Pratt & Whitney is a US-based aerospace company headquartered in East Hartford, USA.
Situation:
The PW2000 engine for the Boeing 757 is a collaborative development between Pratt & Whitney and MTU AeroEngines. The engine is in operation with numerous global airlines and requires flight worthiness support and maintenance support from the Original Equipment Manufacturer (OEM).
Objective:
Seamless customer support for the turbine provided by the on-site development partner.
Measures:
Ensuring the airworthiness of the turbine.
Acting as a liaison between MTU’s development teams to clarify technical matters.
Resolving technical issues in-time for airlines through Field-Reps.
Expanding and updating technical documentation.
Clarifying repair procedures during engine overhauls.
Documenting repairs and providing FAA authority support (DER Repair).
Result:
The technical customer service has been successfully managed.
20% reduction in inquiries due to improved technical documentation.
Decline in complaints through the introduction of enhanced repair procedures.
