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Former Mechanic Still Focused on Customer Fixes

Former Mechanic Still Focused on Customer Fixes

Honeywell Field Service Engineer Efrain Villafane knows aircraft engines from the inside out. He spent a big part of his 20-year aviation industry career working as a mechanic for legendary aircraft manufacturers Cessna and Bombardier. He doesn’t turn wrenches much anymore. But Efrain is still “Mr. Fixit” when it comes to business aircraft operators with engine problems. “Honeywell customers need to know we are here to support them no matter what,” Efrain said. “Big operator or small operator, it really doesn’t matter. Everybody has an important job to do and if there’s a question or issue with the Honeywell engine on the aircraft, we’re ready to jump in to lend a hand.”

Efrain is part of the Aerospace Technical Support team, Honeywell’s global resource dedicated to providing customers with the best-possible service. Not only does he provide quick and innovative on-site troubleshooting, he is also part of the ATS team which is accessible 24-7, 365 through the MyAerospace portal (sign in on this site) or technical support hotline (855-808-6500 in the U.S. or 602-365-6500 internationally).

Even though he’s based in West Palm Beach, FL and supports the Southeast territory, Efrain regularly helps Honeywell customers from as far away as Europe, Asia, Africa, and South America.

"I never know who’s going to need my help when I pick up the phone or check my emails,” he said. “It could be someone simply needing a service bulletin or part number … or it could be someone with an AOG (aircraft on the ground) situation. Our team has to be ready for anything.”

Sometimes that means getting out of the office to visit customers, learn about their operations and address unique problems. Efrain recently traveled to Tampa to help a customer deal with an engine temperature issue encountered during the midpoint inspection. “We determined the digital electronic engine controls haven’t been upgraded, so we had to troubleshoot using a cable hookup,” he remembers.

“We determined we needed to take the engine off-wing for inspection, which could have been a problem for the operator, who needed to stay on schedule. We were able to arrange for a rental engine so the operator could meet the commitment,” he added. “I find solving customers’ problems extremely satisfying.”

Efrain brought his vast experience in maintenance, training, sales, and customer service to Honeywell in 2018. He has an associate’s degree in Aviation Maintenance, and holds both airframe and power plant certificates. He’s a frequent contributor to the Tech Connect section on the MyAerospace portal, where he shares his extensive engine expertise with Honeywell customers.

“I love working with our customers and being part of the ATS team,” he said. “Everyone here shares a commitment to providing the very best customer service across our global footprint. Customer service is an important enabler of the Honeywell culture and it’s an honor to represent the company with our customers.”

Contact Efrain Villafane:
Field Service Engineer (FSE) - Mechanical
West Palm Beach, FL and Southeast Territory
(561) 232-8026
Efrain.Villafane@Honeywell.com