SERVICES & SUPPORT
FIELD SUPPORT
TECHNICAL SUPPORT
FLIGHT OPERATIONS
AIRCRAFT MODIFICATION
MATERIALS
MAINTENANCE
TRAINING
eSOLUTIONS
SERVICES & SUPPORT
Love
Always.
Flybe AS
United Kingdom
Villepint
France
LOT AMS
Poland
Régional
OGMA
EAMS
AAI France
Portugal
United States
France &
EgyptAir
ME
Lauderdale
When one of our new Fort
aircraft
rolls off the line, it’s hard for us toMorocco
say goodbye.
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Egypt
United States
Tianjin
China P
Beijing
China
we don’t. We owe it to our customers to stay involved. To ease its entry into service.
Singapore
And to help maximize its reliability and performance in concert with the overall
Sao Jose dos Campos
Brazil
operation. As the Services and Support
we
TAPgroup
ME of Embraer Commercial Aviation,
NAC
Brazil
South Africa
know and love our airplanes better than anyone. So we’re in the best position to
ensure that they Embraer
always perform at their best, initially, and over the long term.
Authorized
Service Centers
Parts
EMBRAER
LOCATIONS
Through our eightSpare
service
areas, we help ourWORLDWIDE
customers succeed
through greater
And Technical
Assistance
www.embraercommercialaviation/services&support
efficiency, lower costs, and higher profitability — all of which enables a more
satisfying experience for their own customers. Our global Service and Support
structure provides a prompt response mechanism for a full range of needs, including:
field and technical support, material and spare parts, flight and maintenance
operations consulting, aircraft upgrades and modifications, comprehensive crew
and personnel training, and technical publications and eSolutions.
But as technical as we are, we’re also very passionate about what we do. So
our capacity to deliver a critical suite of services leads to warm and lasting
FIELD
TECHNICAL
FLIGHT OP
AIRCRAFT MOD
M
MAIN
relationships with customers worldwide. And to direct participation in their
success. For us, that’s a continuing source of great pride. And joy.
love what you fly
ES
FIELD SUPPORT
FIELD SUPPORT
goodbye. In fact,
ntry into service.
with the overall
cial Aviation, we
best position to
the long term.
hrough greater
ables a more
e and Support
needs, including:
maintenance
rehensive crew
at we do. So
and lasting
Providing conveniently accessible
team assistance for all operational
and technical issues to maximize
customer performance.
tion in their
y.
To assist with all aspects of
operational issues. The result
customer operations — including
is what every airline seeks to
maintenance, flight operations, and
achieve: being competitive in the
replacement parts — we have in
market, with lowest possible costs,
place a proven team structure that
and high aircraft availability and
facilitates solutions to technical and
dispatch reliability.
For great support,
we field a great team.
Leading the four-position team is a Customer Account Manager (CAM)
responsible for coordinating Embraer’s product and service support
commitments to the customer so as to ensure a smooth introduction of
aircraft into service. Thereafter, the CAM addresses any aircraft-operation
issues on a continuing basis. A Spare Parts Representative (SPR) assists the
customer with the development of a comprehensive Recommended Spare
Parts List (RSPL) and helps ensure that necessary parts and special tooling
are in place and available for scheduled and unscheduled maintenance.
We know the best customer service comes from being there, so another
team member — the Field Technical Representative (FTR) — is stationed
on site at the customer’s main maintenance base for a contracted period
of time during and after the entry into service period. The FTR provides
valuable counsel on engineering and maintenance matters as a liaison with
Embraer. Similarly, a Regional Technical Representative (RTR) handles
routine technical inquiries, and maintenance and engineering issues, all
with the benefit of Embraer’s technical support structure.
Bottom line, our technical knowledge
of our own aircraft is unsurpassed.
And so is our commitment to our
customers in the field.
eam.
FIELD SUPPORT
TECHNICAL SUPPORT
TECHNICAL
SUPPORT
(CAM)
ort
ction of
peration
assists the
ed Spare
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o another
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provides
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assed.
o our
Serving technical needs through
analytics, engineering expertise, and
real-time monitoring of the fleet.
Recognizing that immediate
engineering and technical experts
resolution of our operators’ technical
who are both qualified and eager to
issues is a high-stakes endeavour,
address any question or problem
we provide 24/7 access to our
when an airline calls for assistance.
Return to Service Team at Embraer
A constant state of readiness ensures
headquarters in São José dos
the efficient delivery of authoritative
Campos. The Center is staffed with
counsel and information.
Whatever the problem,
whatever it takes.
Our technical support initiatives also include measures to monitor the
health of the fleet so as to prevent issues that would affect aircraft
availability. Our AHEAD and AHEAD PRO services provide real-time fleet
health information useful in predicting potential failures and events that can
often be addressed through preventive maintenance.
As central repository for all Embraer operators’ reliability data, we can
provide customized Reliability Analysis Reports that are invaluable in
gauging an airline’s operational efficiency. We’re also well qualified to
provide DVDR (Digital Voice Data Recorder) flight data analysis in the wake of
unscheduled maintenance events such as a hard landing or flap overspeed.
Our remote support can be
augmented at the customer’s
discretion by arranging engineering
assistance at the customer’s own
location. Either way, if you’re our
customer, we’re here for you.
blem,
TECHNICAL
SUPPORT
MAIN TEL +55 12 3927.3333
EML rts@embraer.com.br
FLIGHT OPERATIONS
itor the
craft
time fleet
FLIGHT
OPERATIONS
ts that can
we can
able in
ified to
the wake of
overspeed.
s
eering
own
e our
u.
Supporting the efficiency and safety
of airline operations through tailored
solutions, consulting, supervision, and
training resources.
We know our operators are looking
mission, we provide resources that
for solutions that support safe and
are useful in their daily pursuit of
optimized operations. Sharing their
safety and efficiency.
You’ll love how
we operate.
Pilots, flight attendants, flight dispatchers and flight operations engineers
benefit from a complete set of technical information that we have tailored
for their use. We’ve also developed flight operations videos to facilitate
learning and understanding of specific subjects.
Our integrated performance software tools allow an accurate, simple, and
fast way to calculate aircraft performance for takeoff, landing, and
other phases of the flight. We also offer special performance studies
for particular operations, such as load and trim charts, turn analysis,
contingency procedures, and economic cruise speeds. Special courses for
pilots, flight operations engineers, and flight dispatchers are focused on all
the important aspects of performance and weight and balance solutions.
In concert with varying airline requirements, we also offer pilot leasing
options, en route supervision, and contracts for continuous consulting in
flight operations engineering.
We believe every customer
deserves our best, so we take pride
in tailoring our services to meet
their unique set of needs.
FLIGHT
OPERATIONS
MAIN TEL +55 12 3927.1706
EML opereng@embraer.com.br
AIRCRAFT MODIFICATION
ngineers
e tailored
cilitate
ple, and
and
lysis,
rses for
AIRCRAFT
MODIFICATION
udies
ed on all
olutions.
easing
ulting in
pride
et
Providing total execution and
coordination of system upgrades
for improved fleet performance and
cabin modifications for enhanced
onboard amenities.
As the original designer and builder,
the highest standards of quality.
we are well-positioned to modify and
Our scope of service can include
enhance our aircraft as customers’
virtually any modification to the
needs evolve and as the competitive
aircraft, from the aesthetics and
framework dictates. And we do so in
configuration of the cabin to
a context of utmost efficiency and
fundamental aircraft systems.
We make it like new.
Again.
Cabin Modifications. In tune with the dynamics of our industry, we
understand that refreshing airplane interiors and optimizing in-flight
entertainment and connectivity systems is part of creating a cabin
environment that drives customer loyalty. We provide a full range of
interior modernization solutions — with turnkey installation and integration
— and an emphasis on maximum returns from your investment. Examples
of our most common modifications include passenger seating and re-pitch,
passenger class conversion, class divider installations, interior finishes,
in-flight entertainment system installations and upgrades, and newfeatures development.
Aircraft System Modifications. As the Original Equipment Manufacturer
(OEM), we can provide the complete solution for any modification. This includes
all needed interface with approval authorities during the certification process,
associated kits, and updates to relevant technical publications. All Embraer
modifications are incorporated through officially recognized Service Bulletins,
which contain the engineering procedure and parts required for implementation.
When it comes to aircraft
modification, no matter how far
you want to take it, we’re with you
all the way.
w.
AIRCRAFT
MODIFICATION
MATERIALS
ry, we
n-flight
cabin
ange of
integration
Examples
nd re-pitch,
finishes,
new-
This includes
on process,
All Embraer
ce Bulletins,
plementation.
w far
h you
MATERIALS
ufacturer
Ensuring availability and economy in parts
and materials management for both
scheduled and unscheduled maintenance.
It’s an oft-used expression, but it’s
those solutions is our mission, with an
true. As an operator, you seek material
aim toward reduced investment and
support solutions that enable you
satisfactory confidence levels. The end
to have the “right part, at the right
result is maximized aircraft availability
place, at the right time.” Providing
and business performance.
Getting it right.
We provide effective systems for supplying materials as well as attractive
choices for reducing investments through special spare parts programs.
To realize our goal to provide outstanding customer support and prompt,
friendly attention, we sustain a global network of integrated distribution
Embraer Parts Exchange Program (EPEP) — an agreement in which
centers. And our centralized Customer Response Center is accessible on a
Embraer exchanges serviceable parts — typically overhauled or repaired
24-hour basis. We know that keeping the fleet in the air is crucial to your
— for failed parts, and within the shortest possible lead-times.
success as an operator, and this reality drives our sense of urgency —
particularly for AOG situations in which every minute counts.
Customer Stock Optimization — the benchmark of stock level
optimization analysis, in which Embraer supports the operators in the
As a single point of contact for all material management needs, we go beyond
identification of:
basic parts fulfillment and simple rental plans to provide innovative programs
• opportunities to reduce stock levels;
such as the following for material planning, logistics, and acquisition:
• lack of investments;
Fleet-Hour Pool Program — a part exchange and repair management
program involving planned inventories both at Embraer and customer
locations to maximize availability of essential components.
• optimum stock levels based on customer operational demands.
Total Support Package — a single, comprehensive and integrated support
solution focusing on material support, maintenance activities, and logistics
and engineering services. Based on a flight-hour concept, the program
Parts Consignment Program — a program in which a mutually agreed-
minimizes investment in parts inventory and control, AOG situations, risk of
upon inventory of expendable parts is stored at the customer’s facility for a
surplus, maintenance costs, and turnaround times.
specified period of time. The benefit is immediate availability of expendable
Regardless of which program
seems right for any given customer,
the objective is the same: to ensure
the availability of all necessary
parts and materials economically,
and without jeopardizing flight and
maintenance schedules.
parts on a pay-as-used basis, plus an inventory fee.
Embraer Collaborative Inventory Planning (ECIP) — a sophisticated supply
chain solution in which Embraer proposes and facilitates a minimum and
maximum stock level for each covered component. These levels are based
on the customer’s ongoing inventory data and patterns of operation.
MATERIALS
MAIN TEL +55 12 3927.2233
EML order.desk@embraer.com.br
MAINTENANCE
hich
repaired
the
nds.
ed support
nd logistics
ogram
tions, risk of
MAINTENANCE
m
tomer,
ensure
ary
cally,
t and
Shaping optimized maintenance
solutions based on best practices for
efficiency, safety, and effectiveness.
Whether your requirement includes
your maintenance operation. Reduced
full support services or consulting
maintenance costs and superior
on an as-needed basis, we are well
reliability are our goals from the
qualified to help you achieve optimum
early stages of aircraft development
performance, safety, and economy in
through all phases of service.
Keeping the fleet
in flight.
Maintenance services are available through our global network of
authorized Service Centers, assuring that any Airworthiness Authority
requirements are successfully addressed. We also provide extensive direct
support for our operators’ internal maintenance operations, as typified in
the following examples:
Airline Maintenance Program Development — preparation of an airline
maintenance program to be submitted to regulatory authorities, and
authoritative support of the operator during the approval process.
Maintenance Plan Customization — development of a customized
maintenance plan, including cost-benefit analyses, bridging program,
and evaluation of optimum scenarios to fit the operator’s environment.
Maintenance Cost Management Assessment — comprehensive assessment
of an airline’s maintenance costs, including evaluation of management
practices, accountability, maintenance expenses and efficiency related to
maintenance operations for the customer’s staffing levels.
Lean Maintenance Implementation Support — guidance in implementation
of Lean principles in maintenance environments, focusing on identification
and elimination of waste, with emphasis on continuous improvement,
teamwork and employee involvement.
Maintenance Consulting — counsel on an as-needed basis for such
purposes as: maintenance contracts preparation, MRO performance,
maintenance process audits, staff sizing, maintenance checks planning
and assessments, maintenance evolution and optimization training, data
analysis for plan updates, and ongoing maintenance Issues.
MAINTENANCE
MAIN TEL +55 12 3927.7027
EML maintenance.cost@embraer. com.br
MAIN TEL +55 12 3927.8330
EML maintenance.support@embraer.com.br
TRAINING
of
thority
e direct
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an airline
and
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ssessment
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lated to
ementation
Preparing crew, maintenance
technicians, and operations personnel
for the highest levels of competence.
ntification
ement,
uch
anning
g, data
TRAINING
ance,
Beginning in advance of the aircraft’s
technicians, and cabin crew
introduction to the customer’s fleet,
personnel. But we don’t stop there;
our comprehensive training systems
training continues throughout
ensure the initial qualification of
various support programs for the
our customer’s pilots, mechanics,
duration of service.
Service with class.
Committed to state-of-the-art training, we teamed up with a worldwide leader
in aviation training — FlightSafety International — as our exclusive provider.
Through FlightSafety, our customers have access to the entire training
suite for our ERJ 145 family, including type-specific programs for pilots,
We also offer various specialized training courses, delivered by our own
maintenance technicians, and cabin crew. Together, we have been delivering
engineering department, in order to provide our customers with in-depth
these services using sophisticated training devices through a comprehensive
hands-on knowledge. Our specialized training portfolio includes programs for
Learning Centers network including U.S. facilities in St. Louis, Houston, and
CMC usage, FHDB analysis, doors rigging, flight controls rigging, and more.
Dallas as well as in Paris, France.
As the Embraer and FlightSafety
training team, we engage our
highly experienced and qualified
instructors, subject matter experts,
and engineers to guarantee that
our customers’ needs are met. We
are driven by our commitment to a
smooth entry into service. And to
smooth operations for the life of
your fleet.
In 2010, we extended our partnership with FlightSafety to provide our
customers with the largest pilot and cabin crew training infrastructure
for our E-Jets family. The type-specific programs are delivered using a
variety of high-end training devices, including full-flight simulators, cockpit
procedures trainers, and door trainers. These E-Jets training programs are
offered through a broader network of learning centers, including facilities in
Amsterdam and Singapore as well as lead centers in St. Louis and Paris.
Focused on providing the best maintenance training in class for our E-Jets
family, Embraer delivers an enhanced type-specific program at our facilities
in São José dos Campos. This program includes computer-based training,
a parts training room, and visits to a prototype aircraft in order to deliver
theoretical and practical knowledge to the trainees.
TRAINING
MAIN TEL +55 12 3927.7541
EML comtraining@embraer.com.br
eSOLUTIONS
own
depth
ograms for
nd more.
ety
r
fied
perts,
that
t. We
t to a
d to
of
Deploying the Internet as the core
communication channel for 24/7
collaboration and information exchange.
eSOLUTIONS
As a company immersed in high
economy, and 24-hour access to
technology, we’re committed to the
support resources. All of our eSolutions
merits of web-based “eSolutions”
resources are backed by a depth of
for our customers. That’s because
technical product knowledge that only
they rightfully expect convenience,
an OEM can provide.
Informed and
in touch, online.
Our host of web-based offerings includes:
Technical Publications — searchable online maintenance technical
publications, including subscriptions for automatic updates. Available for
Download Center — access to searchable indexes to downloadable videos,
download and as hard copies.
Performance Software — for use by flight operations to calculate airplane
GSE On-line — access to searchable index to downloadable Ground Support
performance and/or for weight and balance.
AHEAD and AHEAD PRO — daily real-time fleet health information useful in
predicting potential failures and events that can often be addressed through
preventive maintenance.
FLD Troubleshooting — an online fault isolation manual to accelerate your
troubleshooting process in the field.
e-Forum — an online forum among Embraer operators to share knowledge
and ideas about our products and services.
Parts E-commerce — access that lets you search out and purchase parts on-line.
E-Pool — allows you to request parts under pool program coverage, track
orders, and manage damaged parts return information.
Order Tracking — allows you to check status of purchase orders, invoices,
back orders, and part number history.
SPEC2000 Integration — allows you to streamline your purchasing process with
the B2B transactions and XML messages (scope of SPEC2000 integration).
eSOLUTIONS
reports, and software.
MAIN TEL +55 12 3927.2337 [24/7]
EML support@flyembraer.com
Equipment drawings.
Our eSolutions have been very
well received by our customers
and will continue to be even more
robust in the future. After all, we
remain the most authoritative
source of information on our
commercial aircraft. And the
Internet is always open.
SERVICES & SUPPORT
FIELD SUPPORT
TECHNICAL SUPPORT
FLIGHT OPERATIONS
SERVICES & SUPPORT
AIRCRAFT MODIFICATION
MATERIALS
MAINTENANCE
le videos,
TRAINING
Flybe AS
United Kingdom
eSOLUTIONS
nd Support
OGMA
Portugal
EAMS
United States
Fort Lauderdale
United States
ry
ers
more
we
e
r
e
Villepint
France
LOT AMS
Poland
Régional
AAI France
France &
Morocco
EgyptAir ME
Egypt
Tianjin
China PR
Beijing
China PR
Singapore
Sao Jose dos Campos
Brazil
TAP ME
Brazil
NAC
South Africa
Embraer
Authorized
Service Centers
Spare Parts
And Technical
Assistance
WORLDWIDE EMBRAER LOCATIONS
www.embraercommercialaviation/services&support
FIELD SUPPORT
TECHNICAL SUPPORT
FLIGHT OPERATIONS
AIRCRAFT MODIFICATION
MATERIALS
MAINTENANCE
TRAINING
ESOLUTIONS
love what you fly
MAIN TEL +55 12 3927.8487 / 3556
EML commercial@flyembraer.com