1.
Tell us about your personal path to CFM Materials.
In the 90’s I was lucky enough to get a role at a GE Engine shop working in Six Sigma and later in the Customer Service teams. Not only did I have the privilege of learning the whole MRO business but I also got to work with some great jet engines, including the biggest (GE90) and the most successful (CFM56). In 2004 I moved over to the used material customer service team at GEAM, supporting customers in EMEA region, before eventually becoming the -5 Program Manager. In 2010 when CFM Materials was formed I took on the role of EMEA Sales Director and now I am the Director of Customer Service. I guess that makes a decade working with the CFM56 product and I am still really enjoying it.
2.
What is your role within CFM Materials?
I am the Customer Service Director. Working with the global customer support team, our job is to make sure we keep our promises to our customers so they can keep their spanners turning and engines on wing. We don’t just sell material, we are part of the long term relationship the customer has with the CFM engine, and we want that to be as successful as the CFM56 engine itself.
3. What are the most important parts of Customer service?
A) Seeing your customer’s problem as your own, and B) Knowing your customer and your product tip to tail. A) Means you approach the problem with the same passion as your customer, so we only succeed if they do. C) That covers knowing everything from understanding the trace and quality needs of your customer to knowing what questions you need to ask on moment weights or repair codes or even shipping so that we get the best solution for the customer.
4.
What is the most rewarding aspect of your job?
We have customers who, when they are in a fix, call us first because they trust us to help to get them moving again. Solving problems, being inventive in finding solutions for our customers, is what I consider to be the best part of this job.
5.
How do you see the business growing over the next five years?
Every year the aviation industry has to become more and more efficient. That is as true for the material supply chain as it is for the engines themselves. Demand will continue to grow for the 5B/7B engine material over the next 5 years and we will have to continue to find new and more efficient ways to ensure our customers have what they need, when they need it.