Bell’s investment in aftermarket support is incredibly comprehensive and agile – providing the very best customer service. It’s the collective force of the Bell Global Customer Solutions teams that ensures every customer is met with timely, accurate and solutions-based responses. From the teams in manufacturing and warranty who build and verify parts, to the employees in engineering and product support who design the aircraft, they do this always with the customer in mind. It is crucial that the customer feels just as comfortable and supported after they purchase the aircraft.  

That’s why Bell has nearly 50 customer service engineers (CSE), spread across the globe, who are subject matter experts in aviation maintenance. They are the face of Bell, working as the direct line of communication and facilitating aftermarket support for commercial and foreign government customers. Whether customers have questions about equipment configurations, require onsite technical expertise, request aircraft safety training or are receiving their aircraft delivery, CSEs are a quick phone call or flight away.  

To get an inside look into their work, Chris Schaefer, vice president, Global Customer Solutions, facilitated a Q&A with two of Bell’s CSEs – Greg Judd and Edward Mooney. 

Greg, tell us about the role of a CSE and why it's critically important to have those years of experience? 

“As CSEs, we are the face of Bell for all technical support after the helicopter has been sold. We are passionate about the job and bring more than 1,500 years of combined experience to the role from our extensive careers in aviation maintenance. We worked on the other side of the transaction – when we were Bell's customers. Now that we work for Bell, we have a true understanding of the product and know what customers expect from us.” 

Edward, how best do our CSEs serve our customers, ensuring they receive the most accurate service for their needs no matter where they live? 

“Because the CSEs are spread across the globe, we are local to Bell’s customers. When they call, we can get to them quickly to address whatever issue their aircraft is facing. This helps us create very personal relationships with our customers, and that differentiates Bell from our competitors. With thousands of aircraft around the globe, we are the concentrated voice of the customer, allowing Bell to adapt, support and overcome. As our mission and vision convey - Bell delivers solutions to transform the way we live.”

Edward, you were featured in  an article a few years ago for assisting an air rescue while you were backpacking in Arizona. Tell me about that experience. 

“As I was hiking, I found a woman sitting on a rock with a broken ankle. I called one of my customers, the director of maintenance for the Arizona Department of Public Safety, to confirm he was sending a Bell 429 for air rescue. Because of the relationship I have with the customer, his team made 12 attempts – nine more attempts than required - to rescue the injured climber. This rescue made history as the highest hoist rescue ever recorded in the state.” 

Greg, we recently caught up with one of your customers who spoke of you saving the day when his aircraft was experiencing issues. How does it feel knowing you "saved the day?" 

“When I received the call from the pilot, I had our local customer service facility (CSF) meet me at the aircraft. We identified the issue, and 15 minutes later, the aircraft was back on schedule. It's so satisfying to do that for a customer - to watch them fly away with a smile on their face; that's when I know we've done our job.”