A new strategic approach to customer care has been launched by Rolls-Royce with the opening of the first of a network of Customer Service Centers for civil large engines.
The first of the centers has officially been opened in Singapore and will support all airline customers across the Asia Pacific region.
Rolls-Royce will now support airline customers through five customer regional teams serving Asia Pacific, Americas, Europe, Greater China, and Middle East and Africa. The new Customer Service Centers will strengthen the local capabilities of these teams in their regions.
Dominic Horwood, Rolls-Royce, chief customer officer – civil large engines, said: “Rolls-Royce is committed to delivering excellence in our services, really caring for our customers, understanding their needs better, and being ever more responsive. Today is the beginning of a global journey to get closer to our customers and to do more work in the regions where they operate.”
The Customer Service Centers will deliver enhanced engineering capability with delegated European Aviation Safety Agency authority. They will coordinate operational planning, deliver innovative data services, support sales campaigns and lead customer account management. They will also act as hubs for Rolls-Royce airline support teams based at major airport locations across each region.