In the demanding world of aircraft maintenance, where precision and reliability are critical, the quality of service and customer experience can vary widely between MRO (Maintenance, Repair, and Overhaul) facilities. While FAA regulations and OEM maintenance manuals attempt to standardize processes, the reality is that airframe inspections are not created equal, and there’s nothing the same about maintenance facilities and the quality of work performed.
Jared, an aircraft maintenance manager, experienced this first- hand last year when he and his team oversaw major maintenance for three mid-sized jets at three different MROs, including one at Duncan Aviation’s Lincoln facility. Their unique experience highlighted the critical differences at the three companies in communication, customer service, and quality, revealing the hallmarks of a truly exceptional MRO.
The three aircraft, two Embraer Legacy 500s and a Praetor, all came due for major maintenance events in rapid succession. The workscopes included 5-year, 60-month, and 12-month inspections, service bulletins, and paint touch-up.
Managing multiple aircraft demands meticulous planning, often months in advance. Time was spent gathering quotes, scrutinizing service capabilities, and coordinating schedules to ensure the smooth execution of complex maintenance events.
Communication issues surfaced well before the aircraft reached the hangars. Jared’s experience began with quote requests. Brad Lennemann, Duncan Aviation’s Airframe Service Sales Rep, provided a prompt quote, initially securing an early schedule slot for the Legacy 500. However, lengthy delays in receiving comparable quotes from two other MROs forced Duncan Aviation to release the slot. Consequently, Jared had to schedule with another facility to meet the aircraft’s timeline.
The contrast was immediate. Unlike Brad’s proactive and attentive service, Jared says communication with the new MRO’s sales representative was slow and harried. This lack of responsiveness, a stark departure from the smooth professionalism of Duncan Aviation, created significant stress, a common challenge for maintenance managers operating under tight schedules and facing unexpected problems. Fortunately, when seeking quotes for the Praeter, Jared was able to secure a time slot in Lincoln later in the schedule.
Jared takes a hands-on approach when it comes to his management style. He makes it a point to spend significant time on-site during maintenance events, particularly during critical phases of the inspections. This allows him to make immediate decisions and ensure that any issues are addressed promptly.
Jared’s Project Manager, Darrel Miller, was very responsive when needed, even though Jared knew he was simultaneously giving other customers the same level of service.
“I could rely on him for straight talk and direct answers, even if it wasn’t what I wanted to hear. And if he didn’t know something, he researched it and got back to me quickly.”
While at Duncan Aviation, Jared appreciated the open access he had to his aircraft and technicians on the hangar floor. “I want to be in the hangar, talking to the lead technicians,” he says. “Having the freedom to walk on the floor and see the work in progress first-hand is invaluable.” This open-door policy fostered a sense of collaboration and transparency, essential ingredients for a successful maintenance event. In contrast, one of the other facilities restricted access to the aircraft, requiring an appointment and an escort to be in the hangar and talk to the teams. This made the communication feel impersonal, hindered the collaborative effort, and made it more difficult to address issues efficiently. Duncan Aviation’s customer-centric approach is a differentiator.
Jared also appreciated the efficient tools, like the myDuncan project tracking system, which he found far superior to other MRO platforms that still relied heavily on paper and faxing documentation. myDuncan provides real-time updates and facilitated seamless communication between Jared, Darrel, and the rest of the Duncan Aviation team.
The delivery day for each aircraft served as the ultimate test of the MRO’s capabilities. While the other facilities delivered the aircraft late, albeit within expected or slightly exceeded delays, Jared says Duncan Aviation delivered the Praetor 600 on the promised date despite a last-minute scramble to meet the deadline.
“There’s always a lot of pressure and push at the end,” Jared acknowledges, “but what matters is how the teams respond. Duncan Aviation consistently delivers the whole package.”
Duncan Aviation’s collaborative approach to investigating and resolving last-minute issues underscores our commitment to transparency and accountability. Jared understands that maintenance can reveal hidden issues but highlights the importance of planning for contingencies and addressing issues head-on. Duncan Aviation’s comprehensive, skilled backshops are not only capable of handling all the known squawks, but are also prepared to handle any others that may be discovered along the way.
Reflecting on his experiences with three separate MROs performing the same basic maintenance events, Jared gives Duncan Aviation high marks. From the intuitive myDuncan project tracking system to the thoroughness of pre-planning meetings, Jared says Duncan Aviation distinguished itself through a customer-centric approach. “Duncan Aviation is the Gold Standard, delivering the whole package. The communication, organization, and quality of work make all the difference,” he says.
Jared’s experience provides valuable takeaways for aircraft operators and maintenance managers. Proactive communication, open access to technicians, transparency about challenges, and prioritizing quality are not just desirable traits; they are essential for success in the demanding world of aviation maintenance. While cost is always a factor, Jared’s experience demonstrates that downtime can be even more critical. Choosing an MRO that prioritizes communication, collaboration, and quality can ultimately save time and money in the long run, ensuring the safety and operational readiness of the aircraft. In the end, it’s not just about completing an inspection; it’s about building a partnership based on trust, integrity, and a shared commitment to excellence.
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