3. Global Coverage
• Embraer Customer Services worldwide locations.
Weybridge
Paris
Dallas
Beijing
Fort Lauderdale
Sao Jose dos Campos
Botucatu
Melbourne
4. Customer Service Philosophy
•Embraer is focused on understanding and meeting the
requirements of its customers.
• Focus on customer satisfaction and close communication
• The right part, at the right place, at the right time, at a fair price
• Responsive and customized support services.
Aircraft Supported
Field Support 650 ERJ 135/140/145
Representatives Count
350 EMB 120 Brasilia
Brazil 10
Customer Services 300 EMB 110Bandeirante
Employees North America 32
100 EMB-121 Xingu
Embraer Employees Europe 28
Brazil 410 150 AM-X
Asia/Australia 6
Brazil 10,430 North America 120 600 EMB-312 Tucano
North America 205 Europe 100 180 EMB-326 Xavante
Europe 190 Asia/Australia 13
Update: November 2002
Asia/Australia 37
5. Full Support
Embraer Customer Services is a highly empowered organization,
designed to support customers in every aspect of aircraft
operation.
Customer
Service
Technical Logistic Material Maintenance
Services Support Support Services
AOG support Components repair and overhaul
field & technical support stock quality
costs & reliability spares sales spares planning Aircraft repair
spares logistics pricing
operational support
training special programs
CIS/Aerochain e-commerce
suppliers interface provisioning
account managers warranty management
6. Innovation in Services
•Embraer uses cutting edge technology to offer a
wide range of services to streamline maintenance,
parts and operations.
AEROChain/Customer Integration System (CIS)
• Embraer Internet portal that supports maintenance &
operations.
• Digital market place
• MRO
• VMI (Vendor Monitoring Inventory)
Spares Global Support Packages
• Optimized provisioning to fleet hour agreements
• Heavy Check Solutions
• Collaborative inventory planning
7. Customer Services Added Value
Year Year Year Year
0 5 20 35
PRODUCTION & A/C SALES
- Active participation on sales campaigns
- Feedback from the field and
from fleet operations
A/C
DEVELOPMENT
- Operational
and
maintenance
needs
AFTER SALES SUPPORT
- Customers technical support
- Customers’s loyalty and Embraer image improvement
- Revenues
8. Added Value: Development Phase
• In the product development phase, Customer
Services brings its experience and lessons
learned from Customers operations, helping
Embraer with:
– Engineering support,
– Simultaneous engineering focused on fleet
performance improvement and maintenance
costs reduction.
9. Added Value: Production Phase
• Customer Services monitors the technical
and operational issues ocurring during
operations, as well as the Customer needs,
helping to find the solutions.
• Customer Services takes an important role in
the a/c sales process, helping to provide
competitive advantage for our products and
the best cost equation to the customers.
10. Added Value: After Sales Support
• By monitoring fleet operation continuously,
Customer Services helps to improve:
– Customers loyalty, providing technical solutions
that help the reduction of operational and
maintenance costs,
– Product image, helping to increase the fleet
performance levels,
– Company image, resulting of its positive attitude
and commitment with Customers.
11. Added Value: Revenues
• Maintenance services
– EAMS
• Spare Parts sales
• Logistic services
• Global Support Program
• AEROChain
12. Revenues: Maintenance Services
• Maintenance services (0-120 pax), will amount to
US$ 106 billion in the next ten years, with the
following breakdown:
Per region (%) Per market segment (%) Per type of service (%)
USA
< 30 pax
Europe Airframe
30/60 pax
Canada&Caribean Components
60/90 pax
Latin America Engine
90/120 pax
Africa&M.East Painting
Asia
13. Revenues: EAMS Services
• The Embraer Aircraft Maintenance Services will
supply services in 2003, to regional operators in the
USA, with the following breakdown:
Airframe
Components
Painting
14. Revenues: Spare Parts Sales & Logistic
Services
• Embraer spare parts sales worldwide in 2002 :
USA
Europe
Brazil
• Embraer provides pool services, parts exchange,
parts rental and parts consignment in Europe and
USA
15. Revenues: Global Support Program
• As a result of a new aviation environment,
Embraer Customer Services also offers to
the market a “Global Support” Program.
• This program assures to the airlines, by a
fixed cost, a pre-defined set of maintenance
services, opening for Embraer a new
business oportunity.
16. Revenues: AEROChain
Embraer’s e-marketplace
provides the following
services to the aerospace
industry: spare parts
trading, planning and
collaboration tools,
technical support, access
to technical publications,
training and maintenance
management tools.
17. Revenues: AEROChain (cont)
• In addition, AEROChain’s features will allow
Embraer to:
– Increase it’s revenues in part sales,
– Reduce some administrative and material costs,
– Reduce inventory levels.
• AEROChain will also improve our relationship
with Customers, helping them to reduce
inventory levels (e.g.: Express Jet, with 2.000
items in 6 locations).
18. Leading the Industry
• According to Meridian International Research,
Embraer offers the best product support among
regional aircraft manufacturers.
Customer Satisfaction Survey
1999 2001
1st Embraer 6,55 6,67
2nd Bombardier 5,49 5,78
3rd Fairchild-Dornier - 5,65
Note: This customer satisfaction survey is performed each two years by Meridian International
Research
