Field Service Representative, Unsung Hero

I started my career as a field service representative (FSR) at the age of 23 with Aerospatiale Helicopter Corporation. Now, at the age of 53, as I look back at having served with several OEMs in customer support and working both sides of the fence, I thought this might be a good subject matter.

Let me start off by saying that these are my views and thoughts and not necessarily the views of other reps and OEMs — although having many friends in field service, I know some may share my thoughts.

Whenever you get promoted to a position of authority such as manager, DOM or general manager in the repair station, it’s usually a good idea to call all your local representatives and give them your contact information. If possible, invite them over for a visit next time they are in the area. Too many times I didn’t hear from my customers and when I called or just dropped by, changes had been made and no one ever contacted me to introduce him or herself and some didn’t know anything about FSRs. It helps the FSRs update customer databases. Whenever something important comes up, they can contact the right person concerning aircraft or related issues. One example would be databases and where to position GSE power carts for the best possible upload without any EMI interference. I always made myself available to answer these and many other questions. At the same time, I asked the operator to email me the times and cycles every month to keep my area aircraft database current for my field service reports back to my boss.

When you call up an FSR for technical assistance, please be sure you have the chapter, page number and illustration (if applicable) ready, because so many times I found the operator to be complacent in the sense that they would pick up the phone and try to get technical answers with out doing any research for themselves. Believe me, with more than 124 Learjets and eight Challengers, I was pretty darn busy all the time — especially if I was assisting several operators on the phone at the same time. With models ranging from the 24 to the 45, it would sometimes get pretty stressful. By having the model, registration, times and cycles, issue(s) with your place in the manual lets the FSR know  you’re trying and just stuck in the process.

If I told you I had all the answers, I would be lying. Giving your FSR as much info as possible will help him or her look through the database of FSR reports to maybe find areas of concern in the past to get you going. 

Your FSR is your liaison to the OEM and can be of vital help when you experience engineering or troubleshooting needs, warranty issues, minimum spares lists, or need a special tooling explanation — or so many more issues you may have. A big no no is wasting your FSR’s time with questions you may already have answers to, just to try to stump your FSR. Believe me, it happens more than you think. Customer support is a tool to be used to assist you and get you on your way. This allows the OEM to assist others who may have really big issues with their aircraft or operations.

After the FSR has helped you and your issues are resolved, call or send an email on what you found, and how the issue was corrected so that the FSR can write a report and send it on to his or her office. A thank you wouldn’t hurt either.

Remember that the FSR is human and sometimes the job can be overwhelming. Treat your FSR as you would want to be treated: with respect, courtesy, a little humility and a lot of professionalism. I never knew what type of situation I was walking into when the DOM’s stress levels were showing on his face and you could cut the tension with a knife. Remember that we are there to help you in any way possible. If the answers are not readily available, the FSR has the OEM infrastructure, resources and answers you will need to get you going. Some folks out there only call the FSR when issues are encountered. Next time you think about it, and your FSR has been there for you and your operation, write a quick email to the FSR manager and/or director (and maybe even the VP of product support) to let them know your FSR is doing a good job — especially if he or she just saved you from a big issue and got you on your way. This will go a long way for the unsung hero, the FSR who is on the front lines and in the trenches with you.

Many FSRs drive for hours to customer facilities and work long hours as customers change shifts. The FSR works while the customer breaks for lunch until the issue is resolved. Dedication, pride, loyalty, great work ethics and time management skills are just a few of the traits FSRs must possess. I’m so glad that most OEMs are expanding their product support departments knowing these more sophisticated fly by wire, and by light aircraft are going to need more FSRs to educate and teach operators how to service and perform maintenance functions without damaging sensitive electrical systems.

In my years as an FSR, I have met lots of good people. Many are retiring and members of the younger generation are now reaching positions of authority. Many have never dealt with an FSR — so, in short, this article really just points out a small portion of what an FSR does and goes through to help us help you.

Phillip Esparza owns and operates Semper Fi Aviation out of Fort Worth, Texas. Esparza served with the USMC as a crew chief on helicopters. He has been active in aviation for 35 years and holds an FAA A&P, IA and private pilot’s license and serves as the Fort Worth-area designated maintenance examiner (DME). He has held positions with Aerospatiale Helicopter Corp. (now American Eurocopter) as an FSR, and with Bombardier Business Aircraft as an international FSR covering Mexico and Central America. He worked with Dallas Airmotive as an international engine maintenance sales representative for Latin America. He held the position of flight line technician as well as field service working on F-16s in the UAE with Lockheed Martin. Esparza has held positions as general manager for a large 145 repair station in Fort Worth, and DOM for Polaris Aviation Solutions based in Teterboro, N.J. He has worked globally and has extensive knowledge of International logistics, maintenance practices and interior and completion projects. He currently is a consultant for FAA Part 145, 125, and 135 operations, aircraft completions, maintenance, interior and international maintenance operations. Visit his Web site at www.semperfiaviation.com