more than 1,000 regional aircraft in service worldwide, Embraer
is committed to providing its customers with excellent operational
and field support 24 hours a day, 7 days a week.
Embraer’s Customer Service business unit takes a proactive
approach to meeting customer needs. Embraer is implementing
the industry’s first Internet-based Customer Integration System
(CIS), giving customers access to information such as spare
parts inventories, status of purchase orders, and technical
materials including technical publications, technical queries,
and service requests.
example of Embraer’s emphasis on customer satisfaction was
the creation of a customer support organization. Each regional
operator has a customer account manager (CAM) who focuses
exclusively on that customer’s needs. The CAM, with the support
of Embraer’s product manager, assists in coordinating all
areas of support, including technical, operations, training,
and parts provisioning.