Textron Aviation has realigned its customer-support organisation by bringing 1Call, mobile service units and Go Teams under Seth Parsons, general manager of the Mobile Service Network. The Wichita, Kansas-based aircraft manufacturer aims to streamline support for Cessna, Beechcraft and Hawker aircraft away from its fixed service centres, improving coordination from the customer’s initial call through the dispatch of field technicians.
Customer feedback prompted the change, which places the resources under a single management structure. The revised arrangement is intended to connect operators more quickly with the appropriate technical expertise and make mobile support more efficient.
Textron Aviation’s network comprises more than 50 mobile service units and Go Teams operating wherever customers’ aircraft are located. The teams provide aircraft-on-ground response, troubleshooting and selected maintenance, supplementing the manufacturer’s network of more than 300 authorised service facilities.
The realignment brings the customer-contact operation together with the teams responsible for delivering support in the field. Textron Aviation has not disclosed any staffing changes, financial impact, implementation timetable or changes to the number of service locations.