Satair Customer Order Fulfilment (COF)
Global Spares Support with 24/7 availability
Get support for your material orders and inquiries worldwide and around the clock from the Satair Customer Order Fulfilment. Our dedicated teams answer your needs for any priority, any maintenance event and AOG situation. The main goal is to keep your aircraft flying and meet your expectations for daily operations with highest flexibility and quality standards.
To ensure the best customized support, Material and Supply Chain Services have implemented a Single Point of Contact (SPOC) concept. Each customer has been allocated to a dedicated SPOC in the customer’s region who manages all interactions for the respective customer account. In this way, the SPOC is taking care of the relationship and order management for your proprietary, vendor and standard parts, including order handling and processing, credit note and customer claims management. Moreover, the dedicated SPOC combines the expertise from all In-Flight Desk (IFD) and Heavy Maintenance (HMV) activities. The additional order management for other product lines like used serviceable parts, modification kits and the loan & lease for tools and repairs are still managed by the known business units.
The Satair customer order handling operations is currently still divided into Airbus parts and services (Airbus Legacy) and OEM parts and services (Satair Legacy). This setup will be consolidated during the second quarter of 2019. In future there will be only one SPOC, one channel approach and one AOG Competence Centre for the customer. More customized information is about to be distributed to each customer soon.
The Customer Order Fulfilment and SPOCs are based at seven locations in four regions:
Americas - Ashburn & Peachtree City
Europe, Middle East, Africa - Hamburg, Copenhagen & London
Asia Pacific - Singapore
China - Beijing
Aircraft-on-ground (AOG) – Airbus parts and services
For the regions AOG inquiries are managed by 24 / 7 AOG Competence Centres
- Europe, Middle East, Africa, Asia Pacific & China: Hamburg
- Americas: Ashburn
Aircraft-on-ground (AOG) - OEM parts and services
- Americas: Atlanta
- Europe, Middle East, Africa: Copenhagen
- Asia Pacific: Singapore
- China: Beijing