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Customer Support & Training

Customer Support & Training

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INTRODUCTION

AgustaWestland understands that rotary wing operations are complex. To be successful our customers require the highest levels of safety, availability, reliability and maintainability with access to the right support and training when and where it is needed. All this must be achieved alongside the lowest possible operating cost.

Our highly skilled Customer Support & Training team is dedicated to meeting these challenges. Through a comprehensive portfolio of services we are enabling civil, government and military customers around the world to fly with confidence.

We are listening and improving. We’re investing in our global support and training network and partnerships to be closer to customers in a very real sense.

Expanding our local repair and overhaul capability with trusted partners is enabling us to reduce turnaround times and improve overall customer satisfaction.

As the demands of rotary operations evolve we will continue to listen and tailor our support to deliver a better customer experience.

This is our commitment to you.

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GLOBAL PRESENCE

Our customers tell us that access to support and training services close to their own operations is increasingly important. As the AgustaWestland fleet of more than 4,800 helicopters worldwide continues to grow, we are investing in our global presence to support customers wherever they are.

Our network of AgustaWestland Authorised Service Centres has continued to increase in recent years and we now have a support presence in more than 40 countries. We are also committed to increasing our regional support through expansion in key strategic markets in the Middle East, Far East and Africa.

This regional approach also supports our drive to improve lead times for spares and repairs, increasingly facilitated through new and more local distribution centres. An increase in Field Service Representatives coupled with In-Country Services Managers serve to speed our response to urgent issues and fine tune our knowledge of customers’ operational needs.

AgustaWestland’s training capability is underpinned by four Training Academies at Sesto Calende in Italy, Yeovil in the UK, Philadelphia in the United States and in Kuala Lumpur, Malaysia. All feature the latest synthetic training devices combined with a comprehensive programme of training courses for air crew, ground crew and maintainers.

Significant investment in our Sesto Calende facility is aimed at greatly enhancing the customer experience with a new simulator hall. In addition to the existing Training Academies we are developing a network of regional training centres, including a new facility in the Middle East to ensure that customers can access world-class training at a time and place convenient to them.

We want to be close to our customers, providing regional access to training services and a growing support network that meets expectations.

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INNOVATIVE SOLUTIONS

Agile Support Service Delivery Capability

Every customer’s requirement for support and training is unique. AgustaWestland is committed to developing services that meet all our customers’ needs, from the transactional supply of spare parts through to full turnkey integrated support solutions.

For customers requiring highly sophisticated support AgustaWestland uses an innovative Performance Based Logistics framework tailored around their specific needs. This enables us to guarantee levels of availability in aircraft, components, equipment and personnel, to ensure that customers can gain maximum operational flexibility.The Integrated Operational Support (IOS) solutions developed for government customers and Global Support Programmes (GSP) operating with our civil customers are tried, tested and proven.

Our range of training solutions is evolving constantly. Services include civil type rating courses alongside basic training, refresher training and complete turnkey solutions. Training courses are designed so that skills learned can be transferred effectively to operational improvement. We are also focusing more on a variety of mission-specific training so that customers can do more with their aircraft across a variety of missions.

To meet the demands of an ever changing operating environment our Training and Helicopter Support Systems (THSS) teams have leveraged Commercial-Off-The-Shelf technology combined with OEM software solutions to provide award-winning, cost effective Flight Training Devices.

We will strive to be better at everything we do, bringing innovative ideas into the real world to the benefit of our customers.

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LATEST TECHNOLOGY

Technological innovation in the rotary wing sector has transformed the capabilities of aircraft in the past 20 years. AgustaWestland is harnessing the latest technologies to improve the way that we deliver our customer support and training solutions.

We have created 24/7 Fleet Operations Centres that proactively monitor our customers’ fleets worldwide. This is helping us to respond rapidly in critical situations such as Aircraft On Ground (AOG), minimising down-time.

Our online customer portals give decision-makers real-time information, acting as a forum for discussion and a mechanism to order spare parts as well as providing the latest technical publications and product improvement notices. At operational level these tools enable accurate monitoring of the Helicopter Usage and Monitoring System (HUMS) data, invaluable in the planning of optimum maintenance schedules.

The team has also embraced Commercial-Off-The-Shelf gaming solutions to provide cost effective tactical training solutions in response to new requirements for full crew training and individual skills training in door gunnery and winching.

New distance learning programmes are in place, allowing students to take a modular approach to learning. Course materials are increasingly being delivered in digital formats for use on PCs and tablets.

We will continue to invest in the development of software, training systems and support solutions to give our customers what they need in a timely and effective way.

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AFFORDABILITY

Cost of operation is a vital consideration for our customers. AgustaWestland knows that affordability must apply to all aspects of the customer experience from the cost of spares and repairs to investment in the training of personnel.

Product reliability and quality are central to this aim. AgustaWestland specialists work continually to optimise reliability at component level, in systems integration and during final assembly. This systematic approach to product improvement planning means better product enhancements for our customers and a reduced maintenance burden.

Recognising the importance of affordability, we have announced the new generation AW Family of helicopters, comprising the AW169, AW139 and AW189. These helicopters share a common cockpit and design philosophy to enable operators deploying more than one helicopter type to gain operational advantages. The AW Family approach delivers real cost savings in areas such as training, maintenance and support, while commonality across the three models gives increased operational flexibility.

We’re also engaging with our customers more deeply to understand their experiences better. Through user groups, external symposiums and specialist industry events this dialogue and feedback is being channelled back into the company to ensure that we are improving our products and services in a way that gives the most value and benefit to our customers.

Our training services are designed to deliver maximum value on investment. The proximity of world-class training facilities in North and South America, Europe and Asia minimises travel costs and time commitments, while customers can select from a broad spectrum of mixed media training courses for both air crew and ground-based personnel.

We will constantly refine the way that we work, our products and our services to ensure they deliver value and affordability.

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DELIVERING CAPABILITY

Rotorcraft assets are built to perform over several decades but their capability also needs to evolve to match the constantly changing needs of the market. Advances in technology and increasingly demanding operating environments are also driving improvements. Cockpit upgrades, development of new blade technology and safety enhancements such as Ice Protection Systems and unique 30 minute ‘run-dry’ capability on the main gearbox are all examples of how AgustaWestland is delivering improved capability.

AgustaWestland achieves this product evolution through tiered capability upgrades starting at component level and progressing all the way to major service life upgrades, to ensure customers can do more with their aircraft for longer.

Greater platform capability requires a similar evolution in training solutions. As well as harnessing the power of technology, we are providing customers with comprehensive training services that can take students from ab-initio to full operating capability, including type certification and advanced tactical training. This includes provision of turnkey solutions blending courseware and training systems for maximum efficiency and complete contractor provided services.

Our job is to enable our customers to do more by realising the full potential of their assets. We will do this by improving our products and services to deliver ever greater capability.

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TOWARDS THE FUTURE

AgustaWestland understands the importance of providing the right mix of support and training solutions for customers around the world. The goal of our Customer Support & Training team is to help operators achieve the highest levels of safety, availability, reliability and maintainability, alongside the lowest possible operating cost.

To achieve this aim we are improving the comprehensive portfolio of services in a number of ways:

We are becoming closer to our customers in a very real sense through significant investment in the business and expansion of our global presence.

Innovative solutions such as Performance Based Logistics and award-winning Flight Training Devices are helping to enhance the customer experience and we are constantly refining our products to ensure they deliver affordability combined with the latest technology.

Most of all we are listening and improving to help our customers achieve success.

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