Onsite with a Customer Support Manager: Lu (Claire) Chen

The Honeywell Customer and Product Support (C&PS) team is a vast network of experienced Customer Support Managers (CSMs) located worldwide which specialize in assisting a wide range of product and service inquiries. Based in China, Claire Chen is one of the team’s experts who supports our customers in the Asia-Pacific region.

What experiences have led you to support customers for Honeywell?

I joined the Honeywell Shanghai Avionics shop in 2005 as the site customer service representative. During the seven years dealing with customer orders, I obtained deep knowledge of warranty adjudication and part upgrades. I also spent a few years supporting our region’s airline service programs. Leveraging this experience, in 2017 I started assisting our Business and General Aviation (B&GA) customers.

How do you onboard your customers to Honeywell?

In my first meeting with a customer, I introduce myself, our customer core team (CCT) and present a current organizational chart with the contact details which helps customers understand our support model.  I also provide MyAerospace portal training to help customers find online ordering, order status tracking and 24/7 technical support. Also, I provide information on our products and services that can benefit their operations.

Please tell me about a memorable time you helped a customer.

An Inertial Reference Unit (IRU) is an export-controlled product, which means international shipments are strictly managed. It can often take up to eight weeks for customers to obtain a permit from the local government to export an IRU for repair and maintenance. When an operator based in Beijing turned to me to get their IRU modified with an urgent order, I first analyzed the processes. Since it had already been pre-approved to handle IRU overseas maintenance, I coordinated with the Honeywell Shanghai Avionics site to offer the customer a one-stop-shop solution. I also helped drive a quick turnaround at the repair site and the customer was very appreciative of our expedited support.

What makes supporting Asia-Pacific different from other regions?

Given the emerging B&GA market in China, local customers must comply with strict policies and regulations compared with those in more mature markets. As a Customer Support Manager, I need to anticipate customer needs and solve these challenges for our clients. I also enjoy communicating with people and continuously learning about our new products and how they support the various aircraft platforms in the China region.