Support & Service

Overview
Confidential
July 2006
Contents

ƒ Start-up Support and Field Services

ƒ Fleet Services
ƒ CRJ Training
• Simulator Locations Worldwide
ƒ Spares Services
ƒ In-Service Engineering and Technical Help Desk
ƒ Supplier Liaison and Warranty
ƒ Maintenance Engineering
ƒ Customer Support Account Managers
ƒ Technical Publications
ƒ Customer Response Centre
ƒ Bombardier Aircraft Services
• Service Center Locations
ƒ ”SpotLight” for CRJ Maintenance
ƒ Regional Aircraft Customer Support On-Line (RACS)
 Bombardier has the Right Resources and Tools

Start-up Field Service Training Organization Spares Services

On-site flexible support team
Dedicated on-site experienced Flight and maintenance training in the state-of Flexible logistical programs and
(flight and technical operations)
technical consultants the art facilities, lead by experienced staff services to meet Operator needs

In-Service Engineering Technical Desk

& Fleet Services
Assist in troubleshooting
Quick response to address and support 365 days, 24/7
repairs and emergencies

Supplier Liaison Maintenance Customer Support Technical

Engineering Aircraft Services
Managing the direct Account Managers Publications
customer-to-supplier Line and Heavy
Continuous optimization of Represent Customers’ interests in Data management and
relationship maintenance services
maintenance program and costs Bombardier and with suppliers digital delivery

The CRJ200 benefits from a complete support package

Start-up Support and Field Services

ƒ Support aircraft operation and the transfer

of technical knowledge to the Operator’s
staff
ƒ Assembled to meet the specific needs of
the Operator
Field Service Representatives:
ƒ On-call permanently (24 hour, 7 days-a-week)
ƒ Information resource and conduit between Operator and
Bombardier for:
• Technical advice & troubleshooting assistance
• Procedural information
• Expedite needed parts

Start-up services customized to Operator’s needs

Field Services assist to maximize aircraft utilization
 Fleet Services

ƒ Committed to providing complete, cost-effective and flexible support to

Operators world wide

ƒ Coordinate labour resources, service facilities and project management

to support hands-on activities on the aircraft including:

• Modification program support

• Short-term on-site maintenance support

• Drawing/data sales and P&O requests

Cost-effective and flexible support

 CRJ Training*
ƒ Bombardier Aerospace Training Centre
(BATC) provides state-of-the-art training
facilities that include a full range of
simulators and training devices world-wide
ƒ BATC is located in Montreal, Canada
ƒ All programs can be customized to meet
specific needs of Operators and most can be
taught on-site
• The Flight Crew Training program helps Operators attain the systems
knowledge, operational skills and level of proficiency that meets or exceeds
the requirements of the applicable regulatory bodies.
• The Maintenance Crew Training program includes courses that comply
with ATA 104 Training Level III, including a series of classroom lectures,
supervised training sessions with a fixed base simulator and systems
trainer
BATC maximizes the Operator’s training investment
*Further information is available on the Bombardier Aerospace CRJ Training website at www.batraining.com
CRJ Simulators Worldwide

17 13
3 1 14 -15
68 4 25
9 16 12
7
11 10

1. Montreal – BATC
1 x CRJ200
1 x CRJ700/900

2. Toronto – Air Canada

1 x CRJ200

3. Seattle – CAE
1 x CRJ700
6. Salt Lake City - FSI 10. Atlanta - FSI 14. Morlaix – Brit Air
4. Cincinnati – FSI 3 x CRJ200 4 x CRJ200 1 x CRJ200
4 x CRJ200 1 x CRJ700/900 1 x CRJ200/700
1 x CRJ700 7. Phoenix – CAE
1 x CRJ200/700/900 11. Dallas/Fort Worth - FSI 15. Berlin – CST Lufthansa
5. Charlotte – CAE 1 x CRJ200/700 2 x CRJ200
1 x CRJ200 8. Denver – CAE 1 x CRJ700/900
1 x CRJ200/700 1 x CRJ200 12. Madrid - CAE
1 x CRJ200/700 1 x CRJ200 16. St. Louis - FSI
Bombardier Regional 1 x CRJ700
Aircraft Training Centres 9. Memphis - FSI 13. Amsterdam - CAE
3 x CRJ200 1 x CRJ200 17. Montreal - CAE
1 x CRJ200
Spares Services

ƒ Initial and re-provisioning services assist

Operators with the selection of spare
parts and ground support equipment
ƒ AOG (Aircraft on Ground) services
• 24 hours a day, 7 days a week,
365 days a year
ƒ Dedicated Customer Account Service Teams (CAST)
ƒ Customized Spares Programs to suit Operator’s needs:
• Spare Parts Sales
• Component Leasing
• Repair and Overhaul
• Rotable Component Management
• Spares Review Boards

Dedicated resources for quick response

Bombardier Spares Support

Chicago Frankfurt

Beijing

Sydney
In-Service Engineering and Technical Help Desk

ƒ Primary focal for any Operator technical requests

(24 hours a day, 365 days a year):
• Provides prompt, responsive solutions to day-to-day
technical issues to return the aircraft to
service
• Mobile Repair Team (MRT) performs in-field
repairs for a prompt aircraft return to revenue service
• Aircraft structures and systems support for Operators for all required
major modifications

ƒ Technical Steering Committee (TSC)

• Quarterly meeting to monitor and address top in-service issues

Support for prompt return to revenue service

Supplier Liaison and Warranty Overview

Supplier Liaison Group

ƒ Act as an interface between Operators,
Suppliers and Procurement
ƒ The Issues Center is dedicated to addressing
supplier-related issues as quickly as possible

Warranty Group
ƒ Proactive adjudication of all Operator claims
and free of charge (FOC) orders/quotes

Responsible to ensure supplier support of in-service issues

Maintenance Engineering

ƒ Maintenance Programs and Planning

• Optimize aircraft maintenance program and customize
maintenance program development process with
airlines, regulatory authorities and suppliers

ƒ Maintenance Data Analysis

• Identify trends in maintenance data and adjustment of
maintenance programs to protect flight schedule integrity

ƒ Aircraft Economics Working Group

• Ensure cost targets on aircraft components are met
• Continuously reduce life cycle costs

Define the most optimal and economical

maintenance program for each Operator
Customer Support Account Managers (CSAMs)

ƒ Dedicated to provide Operators with

support to ensure the highest level of customer
support, and to communicate within
Bombardier the Operators’ changing needs

• Regular communication with Operator to provide visibility on issues

relating to the operation
• Perform visits to Operator to provide status on updated Action
Register items and follow-up with Operators to close out items
• Involved to assist, monitor and escalate Operator issues

The CSAM is the voice of the Operator within Bombardier

Technical Publications

ƒ Complete aircraft technical documentation designed to address a

complete spectrum of Operators’ maintenance and support
requirements

• Deliver digital data to meet operators’ needs

for efficient distribution, re-use of the manual
content and rapid incorporation of change

• Reduce manual revision cycle time to enable

future “real-time” updates

Faster flow of information for efficient aircraft

operation and maintenance
 Regional Aircraft Customer Response Centre
ƒ Single point of contact 24/7 for all routine, critical and AOG requests
from Operators

ƒ Cross-functional coordination
provides rapid and effective
handling of requests to return
aircraft to service
• Technical Support
• Technical Publications
• Supplier Liaison
• Parts Logistics

ƒ Virtual connection (audio & video) between CRJ and Dash 8 Q Series
facilities
• Dash 8 Q Series facility Complete
• CRJ facility Complete
Bombardier Aircraft Services (BAS)
ƒ World’s most experienced CRJ labour force performing Heavy
Maintenance around the clock at both North American and
European facilities

ƒ Full fixed-price heavy maintenance programs offered with

guaranteed industry best cycle time
ƒ Programs tailored to meet the Operator’s unique requirements for
their CRJ aircraft
ƒ Services Include:
• Heavy maintenance checks and modifications
• Network of line maintenance stations (daytime operations and
overnight recovery)
• Key component repairs and availability

BAS provides your CRJ maintenance solutions

Service Center Locations

CRJ
Adria Airways
Lubljanja , Slovenia

Heavy Maintenance Facilities – Bridgeport, WV; Tucson, AZ

FAA 145 Repair Station Line Maintenance Facilities – Dulles, VA; Allentown, PA; Scranton, PA; Tulsa, OK
Recognized Service Facility – Adria

Convenient service center locations for CRJ Operators

SpotLight* for CRJ Maintenance:
A Diagnostic Decision Support System for the CRJ

ƒ SpotLight Maintenance Diagnostic Software/System efficiently

stores the collective knowledge and experience of airline CRJ
technicians and Bombardier technical staff
ƒ SpotLight acts as an expert assistant alongside
the maintenance expert posing questions that
quickly identifies a known root cause – an
assistant with pertinent knowledge
ƒ Enhances first time fixes whether in a remote or
home base environment
ƒ Continuously captures new knowledge with limited
burden on the maintenance expert
SpotLight captures, enriches and shares experience in support of
effective & efficient maintenance diagnostic decision-making

www.casebank.com
Benefits of using SpotLight for CRJ Maintenance

ƒ Increases maintenance operations productivity through improved

repair performance

ƒ Increases aircraft reliability through

higher “first-time-fix” performance

ƒ Reduces logistics and administration

costs for spare parts inventory

ƒ Reduces overall cost of aircraft maintenance – faster fixes, fewer

repeats, fewer no fault found (NFF) part replacements

ƒ Hedges against lost knowledge-loss from retiring or high-turnover

workforce

SpotLight assists operators to benefit from better first-

time-fix rates and faster diagnostics
Regional Aircraft Customer Support On-Line (RACS)

ƒ Dedicated on-line presence for Bombardier Regional Aircraft

Operators

• Single point of entry for all Customer Support information

• Regularly updated information related to the maintenance and
support of the worldwide fleet
• Technical Publications
- Digital manuals, publishing schedules, temporary revisions
• Updates regarding and existing or upcoming modifications to
maintenance programs
• Warranty and contact information of Bombardier’s partners and
suppliers
• Technical Help Desk Library
- Service Letters, In-Service Activity Reports, Repair Engineering
Orders
• On-line spares pricing and availability updated daily
www.racs.bombardier.com
With Bombardier You Will Succeed

9 The largest commitment of manpower in the

regional aircraft industry.

9 Customer support activities start from the initial

introductions and continue throughout its
utilization life.
9 Dedicated resources providing:
9Expert field support
9Responsive repair team support
9Highest customer service standard
9Pertinent training
9Effective supplier interaction

Bombardier succeeds when the

Operator succeeds
Information contained in this document is proprietary
to Bombardier Inc., Bombardier Aerospace, Regional
Aircraft (“Bombardier”). This document must not be
reproduced or shared with, or distributed to, any third
party in whole or in part without Bombardier’s prior
written consent.

This document is submitted for informational purposes

only; is not part of any proposal; and creates no
contractual commitment. Bombardier provides the
information contained in this document on an ‘as is,
where is’ basis and makes no representation or
warranty of any kind regarding the applicability or
reliability of any of such information with respect to
any use whatsoever to be made of it by the recipient.

Any information of a technical nature contained in this

document may contain inaccuracies and is subject to
change and should never be relied upon for
operational use.