Here’s a message for operators of Honeywell-powered business jets in the northeast United States: Ryan Goldstein has your back. A senior field service engineer with more than 25 years’ experience in aviation repair and maintenance, Goldstein is often the first point of contact for customers with propulsion engine or auxiliary power unit questions or issues.
“Customers contact us with all kinds of requests,” Goldstein said. “Sometimes a director of maintenance will just need an engine drawing or will have a question about ordering parts or finding a channel partner to do routine service. Many times we can handle those requests right away over email or on the phone. Those represent the vast majority – I’d say close to 80 percent – of our contacts.”
It’s the other 20 percent of customer calls that raises the blood pressure of Goldstein and his Customer & Product Support colleagues strategically located at sites around the world. “We really spring into action when there’s an engine problem that causes an AOG – aircraft on ground – situation,” he said. “My job is to bring all the resources of Honeywell and our channel partners together to solve customers’ problems as quickly and efficiently as possible so they can get their aircraft back in service.”
Take the recent case of a business jet grounded in Toronto when a component caused an engine to overheat. A quick call to Goldstein set wheels in motion as Honeywell and channel partner teammates worked together to provide technical support for the operator.
“My role was to coordinate activities between the customer, the technical support team, the engine repair crew and the engine rental department,” Goldstein said. “We needed to send the problem engine in for overhaul and put a rental engine on the wing to get the airplane back in the air – all in less than a week so the aircraft could be used for an important business trip. The director of maintenance really appreciated our efforts and the fact that we kept him looped in throughout the process.”
Feedback from directors of maintenance and aircraft owners and operators helps Goldstein do a better job for his customers, who include a literal “who’s who” of major aircraft operators in his corner of the world. He’s on a first-name basis with maintenance chiefs from companies like Hershey, American Express, GEICO, 21st Century Fox and Penske.
Goldstein knows there’s no substitute for the personal touch, especially in the aviation maintenance, repair and overhaul community where everyone seems to know everyone. He recently dropped in to check on the progress of an engine repair underway at an airfield in Delaware, more than 200 miles from his Newburgh, N.Y., home base.
While he focuses primarily on the Northeast, Goldstein works with customers elsewhere, too, because Honeywell uses a “follow the sun” approach to make sure customers always can reach an experienced field service engineer, no matter when they call, as he mentions “So someone is always available to pick up the phone if a customer has a question or issue with a Honeywell propulsion engine or APU.”
Goldstein brings unique insight to his role as a customer advocate, having worked in just about every facet of the maintenance, repair and overhaul business from hands-on avionics tech to radio repair station manager and director of maintenance before joining Honeywell in 2017. He also was an Army paratrooper and earned a private pilot’s license.
“Having worked on both sides of the supplier-operator equation helps me put myself in customers’ shoes and understand what they expect from Honeywell,” Goldstein said. “I apply things I learned in my ‘past lives’ to create a better experience for our customers, every single day.”