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Meet Your Business Jet’s BFF

Meet Your Business Jet’s BFF

Like good friends, Honeywell field service engineers (FSE) are there when you need them most. Honeywell has built one of the most capable and available technical support capabilities in the aviation industry, with more than 130 FSEs standing by to answer questions and solve problems for business jet operators.

The Global Field Service team handled more than 52,000 customer cases in 2019 and closed 90 percent of those cases within 48 hours. Feedback from customers indicates a satisfaction rating of over 90 percent.

The business aviation community runs on relationships. Many operators have been working with the same FSE for years or even decades. When they pick up the phone to call Honeywell, they want to hear a familiar voice on the other end of the line.

“Customer relationships are really important in this industry,” said FSE David Heilman. “I’ve always tried to develop deep and lasting partnerships, not just with the flight departments themselves, but with the techs who work there. I want them to feel free to reach out to me for any reason – whether it’s to help them understand a service bulletin, answer a pilot’s question, or deal with an aircraft on the ground situation.”

Those essential person-to-person transactions are backed up by a “follow the sun” approach to technical support, which means an experienced FSE is always available. The Aerospace Technical Support team is accessible 24-7, 365 through the Honeywell Aerospace Portal or technical support hotline (855-808-6500 in the U.S. or 602-365-6500 internationally).

“Honeywell field service engineers are positioned strategically around the world so no matter when a customer reaches out for help – day or night – there’s always an experienced, knowledgeable field service engineer at the other end of the phone line or email message,” said Phil Alcock, Sr. Director of Global Field Service for Honeywell.

The company recently updated its online portal to make it easier than ever for customers to contact technical support and get their questions answered and issues resolved.

“We recognize that some customers prefer to do business online, so we’ve made the Honeywell Aerospace portal simpler and more intuitive,” said Todd Owens, Vice President of Customer & Product Support for the Americas. “We’ve improved the transactional aspects of the portal so customers can place and track orders for parts and repairs, find technical information and publications, reach out to the tech support team, and so much more.”

Kyle Krone
Senior Marketing Communications Specialist
Kyle Krone is the Senior Marketing Specialist for Customer & Product Support within Honeywell Aerospace. Kyle joined Honeywell in June 2019 and focuses on how to improve the experience for and reputation with customers

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