The Customer Services & Support function is involved in various activities of Product Support, Services and Customer Operations Support during the use of our products and services and also for Managed Services. Activities can range from Support until Entry Into Service (engineering support, technical documentation and support, external interface management and upgrades) to In-Service Support (simulation and customer/user training) to Operation and Maintenance (customer support operations, CRM, engineering support, flight operations, supplier support, maintenance) to Management and Business Development for Services.
In the area of Product Support, Services and Customer Operations Support, teams provide material, logistics, provisioning and supply solutions for the business (including spares). They are responsible for ensuring reliable and economic entry into service and continuous operation of EADS products/deliverables to meet customers’ expectations. In addition to this they provide customer/user operational training (flights, maintenance, missions, cabin crews, etc.) and produce and manage technical documentation as well as associated services. They also support the customer in using the documentation. This business function is responsible for providing repair, modification and organised retrofit services to customers with respect to required standards (e.g. airworthiness) and maintenance costs.
The Managed Services function covers the resolution of all technical faults and provides engineering support and services to customers. The close link to the customer contributes to EADS deliverable’s full operational use (e.g. reliability and economics of the final products). They also lead Customer Support and Services contribution and development activities for new programs and services.