FSE Creates Wow Moments for Latin American Operators

Field Service Engineer Fernando Vasquez Orellana has spent 20 years solving problems for Honeywell customers in Latin America. Currently based in Toluca, Mexico, Fernando works with business aviation operators in Mexico, Central America and the Caribbean. He also is on the front lines supporting Aeromexico, Mexico’s premier airline.

“It gives me great satisfaction to resolve an avionics issue for a customer and help get their aircraft back in the air,” Fernando said. “When they call us they are often exhausted from trying to solve the issues by themselves. We want to take the burden off the customer and get them the solutions they need. When that happens, for me, it’s a ‘wow’ moment.”

Fernando created just such a moment for SANSA, the flight operations department for a major Mexican TV network, which was having problems with the satellite communications system on its Gulfstream V. Just before an important European trip, Fernando jumped in and traveled to Mexico City to reconfigure the system.

The SANSA team was so impressed the director of maintenance provided this feedback to Honeywell: “Without Fernando’s technical support onsite we could have had serious problems with the Gulfstream’s flight to Europe. SANSA is very thankful for Fernando’s prompt and completely professional support and acknowledges the high level of professionals that Honeywell has in the field. Knowing that Honeywell’s support teams are always there to assist is very valuable.”

Fernando often goes on the road to solve problems for operators of all kinds of Honeywell avionics products and systems, from older cockpits with electromechanical instruments to the latest Primus Epic integrated systems, and everything in between.

“I never know who will be on the line and what they will need when the phone rings,” Fernando said. “That makes my job extremely interesting and challenging. With today’s computer and communications technology we can solve many issues remotely, but I also deploy to customer locations if that’s the best way to get the problem fixed.”

Fluent in Spanish, Portuguese and English, Fernando spends a lot of time learning about his customers and their needs, so he can provide the highest possible level of service. He also studies the diverse cultures and business practices of the countries he supports. A native of Bolivia, he was based there and in Chile earlier in his Honeywell career. He’s been based in Mexico since 2011.

In addition to being Honeywell’s go-to guy in Latin America, Fernando also is part of the Aerospace Technical Support team, which is accessible 24-7, 365 through the MyAerospace portal or technical support hotline (855-808-6500 in the U.S. or 602-365-6500 internationally). As an ATS team member he often fields calls from customers in other parts of the world, including Europe and Asia.

“As a kid, I was very interested in electronics. After earning my electronics engineering degree, I worked in the avionics lab at LAB, the former Bolivian flagship airline that is now a maintenance, repair and overhaul provider. I think that experience has given me a unique perspective on what our customers want and need from Honeywell, and how important it is for us to respond quickly and efficiently to our customers.”

If Fernando is your Field Service Engineer, get the opportunity to see him in person at the upcoming Toluca, Mexico Operators Conference on September 24th, open and free to all Honeywell Customers.