Gulfstream Ups the Ante on Support with AOG Call Center

Gulfstream Aerospace has established a center dedicated to the resolution of aircraft-on-ground (AOG) issues to increase the level of integrated support and ensure faster return to service of customers’ grounded aircraft. The technical operations contact center is located within the Gulfstream Savannah Service Center.

Incoming calls or messages designated as AOG are routed to the center, where team members can tap into Gulfstream’s worldwide resources, including Field and Airborne Support Teams (FAST) aircraft that can quickly deliver parts, tools and/or technicians; more than 150 field-service representatives and FAST-dedicated technicians, including 12 mobile repair teams; more than $1.6 billion in spares inventory at some 20 locations; and a network of more than 30 company-owned and authorized service centers and warranty facilities.

The center is also equipped with large monitors that provide an up-to-date visual dashboard of Gulfstreams worldwide and the company’s maintenance facilities and personnel, along with health updates from aircraft during flight.

“This is the first time we’ve concentrated such a broad team of multidisciplinary personnel together in a space solely dedicated to AOG situations,” said Gulfstream product support president Derek Zimmerman. “Co-locating technical experts with cross-enterprise resources, including logistics, materials, and purchasing support, will lead to more coordinated responses to customers, expedite resolution of issues, and get aircraft back in the air faster than ever.”