feature New Web PagesThe newly-created pages offer existing content with greater user-friendliness and have been enriched with additional information such as, for example, videos and animations.

Aside from technical information concerning the systems and components supplied by the division, many downloads are available, including certifi cates, brochures, publications and operational reports.

The new customer services pages refl ect our vision and our customer-oriented behavior on a day-to-day basis. They also offer a detailed presentation of Liebherr’s global network organization and Liebherr’s support (products and services) all along the lifecycle of our systems.

The relevant airworthiness, quality and repair certifi cates are available for download. You will also fi nd direct access to our Customer Support Portal and to our training calendar, so that you are always aware of the latest updates.

Another key area of this new website is dedicated to next generation technologies. Liebherr-Aerospace present innovative systems designed by Liebherr, which make aircraft more effi cient, comfortable, safer, and environmentally friendlier.

Feel free to visit us on liebherr.com.

Joël Cadaux strives for our customers’ satisfaction.

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Organization


Customer Service: The Saline PerspectiveLiebherr-Aerospace Saline Inc, has changed dynamically since its inception in 1991 and has evolved into a strategic entity within the Liebherr-Aerospace global aftermarket network. Liebherr-Aerospace Saline’s Customer Services Department currently posts a team of twelve administrators, two supervisors, and one manager responsible for managing over twelve thousand repairs and close to nine thousand sales orders annually. Effective teamwork is key to making this possible as well as a constant focus on adaptability and communication. These circumstances have cultivated an atmosphere which fosters creative solutions in an effort to meet increased customer expectations.

When customer requirements arise, we closely collaborate with various departments which allows rapid response time and clear fl ow of action. Easy access to technical support, engineering, supply chain, and our repair shop technicians allows cooperative problem solving and ensures no detail is overlooked. Additionally, direct access to top management allows for quick decision-making and implementation.

To further increase effi ciencies, the Liebherr-Aerospace Management supports continual process improvement. Staff members are responsible for generating ideas which are then examined and implemented by the team. As new aircraft platforms and equipment are added to the Liebherr portfolio, on-going training by technical support ensures customer service staff are familiar with the utilization and characteristics of the components.

Within recent years, Saline Customer Service initiated an outreach program with the Lindenberg and Toulouse OEM’s. Each year, staff exchanges are conducted between facilities. These opportunities grant insight to the common as well as unique challenges each facility faces. As a result we’ve streamlined inter-company activities, developed portal based communication tools, and broadened support available to our international customer base.

We’re cultivating strong, long term relationships with our customers through timely and thorough communication. Each Customer Support administrator is assigned a specifi c portfolio of customers thus allowing personal attention and a sense of ownership to develop as the customer’s increasingly look to us as partners in solving their operational issues.

To meet an increasing demand for LRU and SRU’s, administrator roles were split to focus on either repair services or material sales activities. As a result we’ve successfully managed a 74 % sales volume increase without the need for additional staff. The success of this specialization shift will be more apparent as we further adapt to changing market demands.

Positive customer feedback and monthly performance ratings show our efforts are pointing us in the right direction. In 2016 it is our intent to spotlight employee growth while maintaining the high level of responsiveness our customers have come to expect. It is because of our professionalism and mission focus that our customers have grown to trust us and rely on us to provide them with outstanding customer service.

Liebherr-Aerospace Saline, Inc.’s Customer Service Department Mission Statement: “Provide the best quality service to our external customers while ensuring a high degree of support for our fellow colleagues.”

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Organization


Liebherr-Aerospace China Achieves FAA Part-145 Certifi cationFAA has approved Liebherr-Aerospace in Shanghai, division of Liebherr

Machinery Service (Shanghai) Co., Ltd.

Becoming a 14 CFR Part-145 Repair Station certifi ed by the FAA means that Liebherr-Aerospace China will enhance its maintenance services towards its airlines and MRO customers. The American certifi cation is a valuable tool, complementing the already secured quality certifi cates from China (CAAC) and Europe (EASA).

This additional certifi cation takes effect at the same time as the extension of the repair capabilities planned from this year onwards. This great achievement enables the Aerospace division of Liebherr Machinery Service (Shanghai) Co., Ltd. to provide local maintenance services adapted to the customer’s requirements.

The offi cial approval by the US Federal Aviation Administration, enables Liebherr-Aero space China to join the Liebherr-Aerospace network of FAA-approved maintenance organizations: all Liebherr-Aerospace repair stations around the world are now FAA certifi ed.

LEAN as part of the Continuous Improvement Effort at Liebherr-Aerospace Saline, Inc.LEAN initiatives in the manufacturing environment are commonplace. In fact, there is even a specialization to implement LEAN in MRO (equipment servicing industry). More recently, we have seen the advent of LEAN for the business or administrative environment. The goal here is to ensure that the processes involved in, and in support of manufacturing and MRO are as conducive, logical and swift as possible; think of generating quotes, invoices, engineering repairs, and other essential procedures in a timely and correct manner.

Liebherr-Aerospace Saline, Inc. has had a LEAN initiatives program in place since 2009 in its goal to speed up component repair TAT. A number of its managers have attended LEAN MRO and LEAN Applied to Business Processes (LABP) as taught at the University of Tennessee. These are weeklong specialized training sessions.

One of the lecturers, with many years of aerospace MRO specifi c experience, has developed a one-day course, based on the LABP curriculum, intended to be a concise version / “refresher” of best practices for staff that have administrative roles.

In February 2016, two groups and in total 50 staff were immersed in this course, hosted in Saline, Michigan (USA).

Members from Customer Services, Business Development, Finance, Quality, Engineering and even workshop supervisors completed this very informative and constructive training.

Trainer Bill Peterson of LEAN BP commented:“My experience is that business processes can constrain an MRO from reaching its potential sales revenue. Although Liebherr-Aerospace Saline Inc.’s operation is well on its way on their lean journey, its employees were very interested on how to streamline their own internal processes in support their technicians in meeting their external customer’s needs.”

A quote from the participants:Nicole: “A lot of useful ideas and tools to organize and focus. Interesting presentation with lots of examples which connect with the audience and bring the point across.”

FAA has approved Liebherr-Aerospace in Shanghai, division of Liebherr

Becoming a 14 CFR Part-145 Repair Station certifi ed by the FAA means that Liebherr-Aerospace China will enhance its maintenance services towards its airlines and MRO customers. The American certifi cation is a valuable tool, complementing the already secured quality certifi cates from China (CAAC) and

6

Technical Topics


Entry Into Service of the Airbus A350 XWB at TAMTAM (Transportes Aéreos Meridi-

onais), the Brazilian airline that has merged with LAN Chile in 2012 to form the LATAM Airlines Group, received from the Brazilian National Agency for Civil Aviation (ANAC) its approval for operating their A350 XWB in January 2016. Three days later, on January 25th at 10:45 am, Brazilian Summer Time, a new era in aviation began in the Ameri-cas by TAM Flight JJ3408. This fl ight was the fi rst originating revenue fl ight of the Airbus A350 XWB in the Ameri-cas by South American operator TAM. The fi rst fl ight took the aircraft from São Paulo Guarulhos International Airport (GRU) to Manaus (MAO). It returned on the same day to Guarulhos at 09:15 pm.

Liebherr-Aerospace supplies the leading edge slat actuation system for the A350 XWB, along with the active differential fl ap gearbox and the nose landing gear.

As TAM was the 4th A350 XWB launch customer, Liebherr-Aerospace provided on-site Field Service Representative (FSR) support with Mark Sobol, Manager, Technical Services of Liebherr-Aerospace Saline, MI (USA) for the fi rst three weeks of operations.

Mark had to be at the airport at 06:45 am each day for the power up and departure together with the Line Maintenance engineers from TAM and the Airbus on-site team and to be on call during the ground time in Manaus and after the return of the aircraft. He took the opportunity of his presence to train the TAM engineers on the related ATA 27 and 32 components

No delays, cancellations, or addi-tional maintenance have been reported on the Liebherr Systems during his three weeks’ stay.

Liebherr-Aerospace Saline, Inc. has a long standing working collaboration with TAM. So the support was greatly appreciated by TAM by having an FSR from the region on-site.

Liebherr will continue to support TAM by frequent visits over the fi rst six months of operations. In addition, Liebherr-Aerospace Brazil (LAB) will also support the customer for any issues that may arise.

A380 Bleed System: An Upgraded PrecoolerLiebherr-Aerospace Toulouse SAS

(France), Liebherr’s center of excellence for air management system, has devel-oped a new precooler for the bleed system of the Airbus A380. It is a next generation, reinforced version of the equipment that the company already provides for the aircraft.

The function of a precooler is to cool down hot air extracted from the engine, before it circulates safely through bleed ducts and supplies downstream users.

Since the Entry into Service of the aircraft in 2007, the A380 precooler suf-fered from early ageing, mainly due to an excessive on-wing thermal fatigue, above its design specifi cations.

This new A380 precooler version integrates the latest technical improve-ments developed by Liebherr-Aero-space for the A320neo and A330neo and also benefi ts from manufacturing optimizations. The main challenge for our engineers was to develop a rein-forced equipment without changing its

geometry and interfaces. It features features:- A modifi ed, more robust core with

reinforced parting sheets and fi ns- Improved cold inlet and outlet fl anges- An optimized brazing process

Qualifi cation tests already demon-strated the superior quality of this high grade product that will now prove its effi ciency on-wing.

This new A380 precooler is deliv-ered to Airbus Final Assembly Line (FAL) since September 2015 and has become since then the standard for all A380 precooler repair (recoring). Liebherr-Aerospace’s objec-tive is now to pro-mote up-grades to

this new standard, in order to give to the operators a new opportunity to maxi-mize the performance and reliability of Liebherr-Aerospace precooler installed on their A380 fl eets and to secure their operations by avoiding early unsched-uled removals.

For further details, feel free to con-tact your local representative.

FSR Mark Sobol at the A350 XWB nose landing gear developed by Liebherr-Aerospace

7

Technical Topics


Liebherr-Aerospace Opens Its New Facility in Saline, Michigan (USA) and Adds New Repair Capability

April 2016 – On April 21, 2016 Liebherr-Aerospace Saline, Inc. inaugurated its new facility on its site in Saline, Michigan (USA). Local dignitaries as well as representatives of the Liebherr-Aerospace Management attended the celebrations.

The building was constructed adjacent to the existing 140,000 sq ft facility of Liebherr-Aerospace Saline, Inc. It is the fi rst industrial utilization of the 54 ac. parcel of land Liebherr acquired in 2008 in addition to the initial 14 ac. lot.

With this new 35,000 sq ft facility, Liebherr-Aerospace Saline, Inc. will expand its activities in the light manufacturing sector and build abilities to repair heat exchangers.

Charles Thoyer-Rozat, Executive Vice President Customer Services Aerospace of Liebherr-Aerospace & Transportation SAS, said: “Our ability to re-core heat exchangers is a substantial addition to our repair capabilities in the United States. Linked with a pool of serviceable exchange units, it complements very effectively our worldwide service network for the benefi t of our customers.”

“We have researched the latest and most advanced of manufacturing technologies such as robotic assisted welding as well as 3D non-contact metrology inspections and adapted these for implementation in our heat exchanger re-core shop. Liebherr’s design and manufacturing experience in combination with our servicing expertise will provide our customer base with a superior alternative to the maintenance

of their equipment”, added Alex Vlielander, President Liebherr-Aerospace Saline, Inc.

The company, which came into operation in 1991, supports customers in the Americas in the fi elds of sales, inventory, maintenance, repair, overhaul and technical services for air management systems, fl ight control and actuation systems as well as landing gear systems. Moreover, Liebherr-Aerospace Saline assembles fl ight control components.

For equipment the company has either no in-house nor in-country service capability, it performs a liaison function between the customer and the service organizations of Liebherr’s Original Equipment Manufacturers in Europe, Liebherr-Aerospace Toulouse SAS, Toulouse (France) and Liebherr-Aerospace Lindenberg GmbH, Lindenberg (Germany) including exchanges and repair management.

Bleed Test TrainingLiebherr-Aerospace produces bleed test sets for the

Airbus Single Aisle, Long Range, and A380. The bleed test set was placed in the Airbus AMM as an additional tool for trouble-shooting and performing bleed air system health checks to improve diagnostic and optimize maintenance. This tool is benefi cial to customers’ dispatching fl eet rate with higher results.

Along with the production of the bleed test set, Liebherr-Aerospace also offers a plane side on-wing training. This training takes the operators engineers, training department through the complete testing with the bleed test set.

Liebherr-Aerospace Saline, Inc. has provided, over six different operators with on-site training over the course of the last 12 months in the Americas.

The trainings ranged from the training to the airlines technicians or to airframe maintenance MROs.

The training provided is very comprehensive and thorough. After the training is accomplished, Liebherr-Aerospace continues to support the end user by providing assistance when needed.

Heiko Luetjens, Managing Director & CTO Flight Control/Actuation Systems, Landing Gear Systems, Hydraulics, Liebherr-Aerospace & Transportation SAS, Josef Gropper, Managing Director & COO Production, Purchasing and Asset Investments, Liebherr-Aerospace & Transportation SAS, Alex Vlielander, President, Liebherr-Aerospace Saline, Inc., Gretchen Driskell, State Representative, Philipp Liebherr, Mayor Brian Marl, City of Saline, Dr. Kevin Michaels, Vice President ICF International, Tony Vernaci, Vice President Global Business Development for the Michigan Economic Development Corporation (MEDC), Nicolas Bonleux, Managing Director & Chief Sales Offi cer, Liebherr-Aerospace & Transportation SAS, Francis Carla, Managing Director & CTO Air Management Systems, Liebherr-Aerospace & Transportation SAS

At Coopesa (Costa Rica), after a long night of training and hard work, the team was happy to capture some good moment and experience!

Liebherr-Aerospace Will Attend the Following Events

June 1-4, 2016

ILA Berlin Air ShowBerlin ExpoCenter AirportGermany

July 11-17, 2016

Farnborough AirshowFarnborough, United Kingdom

September 27-29, 2016

MRO Asia-Pacifi cSingapore Expo Convention and Exhibition CentreSingapore

8

Issue No 9 / October 2011

Events


Liebherr-Aerospace Training Calendar – 2nd Semester 2016Type Date ATA Chapter LocationAirbus

Single Aisle (SA) September 6 - 8 ATA 21/36 Engine Bleed Air System & Air Conditioning System Level I, II, III Toulouse

On request ATA 21 Environmental Control System (old system) Toulouse

June 14 ATA 36 Engine Bleed Air System (A320neo) Level I, II, III Toulouse

Long Range (LR) September 20 - 22 ATA 21/36 Engine Bleed and Environmental Control System Level I, II, III (A330) Toulouse

On request ATA 21/36 Engine Bleed & Environment Control System (A340-500/600) Toulouse

A350 September 15 & 16November 7 & 8

ATA 27/32 High Lift & Nose Landing Gear System Lindenberg

A380 May 11 & 12 ATA 21 Supplemental Cooling System Level I, II, III Toulouse

May 9 & 10 ATA 36 Engine Bleed Air & Pneumatic Air Distribution System Level I, II, III Toulouse

On request ATA 29 Hydraulic Cooling System Level I, II Toulouse

SA / LR / A380 September 12 - 14 ATA 27 Flight Control Components Level III Lindenberg

A400M May 11 ATA 27 Flight Control Components Level III Lindenberg

On request ATA 27 Flight Control Components Level V Lindenberg

On request ATA 52 Door Ramp and Actuation System Level V Lindenberg

SA / LR / A380 / B747-8 On request ATA 36 Bleed Test Set GSE Level IV Lindenberg

Boeing

B747-8 June 20 - 23 ATA 21/36 Engine Bleed & Environmental Control System Level I, II, III Toulouse

Bombardier

CRJ1000 June 8 ATA 27 Rudder System Level III Lindenberg

CRJ700 / 900 / 1000 June 7 - 9; October 4 - 6 ATA 21/30/36 Integrated Air Management System Level I, II, III Toulouse

CSeries June 1 - 2; November 17 - 18 ATA 32 Landing Gear System Level III, IV Lindenberg

On request ATA 32 Landing Gear Servicing Level IV On Aircraft Customer facility

May 24 - 27; November 22 - 25 ATA 21/30/36 Integrated Air Management System Level I, II, III Toulouse

COMAC

ARJ21 August 24 - 25 ATA 32 Landing Gear System Level III, IV Lindenberg


Embraer

E170 / 175 October 11 & 12 ATA 32 Landing Gear System Level III, IV Lindenberg


E190 / 195 October 18 & 19 ATA 32 Landing Gear System Level III, IV Lindenberg


Sukhoi Civil Aircraft

SuperJet 100 November 14 & 15 ATA 27 Flight Control System Level III Lindenberg

November 8 - 10 ATA 21 / 30 / 36 Integrated Air Management System Level I, II, III Toulouse

On request ATA 27 Level IV Rigging On Aircraft Customer facility

Finmeccanica Helicopters

AW109, AWT129, AW169, AW189

On request Environmental Control System(please contact Finmeccanica Helicopters for coordination)

Customer facility

The Voice of the Customers: Confi dence Level Improved over the Years

Because we care about your opinion, Liebherr-Aerospace have launched a Customer Trust Rating survey since 2013 in order to evaluate the satisfaction of the customers on a regular basis.

This survey done with nearly 2,500 end-user customers (airlines, MROs) allows us to adapt our products and services in order to stick as close as possible to their expectations and requirements, and to monitor the results of our strategy.

Different areas from Customer Support and Services are rated, such as (i) contact and communication, (ii) engineering support and technical services, and (iii) material support and services performance.

The results are analyzed to focus our efforts on identifi ed rooms of improvement.

The number of customers that would promote Liebherr-Aerospace products and services are more and more numerous all along the years. This corresponds to our willingness to establish long term relationships from a reliable and trustworthy partner.

Recently, the questionnaire was available in fi ve languages; this refl ects the proximity of our global network. A new wave was launched early April 2016 and we hope customers will be numerous to answer.

Thank you for your renewed confi dence in our products and services.

The positive outcome of this survey performed by Liebherr-Aerospace is confi rmed by the 2015 rating performed by Airbus where Liebherr-Aerospace has been ranked by the airlines #9 out of 41 suppliers, improving its position by 12 ranks since 2014.

Congratulations to the support and services team for this great achievement that highlights the enhancement of trust with our airline customers!

The volume of “satisfi ed” and “very satisfi ed” customers increased considerably over the years and the “dissatisfi ed” customers was almost divided by 2 within 24 months.

60 65 70 75 80 85 90 95 100

Overall Contact &Communication

Engineering Support & technicalservice performance

Material support and Servicesperformance

Satisfaction results per area

2015

2014

2013

-11,80% -12,90% -7,70%

64,50% 65,70% 65,90%

23,70% 21,40% 26,40%

2013 2014 2015

Liebherr-Aerospace overall satisfaction

Dissatisfied satisfied very satisfied

9

Issue No 9 / October 2011

Events


Up-coming Liebherr-Aerospace Regional Technical Workshop: Save the Date

Location Platform Date ATA ChaptersLiebherr-Aerospace Toulouse Airbus Single Aisle, Long Range, A380 3 days, week ending 07/Oct/2016 ATA 21, 36, 27

Liebherr-Aerospace Singapore Airbus Single Aisle, Long Range, A380 3 days, week ending 14/Oct/2016 ATA 21, 36, 27

Liebherr-Aerospace Saline, Michigan Airbus Single Aisle, Long Range 3 days, week ending 21/Oct/2016 ATA 21, 36, 27

Liebherr-Aerospace China, Shanghai Airbus Single Aisle, Long Range, A380 3 days, week ending 25/Nov/2016 ATA 21, 36, 27

Liebherr-Aerospace Saline, Michigan Bombardier CRJ 2017 ATA 21, 30, 36

Liebherr-Aerospace Toulouse Bombardier CRJ 2017 ATA 21, 30, 36

Liebherr-Aerospace provides Regional Technical Workshop aimed at new operators as well as a refresher of good practises for operator specialists and employees in maintenance, training and technical engineering services departments. Those open forums will up-date the participants on the progress of plans for the resolution of in-service issues,

provide maintenenance best practices and share the benefi ts of recently developed solutions. The exact dates for 2016 will be communicated during the second half of 2016, and you will receive an invitation from your dedicated service center. Depending on fl eet coverage of participating airlines, this agenda may be adjusted.

Customer Feedback

Borajet Embraer E190

F.l.t.r.: Ali Zengin, Engineering Manager, Olcay Özbay, Technical Director, both of Borajet Airlines, and Thierry Gourmanel, Head of Regional Sales & Marketing EUMEA Customer Support & Services of Liebherr-Aerospace & Transportation SAS at the contract signature ceremony

F.l.t.r.: Imed Mhiri, General Manager, Tunisair Technics, Thierry Gourmanel, Head of Regional Sales & Marketing EUMA Customer Support & Services of Liebherr-Aerospace & Transportation SAS, Najoua Azzabi, Purchasing Director, Tunisair Technics, after the contract was signed.

Contracts


Liebherr-Aerospace Signs Agreement on E-Jet 190/195 Landing Gear Overhaul with Borajet Airlines

Liebherr-Aerospace Signs a Repair Services Agreement with Tunisair Technics

Turkish carrier Borajet Airlines, which is based in Istanbul, currently operates thirteen Embraer 190/195 aircraft, each of which must be overhauled every 20,000 fl ight cycles or 10 years, according to the requirements defi ned by the Maintenance Review Board.

Liebherr-Aerospace will carry out all overhaul activities of the nose and main landing gear systems at its facility in Lindenberg (Germany). Jan Uhlig, Director Customer Support at Liebherr-Aerospace Lindenberg GmbH said: “We can fully leverage our comprehensive know-how as a system developer and MRO Excellence Center, to meet the exact requirements for carrying out the service work defi ned in this order.”

Imed Mhiri, General Manager, Tunisair Technics said: “We are happy to have Liebherr at our side to support us with our components maintenance activities. The company knows what we require”.

Joël Cadaux, Director Business & Services from Customer Services of Liebherr-Aerospace & Transportation SAS declared: “This is the confi rmation of a long historic relationship between our two companies. Liebherr-Aerospace offers tailored solutions, adapted to our customers’ fl eet sizes and business requirements. Tunisair Technics, as well as the fi nal customers Tunisair and Tunisair Express, will benefi t from our MRO expertise and know-how.”

The support services will be performed by Liebherr-Aerospace’s service stations in Lindenberg (Germany), center of excellence for landing gear and fl ight control systems, and in Toulouse (France), center of excellence for air management systems.

Liebherr-Aerospace and Tunisair Technics have signed a Repair and Services Agreement on April 12nd, 2016 at Tunis Technical complex of Airport Tunis Carthage. It covers covers A319 / A320, A330 as well as ATR72 and CRJ900 aircraft operated respectively by Tunisair and Tunisair Express.

“We feel comfortable to work with OEM Liebherr for our dense landing gear overhaul program. Liebherr has a high level of fl exibility and understands what we expect as an operator”, commented Olcay Özbay, Technical Director at Borajet Airlines.

The complete landing gear systems for the E-Jet family E170, E175, E190 and E195 were developed and manufactured by the OEM Liebherr-Aerospace Lindenberg GmbH, Liebherr’s center of excellence for fl ight control and landing gear systems.

Contact: Sophie [email protected]

Person Responsible: Charles Thoyer-Rozat, Executive V.P. Customer Services Aerospace

Published by: Liebherr-Aerospace & Transportation SAS408, avenue des Etats-Unis31016 Toulouse / Cedex 2, Francewww.liebherr.com

Contributors: Sami Blal, Daniel Brum, Joël Cadaux, Will Dew, Sven Dicke, Guillaume Gard, Thierry Gourmanel, Nicolas Lorgeoux, Mark Sobol, Eric Thévenot, Alex Vlielander.

© 2016 Liebherr-Aerospace & Transportation SAS

issue no 20 / april 2016 the customer support and services

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