Gulfstream relies on European customer support

Gulfstream Aerospace arrives at EBACE 2022 with plans to extend its support to European operators flying its large-cabin jets. Gulfstream’s president of customer service, Derek Zimmerman, said AIN the enhanced support will include an extension of its technical support contact center to its Farnborough service center, which opened nearly two years ago. “The 24/7 contact center is currently based in Gulfstream’s Savannah [Georgia] head office and this is the first time we are expanding in Europe,” he said.

The expansion requires the addition of mechanical systems specialists, as well as avionics and cabin communications experts, to the Farnborough contact centre. Additionally, the OEM has appointed a new after-sales service representative for Spain, who will be based in Madrid. Gulfstream’s growing fleet and presence in Spain prompted the addition of a representative there, Zimmerman said.

In addition to its 225,000 square foot (20,903 square meter) Farnborough Service Center, which offers sustainability measures such as rainwater harvesting, in-shed radiant heating systems and smart lighting controls , Gulfstream’s customer support options in Europe extend to sister company Jet Aviation. facilities in Vienna, Geneva, Basel and Zurich, as well as authorized warranty service provider Altenrhein Aviation in Thal, Switzerland. These operations are supplemented by 26 members of the Field and Air Support Team (FAST) in Europe and the UK.

With Gulfstream’s G700 set to be the next jet to come online, Zimmerman noted that customer support team personnel are involved in the design and development of new aircraft. As the company prepares for a new model to enter service, Gulfstream is establishing Customer Operational Readiness (COR) teams to prepare customers to receive the model.

The composition of the COR team typically includes a cabin systems specialist, an entry-into-service pilot, and a COR representative who works with the customer until they are familiar with the aircraft. “These teams visit our customers’ facilities and review their capabilities and needs on-site, so that we can make any necessary recommendations to help our customers operate their new aircraft successfully,” Zimmerman added.

Beyond Europe, Gulfstream continues to expand its customer support network. In July, Zimmerman said he expects the company to open its 160,000 square foot (14,864 square meter) service center at Fort Worth Alliance Airport in Texas. The company plans to transfer customer service employees from its Dallas Love Field plant to Fort Worth, in addition to creating 50 new jobs.

Gulfstream’s newest service center will be a 225,000 square foot facility in Mesa, Ariz., where the company is set to open in late 2023, Zimmerman said. Prior to this opening, Gulfstream began hiring there and operates out of a hangar it opened in March.

“The existing facility [in Mesa] includes a large hangar that can hold multiple large-cabin Gulfstreams, a customer office, tool room and spare parts inventory,” he explained. “A variety of routine inspections and maintenance for all Gulfstream aircraft in service are offered, along with AOG/drop-in support to meet any immediate customer needs.”

Earlier this month, Gulfstream announced it would expand refinishing operations at its downtown airport facility in St. Louis, Illinois to increase production of cabinetry and exterior paint. for its large cabin jets.

This expansion will include the hiring of 140 additional cabinet makers and finishers, upholsterers, aircraft painters, manufacturing and operations engineers and certification inspectors, as well as additional support positions. The St. Louis center serves large cabin and midsize aircraft registered in the United States or Europe under its FAA and EASA Part 145 certificates.

Joseph P. Harris