Mark Van Zwoll is VP, Fleet and Special Missions Sales, with Embraer Executive Jets. Embraer manufacturers the second aircraft family in the AirSprint offering: Praetor and Legacy jets.
Q: Tell us about the role you play in assisting AirSprint with bringing on a new Praetor or Legacy jet.
Mark Van Zwoll: Every AirSprint delivery begins with a sales dialogue many months in advance. As AirSprint’s sales executive, I work with the company’s leadership to craft each aircraft order, balancing pricing, delivery schedule and payment terms to provide a deal that is mutually beneficial to both parties. I remain engaged as AirSprint’s high-level point of contact throughout each aircraft’s production, delivery and beyond.
Q: From the moment an order is placed by AirSprint, how do things progress step by step?
MVZ: A portion of the process is actually conducted ahead of the formal agreement to purchase the aircraft. During the sales dialogue, we make specialists available from our Configuration and Design teams. They assist our prospective customers with initial choices that will be incorporated into the formal purchase agreement. The aircraft deal is struck on this initial understanding of the configuration and equipage of the aircraft. After the purchase agreement is signed, we will review and confirm every selection with the customer prior to its being incorporated into the aircraft. Once the sale is official, a Customer Account Manager, or CAM, is assigned. These specialists act as the customer’s concierge throughout the process, providing a seamless point of contact leading up to delivery. The CAM helps the customer manage the primary decision points, including configuration and interior finishing selections; exterior finishing; and registration marks and transponder codes. As delivery nears, a dedicated Delivery Specialist is assigned to handle all logistical and technical aspects of delivery.
Q: How do you keep the customer apprised of progress?
MVZ: The process flows smoothly through the decision checkpoints, keeping the customer engaged at every juncture. We take a highly personalized approach to the process, and our specialists are continuously accessible.
Q: Describe the delivery process.
MVZ: The delivery process spans three to five days, depending on each customer’s specific needs. It occurs at Embraer’s Global Customer Center in Melbourne, Florida. This facility is separate from the production centre, affording private surroundings and a solitary focus on the delivery process. Our customers are provided with their own suites from which they can comfortably manage their delivery. The suites overlook the customer’s aircraft in the hangar below, affording a fantastic view of the proceedings. The delivery is such a highly anticipated event and we build on that excitement by creating a special “wow moment” while unveiling the aircraft to the customer for the first time. After that, we conduct a flight to allow the customer to experience and verify all features and amenities onboard the aircraft. Next, the Delivery Specialist hosts a documentation review to ensure that all paperwork is in order, and paint and components are inspected. Once the inspections and paperwork are complete, we achieve aircraft technical acceptance, which signifies customer satisfaction. We also arrange meetings with third-party suppliers, such as airborne communications providers and engine manufacturer representatives, allowing customers to conveniently consolidate these important dialogues into the delivery process. Toward the end of the process, the Export Certificate of Airworthiness is issued to assist with Canadian registration, and the process concludes with the final acceptance of the aircraft and financial closing.
Q: How do you continue to support the jet after it is delivered?
MVZ: From our perspective, the delivery is simply the commencement of decades of service to the operators of our aircraft. Embraer offers a broad network of company-owned and -authorized service centres around the world, providing our customers flexibility to utilize facilities most convenient for their operations. Our Services contact centre provides 24/7 support, and our Field Service Representatives provide on-site support around the globe. Our Services division also cares for Embraer-built commercial airliners, military and agricultural aircraft, and we leverage the strength of that sizeable network to provide robust support to our Executive Jet customers.
Q: What is different, from an OEM perspective, about working with an operator like AirSprint versus an individual buyer?
MVZ: We have enjoyed this experience with AirSprint over the course of numerous deliveries. Their representatives are so well versed in this process that it’s almost routine for them, though we aim to make every delivery to AirSprint even better than the last. AirSprint is a highly experienced buyer, and they come to the table with a very refined perspective of their operational needs based on many thousands of hours flying our aircraft. An individual buyer will typically spend more time weighing the many trade-offs inherent to outfitting the aircraft—interior material appearance versus durability, optional equipment weight and cost versus benefit to the mission, etc. While AirSprint’s experience affords them the clarity to make these decisions swiftly, we tailor the process to buyers of all experience levels to ensure that their specific needs are met.