Change in Continuity

Dear Reader,

Ten years ago, in an effort to enhance communication with our customers and employees, we published the first issue of Liebherr AeroNews. Going for retirement at the end of the year, I take the opportunity of this issue # 30, which is now distributed under a different format from the 28 issues as pdf-files, to say “good-bye” to all my friends around the world after 15 years of passion in developing the Customer Support and Services activities within Liebherr-Aerospace. I will miss you all, even if I have many projects ahead!

This is the perfect time to look back and assess the progress made.

We had a long-term vision and have improved customer satisfaction while increasing our business.

Listening to the expectations of our airline customers, we were innovative together with Diehl Aviation, Thales Avionics, Zodiac Services and Safran with the creation of our two joint ventures, OEMServices in 2005 and OEM Defence Services in 2008 to address respectively the civil and the military market. These two companies allow us to offer component services to the airline customers not only on systems designed by its five shareholders, but they are also widely open to host systems designed by non-shareholder OEMs. Their success has been impressively proven and speaks for itself.

From a four sites organization, i.e. Toulouse (France), Lindenberg (Germany), Saline, Michigan (USA), and Singapore, we increased our proximity to airline customers by creating two Services Centers in Shanghai (PR China) and Dubai (UAE), and Customer Services offices in Moscow (Russia), São José dos Campos (Brazil) and recently in Bangaluru (India).

We started our digital transformation at the beginning of this decade by launching numerous internal and transverse projects resulting in having now the ability to process and add value to data of any kind we have access to. To quote an example, we can now easily provide recommendation for predictive maintenance on many of our systems and components. And all our Customer Services sites operate under a similar organization and use the same and interconnected operating tools. We have implemented a state-of-the-art CRM tool and are presently building a new services platform.

All the above would have never been achieved without people. I thank all our customers for the relationship we have built together in joy (and sometimes trial!) with always valuable outputs, and all the members of our Customer Services community who have always been volunteers in this journey.

In conclusion, my thanks go towards the Liebherr Family, our shareholders, for their continuous vote of confidence in our long-term development, allowing us to invest in buildings, capabilities and people and work with passion.

We continue to have a vision, the success of which is guaranteed by the value of the fantastic and passionate teams in our domains of activity: Product Support, Business & Services, MRO Operation & Strategic Investments: The change in continuity.

I wish all of you the best!

Yours sincerely,

Charles Thoyer-Rozat