achievements phenom 100...

The Embraer AdvantageA Customer Support Publication Contact us: [email protected]

Editorial Coordinator: Elaine Moreira da SilvaWriter: John BrownCollaborators in this issue: Ana Paula Alcantara, Daniel Bachmann, Maureen McMaster, Scott Kalister, Teresa CepinhoArt Direction: Performa Comunicação

Maurício Aveiro has served since 2005 as Embraer’s Vice President, Customer Support, Executive Jets with worldwide responsibilities for the executive aircraft market. He began his career in Customer Support in early 1999, charged with developing logistics for the introduction of the Embraer Regional Jet family (ERJ 145). In 2001, Maurício moved to Embraer-Europe where he directed Customer Support and Services for Europe, the Middle East and Africa, serving there until late 2005.

In the 1980s Maurício worked in the manufacturing unit of Embraer and then held senior positions with Norwegian and Swedish companies in Brazil’s oilfield and pulp industries, rejoining Embraer in 1999.

Maurício graduated from ITA (Instituto Tecnológico de Aeronáutica) in Brazil as a mechanical and aeronautical engineer and completed postgraduate work in Business Administration from FGV (Fundação Getulio

Vargas) in São Paulo, Brazil.

Maurício and Lúcia, his wife of 19 years, reside in São José dos Campos, Brazil with their five children ranging from 6 to 17 years of age. Maurício and Lúcia are both required to have a commercial driver’s license in order to drive their family mini-bus in which they

have just completed a 2,000 mile, 2-week driving trip into the interior of Brazil. Maurício recently started flying and is working toward his sport pilot’s license.

Inside the Customer Support Team

Phenom 100 AccomplishmentsThe flight testing of the Phenom 100 is tracking on schedule, its milestones being met just as predicted.

As of early February, the three Phenom 100 aircraft had logged more than 460 flight hours. The altitude, airspeed calibration, water ingestion, artificial ice and flutter tests have been completed. The flying qualities and performance tests are currently in progress. Meantime, Embraer Executive Jet Support teams worldwide are working in well-planned preparation for the Phenoms’ entry into service. Here’s a broad accounting of our efforts to date:

The first dedicated Phenom field representative, Gilbert Gonzales, has been hired – a full eight months prior to the Phenom’s scheduled entry into service. He is now assigned to the flight test program located at Gavião Peixoto, Brazil, gaining invaluable first-hand experience in the operation and maintenance of the Phenom 100. “At Phenom entry into service, Gilbert will be fully versed on

the systems and maintenance of the Phenom. Never has a manufacturer committed this kind of effort in training a new airplane’s field support team,” said Scott Kalister, Vice President, Customer Support North America Embraer Executive Jets.

An early production aircraft – Phenom 100 # 4 – has been designated as a maturity program aircraft. First assignment, a team of Embraer customer support representatives and engineers will demonstrate in real-world terms the aircraft scheduled maintenance procedures. All the tooling designed for the support of this aircraft will be used to confirm form, fit and

function. This hands-on experience will ensure that the airplane meets all of our maintenance design criteria.

The Phenom North American Service Centers are meeting in anticipation of the first aircraft delivery. All authorized service center contracts are signed, tooling is on order and technician training is scheduled. Construction is underway on Embraer’s three Executive Jet Service Centers (see article in Service Center insert.)

The final details of the UPS logistics support agreement have been finalized and the agreement has been signed. UPS’ expertise in logistics and warehousing will support our customers’ operations around the globe.

According to Maurício Aveiro, Embraer’s Vice President, Customer Support, Executive Jets, “This is Embraer’s opportunity to demonstrate our commitment to support the Executive Jet market. We will be ready.”

Phenom 100

• Phenom Service Center Entry Into Service – Business Issues MeetingMar 18-19, Dallas, TX, USA

• EEOC – Europe – Embraer Executive Operators ConferenceApr 7-9, Prague, Czech Republic

• Fórum Empresarial de Comandatuba Apr 19-21, Brazil

• EBACE – Press ConferenceMay 19, Geneva, Switzerland

• EBACEMay 20-22, Geneva, Switzerland

• Mini Conference – Legacy Executive OperatorsMay 28, Moscow, Russia

ACHIEVEMENTS

Upcoming EventsUpcoming Events

4 Issue 7 - March 2008 | A Customer Support Publication | The Embraer Advantage

To learn more about Embraer Executive Jets participation in air shows and events, please visit:

www.EmbraerExecutiveJets.com

Welcome to the first edition of The Embraer Advantage, our new Executive Jets Customer Support newsletter. A customer-focused momentum is sweeping throughout Embraer, and nowhere is it more obvious than in

Executive Jets Customer Support. We think these visual and verbal changes to the newsletter reflect our commitment to giving you, our valued customers, the most comprehensive aircraft support in the industry.

The advantages of operating an Embraer aircraft – efficiency, economy and the ability to go, day after day, flight after flight – depend, ultimately, on reliability. Dispatch-readiness matters most, and our worldwide customer support team is dedicated to meeting the demands of your flight operation.

A special insert accompanies this edition of The Embraer Advantage. Inside, you’ll find an update on our service center network. We are building new Embraer-owned facilities, improving the availability of spare parts and refining our customer services. These are exciting days. All of us at Embraer are eager to hear your feedback about these improvements, as we pledge our continued best efforts in meeting your Executive Jet needs.

I want to thank you for your loyalty to Embraer, for your continued trust in our ability to serve you well. The Executive Jets Customer Support team wishes you a profitable and especially enjoyable 2008. We are looking forward to hearing from you and working with you this year in our shared commitment to keep you flying.

Maurício Aveiro Vice President,Customer Support - Executive Jets

EEC - Embraer Executive CareDelivering Value

Embraer Executive Care functions as a crystal ball for your aircraft maintenance costs. Embraer Executive Care (EEC) gives you control over maintenance budgets through a program of hourly rates that make budgeting more accurate. Payment schedules are predictable and uniform, with no surprises, because Embraer assumes the financial risk for increases in parts or labor prices. EEC simplifies your budgeting, since billing is based on your anticipated flight hours, your operational profile, and a forecast of your required maintenance hours. The result: your maintenance costs are amortized into a regular, affordable monthly payment. Your cash flow is smoothed. And unexpected expenses – unscheduled events that might bust your budget – become Embraer’s responsibility. Not yours. Additionally Embraer Executive Care complements your standard warranty coverage, going on to cover such expenses as freight for parts, scheduled and unscheduled maintenance events and AOG rescue teams. You have the option of paying a reduced hourly rate during the warranty period or flat-rate across the contract period. Best of all, you choose from three levels of Embraer Executive Care, tailoring the program to your precise needs.

Standard EEC covers airframe parts necessary for scheduled and unscheduled maintenance including

freight and insurance, as well as Embraer’s industry-leading tracking and planning system, provided by FlightDocs. A second, intermediate level of care adds labor costs for 24 and 48 month scheduled inspections. And finally, a third level, enhanced EEC, also covers labor costs for all levels of maintenance, including line, intermediate and heavy, as well as providing AOG rescue-team coverage for those emergencies that always seem to happen at out-of-the-way locations. Cleveland-based Flight Options knows first-hand the value of Embraer special programs from its five-year experience with the Legacy 600. More and more, the company is turning to Embraer to ensure the performance, the reliability, and the flexibility for which it’s known. In fact, Flight Options is the only fractional provider in the world to offer its customers the Embraer Legacy 600, and now Flight Options is looking to late-2009 to begin deliveries of their 100 Phenom 300s, when all the benefits of EEC will serve its newly expanded fleet. For the peace of mind that comes with predictable and uniform maintenance costs and the added-value of full Embraer maintenance support, learn more about all of the Embraer Executive Care options and benefits. For program details in your area, call Embraer Executive Jets – North America (+1 954) 359-3799, Europe (+33 1) 4938-4328 and Latin America (+55 12) 3927-4087.

• Aviation Services for Executive Jets • All in the Embraer Family • Operations Support Tools

• Phenom 100 Accomplishments • Inside the Customer Support Team • Upcoming Events

INSIDE THIS ISSUEINSIDE THIS ISSUE

Phenom 300

EA 7.indd, Spread 1 of 2 - Pages (4, 1) 13/3/2008 15:05

Aviation Services for Executive JetsIn early 2007, Embraer established Aviation Services as an independent Business Unit. Embraer Aviation Services is focused on providing high-quality, value-added services to both Executive and Commercial Aviation customers. This unit operates in three areas: MRO (Maintenance, Repair and Overhaul), Customer Training and Materials & Logistics including Embraer Executive Care. New developments in the Aviation Services Unit include the Embraer service centers, the CAE/Embraer training joint venture and Phenom parts distribution arrangement with UPS.

The consolidation of the management of these service businesses was undertaken to provide better, more efficient and more customer focused after-sale services. We invite you to read about some of the recent accomplishments of this new organization.

A Brazilian (Jet) in Paris

As you read, Embraer Executive Jet Services - Le Bourget (EEJC-LBG) is welcoming its first customers. Designed for customer comfort and convenience, for technical functionality and efficiency, this facility is the first Embraer dedicated center for executive aviation in Europe, appropriately set at the busiest business-jet

airport on the continent. The service center stands just twenty miles from downtown Paris.

Initially the 1,900 square meter service center will perform scheduled and unscheduled maintenance on the Legacy 600, to be followed quickly with identical services for both the Phenom 100 and 300, as well as AOG recovery service. Specialized


Upcoming issues of Pro Pilot and Aviation International News will feature the magazines’ annual customer support surveys. In our renewed company-wide commitment to ever better service, all of us at Embraer Executive Jets

Customer Support encourage you to participate in these important measurements of our performance.

Logistics - On-site stocks

Le Bourget Service Center

software – Quantum Control Enterprise Resource Planning it’s called – will manage all MRO activities at the service center, guiding aircraft service, distribution of spare parts, and hangar controls. At EEJC-LBG visitors will find exceptional customer amenities including: large-screen television/DVD player, telephones/fax, complimentary beverages (the coffees and teas are already earning rave reviews), and high-speed wireless Internet connectivity. Customers may use the center’s conference room at any time. A bilingual staff (French/English) waits to serve your personal needs, including discounted hotel reservations and bookings for limousines, taxis, or rental cars.

Please visit us soon at this newest extension of the worldwide Embraer support network.

On-Site Stocks

On-Site Stock, Embraer’s bold new commitment to customer satisfaction, is now improving parts availability in all Embraer-owned service centers worldwide and in most Embraer-authorized centers for executive jets. Critical and frequently-needed parts, both expendable and reparable, will be stocked on site, ready for immediate installation on customers’ Legacy 600s.

At the moment, $80,000 worth of parts stand on the shelves of twelve authorized service centers in the United States, an Embraer investment of $960,000. Additionally, EAMS - Embraer Aircraft Maintenance Services in Nashville, Tennessee already maintains a million-dollar parts inventory on site. ExcelAire in Ronkonkoma, New York is ramping up its on-site stocks, where by March, 2008 that facility will house the East Coast’s regional support stock. In August of 2008 the new Embraer-owned service center in Mesa, Arizona will receive the West Coast’s regional support stock – bringing the total value of Embraer-owned parts at the service centers to $3.96 million.

In this willingness to assume the capital investment necessary to maintain deep, wide, ongoing parts

inventory, Embraer has again broken new ground in customer support. With these parts in place, on site, ready to go, turn-times will shorten; aircraft will return to service even sooner.

Just ask the Legacy 600 operator AOG at La Guardia over the Thanksgiving holiday last year. A quick call to the ExcelAire Service Center brought a technician with a replacement part in hand for the suspect component. The technician was able to repair the aircraft, sending it on its way that same evening – an immediate solution made possible by parts in stock coupled with excellent service center response to customers’ needs.

ACHIEVEMENTS

Customer Service at Embraer´s headquarters in São José dos Campos

The Embraer Advantage | A Customer Support Publication | Issue 7 - March 2008 3

All in the Embraer FamilyScott Tyner cut his aviator’s teeth as a flight mechanic on international operations of Challengers and Gulfstreams. His first paying work as a pilot came in the right seat of a Challenger 601, again on international routes. “I lived every pilot’s dream,” he admits, “flying big jets internationally on low time.” Soon enough he was flying left-seat on a Hawker 800XP and a Challenger 604.

Now chief pilot and aviation manager for CCA, a builder of residential roofing trusses with three production facilities -- in Boca Raton, Florida; Rockford, Illinois; and Fayetteville, North Carolina -- Scott captains a Legacy 600 on missions that depend on the roominess of the Legacy’s cabin, a key factor in CCA’s purchase decision.

The family-owned company has grown and prospered across fifty years of service to the building industry, and corporate aviation has played a prominent role in that growth. “Most of our missions involve taking family members to meetings, plant visits, and such trips where we need to put a large group of people on the ground in a hurry,” Scott says. “With previous aircraft we were forced to fly multiple legs to ferry all the executives to these meetings. And so cabin size and comfort and those 244 square feet of baggage area became huge selling points for the Legacy.”

The Legacy’s proven reliability figured prominently in CCA’s decision-making as well, and Embraer

support-after-the-sale has met Scott’s expectations. And then some. “I give Embraer only the highest marks,” he says. “Anytime we’ve had an issue involving the plane’s performance, Embraer has gone above and beyond in its response.”

Case in point: recently, the Legacy’s stall-protection system began producing false warning signals. “The call came in on a Sunday,” recalls Ashok Kapadia, Scott’s Customer Support Representative, “and I offered Scott some quick trouble-shooting options. The aircraft was scheduled for major maintenance at Constant Aviation and I was confident that the guys at Constant could find the permanent solution to my quick fix. Unfortunately, Constant was unable to duplicate the problem, and the false warning signals occurred again on the way home.”

Ashok went immediately to Boca Raton, gathered some information and set about identification of

Operations Support ToolsFlexibility, Adaptability and Safety

The Embraer Flight Operations Support team is dedicated to providing Embraer Executive Jet operators with the tools required to make the operation of their Legacy flexible and adaptable while maintaining the highest standard of professionalism and safety. Our Flight Operations Support team is constantly working to make our customers’ operation of their Embraer aircraft more efficient, whether through the development of software, annual customer calls or on-call operations support. “The level of support provided by our Operations Support team is unique in the executive aviation market. No other manufacturer

dedicates as much talent and effort to supporting the flight crews as Embraer does,” said Antonio Martini, Director of Technical, Operation and Maintenance Support for Embraer Executive Jets.

An operator recently reported his experience with the Legacy Flight Operations Support Tools. It was a mid-summer day in Aspen, Colorado, the Legacy crew was standing by waiting for the arrival of their passengers. Flight plan was on file, all calculations made, five PAX non-stop to Miami – all performance restrictions checked OK! To the surprise of the crew the cars arrived with eight passengers and extra luggage.

No sweat, while the copilot assisted with the loading of the luggage the captain accessed the Embraer Runway Analysis and Weight and Balance Software on his Electronic Flight Bag (EFB). A few calculations later and the Legacy 600 was confirmed to depart, all conditions satisfied.

No EFB, no problem. The operational software is available for the Palm TX and of course runs on your laptop computer. Still need help, the Embraer Operations Support Team is available twenty-four hours a day, seven days a week at (+55 12) 9739-6149.

the root problem. Meanwhile, Scott Tyner was on the phone. “I called the director of maintenance for a fellow Embraer operator, -- a completely cold call -- and I said, ‘I fly a Legacy 600, and I need to rent some test equipment that I believe you have.’ Nothing doing -- he said we were family, and he insisted on loaning us the equipment at no charge.”

With the analytical equipment wired in, Ashok quickly identified the angle-of-attack sensor as the troublemaker and, sure enough, problem solved.

Mr. Kapadia is typical of the professionals staffing Embraer Executive Jet Customer Support. A true lifer, Ashok has worked only for Embraer in his 30-year career, supporting 110s, 120s, 145s, 170s, and 190s on the airline side of the company, before moving over to executive-jet support in Fort Lauderdale last year. Fifteen minutes up the road in Boca Raton, Scott Tyner is very happy that he did.

IN PROGRESS

Captain Scott Tyner

CUSTOMER`S VIEW

Scott Tyner aboard the Legacy 600


The Embraer AdvantageA Customer Support Publication Contact us: [email protected]

Editorial Coordinator: Elaine Moreira da SilvaWriter: John BrownCollaborators in this issue: Ana Paula Alcantara, Daniel Bachmann, Maureen McMaster, Scott Kalister, Teresa CepinhoArt Direction: Performa Comunicação

Maurício Aveiro has served since 2005 as Embraer’s Vice President, Customer Support, Executive Jets with worldwide responsibilities for the executive aircraft market. He began his career in Customer Support in early 1999, charged with developing logistics for the introduction of the Embraer Regional Jet family (ERJ 145). In 2001, Maurício moved to Embraer-Europe where he directed Customer Support and Services for Europe, the Middle East and Africa, serving there until late 2005.

In the 1980s Maurício worked in the manufacturing unit of Embraer and then held senior positions with Norwegian and Swedish companies in Brazil’s oilfield and pulp industries, rejoining Embraer in 1999.

Maurício graduated from ITA (Instituto Tecnológico de Aeronáutica) in Brazil as a mechanical and aeronautical engineer and completed postgraduate work in Business Administration from FGV (Fundação Getulio

Vargas) in São Paulo, Brazil.

Maurício and Lúcia, his wife of 19 years, reside in São José dos Campos, Brazil with their five children ranging from 6 to 17 years of age. Maurício and Lúcia are both required to have a commercial driver’s license in order to drive their family mini-bus in which they

have just completed a 2,000 mile, 2-week driving trip into the interior of Brazil. Maurício recently started flying and is working toward his sport pilot’s license.

Inside the Customer Support Team

Phenom 100 AccomplishmentsThe flight testing of the Phenom 100 is tracking on schedule, its milestones being met just as predicted.

As of early February, the three Phenom 100 aircraft had logged more than 460 flight hours. The altitude, airspeed calibration, water ingestion, artificial ice and flutter tests have been completed. The flying qualities and performance tests are currently in progress. Meantime, Embraer Executive Jet Support teams worldwide are working in well-planned preparation for the Phenoms’ entry into service. Here’s a broad accounting of our efforts to date:

The first dedicated Phenom field representative, Gilbert Gonzales, has been hired – a full eight months prior to the Phenom’s scheduled entry into service. He is now assigned to the flight test program located at Gavião Peixoto, Brazil, gaining invaluable first-hand experience in the operation and maintenance of the Phenom 100. “At Phenom entry into service, Gilbert will be fully versed on

the systems and maintenance of the Phenom. Never has a manufacturer committed this kind of effort in training a new airplane’s field support team,” said Scott Kalister, Vice President, Customer Support North America Embraer Executive Jets.

An early production aircraft – Phenom 100 # 4 – has been designated as a maturity program aircraft. First assignment, a team of Embraer customer support representatives and engineers will demonstrate in real-world terms the aircraft scheduled maintenance procedures. All the tooling designed for the support of this aircraft will be used to confirm form, fit and

function. This hands-on experience will ensure that the airplane meets all of our maintenance design criteria.

The Phenom North American Service Centers are meeting in anticipation of the first aircraft delivery. All authorized service center contracts are signed, tooling is on order and technician training is scheduled. Construction is underway on Embraer’s three Executive Jet Service Centers (see article in Service Center insert.)

The final details of the UPS logistics support agreement have been finalized and the agreement has been signed. UPS’ expertise in logistics and warehousing will support our customers’ operations around the globe.

According to Maurício Aveiro, Embraer’s Vice President, Customer Support, Executive Jets, “This is Embraer’s opportunity to demonstrate our commitment to support the Executive Jet market. We will be ready.”

Phenom 100

• Phenom Service Center Entry Into Service – Business Issues MeetingMar 18-19, Dallas, TX, USA

• EEOC – Europe – Embraer Executive Operators ConferenceApr 7-9, Prague, Czech Republic

• Fórum Empresarial de Comandatuba Apr 19-21, Brazil

• EBACE – Press ConferenceMay 19, Geneva, Switzerland

• EBACEMay 20-22, Geneva, Switzerland

• Mini Conference – Legacy Executive OperatorsMay 28, Moscow, Russia

ACHIEVEMENTS

Upcoming EventsUpcoming Events


To learn more about Embraer Executive Jets participation in air shows and events, please visit:

www.EmbraerExecutiveJets.com

Welcome to the first edition of The Embraer Advantage, our new Executive Jets Customer Support newsletter. A customer-focused momentum is sweeping throughout Embraer, and nowhere is it more obvious than in

Executive Jets Customer Support. We think these visual and verbal changes to the newsletter reflect our commitment to giving you, our valued customers, the most comprehensive aircraft support in the industry.

The advantages of operating an Embraer aircraft – efficiency, economy and the ability to go, day after day, flight after flight – depend, ultimately, on reliability. Dispatch-readiness matters most, and our worldwide customer support team is dedicated to meeting the demands of your flight operation.

A special insert accompanies this edition of The Embraer Advantage. Inside, you’ll find an update on our service center network. We are building new Embraer-owned facilities, improving the availability of spare parts and refining our customer services. These are exciting days. All of us at Embraer are eager to hear your feedback about these improvements, as we pledge our continued best efforts in meeting your Executive Jet needs.

I want to thank you for your loyalty to Embraer, for your continued trust in our ability to serve you well. The Executive Jets Customer Support team wishes you a profitable and especially enjoyable 2008. We are looking forward to hearing from you and working with you this year in our shared commitment to keep you flying.

Maurício Aveiro Vice President,Customer Support - Executive Jets

EEC - Embraer Executive CareDelivering Value

Embraer Executive Care functions as a crystal ball for your aircraft maintenance costs. Embraer Executive Care (EEC) gives you control over maintenance budgets through a program of hourly rates that make budgeting more accurate. Payment schedules are predictable and uniform, with no surprises, because Embraer assumes the financial risk for increases in parts or labor prices. EEC simplifies your budgeting, since billing is based on your anticipated flight hours, your operational profile, and a forecast of your required maintenance hours. The result: your maintenance costs are amortized into a regular, affordable monthly payment. Your cash flow is smoothed. And unexpected expenses – unscheduled events that might bust your budget – become Embraer’s responsibility. Not yours. Additionally Embraer Executive Care complements your standard warranty coverage, going on to cover such expenses as freight for parts, scheduled and unscheduled maintenance events and AOG rescue teams. You have the option of paying a reduced hourly rate during the warranty period or flat-rate across the contract period. Best of all, you choose from three levels of Embraer Executive Care, tailoring the program to your precise needs.

Standard EEC covers airframe parts necessary for scheduled and unscheduled maintenance including

freight and insurance, as well as Embraer’s industry-leading tracking and planning system, provided by FlightDocs. A second, intermediate level of care adds labor costs for 24 and 48 month scheduled inspections. And finally, a third level, enhanced EEC, also covers labor costs for all levels of maintenance, including line, intermediate and heavy, as well as providing AOG rescue-team coverage for those emergencies that always seem to happen at out-of-the-way locations. Cleveland-based Flight Options knows first-hand the value of Embraer special programs from its five-year experience with the Legacy 600. More and more, the company is turning to Embraer to ensure the performance, the reliability, and the flexibility for which it’s known. In fact, Flight Options is the only fractional provider in the world to offer its customers the Embraer Legacy 600, and now Flight Options is looking to late-2009 to begin deliveries of their 100 Phenom 300s, when all the benefits of EEC will serve its newly expanded fleet. For the peace of mind that comes with predictable and uniform maintenance costs and the added-value of full Embraer maintenance support, learn more about all of the Embraer Executive Care options and benefits. For program details in your area, call Embraer Executive Jets – North America (+1 954) 359-3799, Europe (+33 1) 4938-4328 and Latin America (+55 12) 3927-4087.

• Aviation Services for Executive Jets • All in the Embraer Family • Operations Support Tools

• Phenom 100 Accomplishments • Inside the Customer Support Team • Upcoming Events

INSIDE THIS ISSUEINSIDE THIS ISSUE

Phenom 300


achievements phenom 100...

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