Closer to the customer Representative offices opened in London, Brussels and Palma de Mallorca
In opening offices in London, Brussels and Palma de Mallorca, Lufthansa Technik (LHT) is responding not only to the dynamic development of air transport in western Europe and to the resultant growing need for modern Maintenance, Repair and Overhaul (MRO) services but especially to the customer requirement that MRO providers be nearby and able to deliver fast service.
“Our aim and top priority is to be able at all times to respond flexibly to customer wishes,” says Ralf Noether, Head of Sales for Western Europe, citing that as the reason for LHT`s opening more local sales offices. “Beefing up our marketing and sales force will better enable us to achieve that aim.”
At London`s Stansted airport, the center of Europe`s fast-growing “no frills” market, Bryan Cole is Lufthansa Technik`s man on the spot. LHT has a service specially tailored to the needs of this group of customers, who concentrate solely on their core business and have no MRO capabilities of their own. The potential in the U.K., Europe`s largest charter market, is enormous, but the competition is fierce. The most important customer there is the charter passenger carrier Britannia, for which LHT provides Total Component Support (TCS‰) for the Boeing 737NG fleet.
Headed by Fernando Rivera, Lufthansa Technik`s Spanish office is located right at the Palma de Mallorca airport, which has become the hub for many airlines and is now the second-largest airport in Spain. With a local staff of 20 employees LHT services there the entire Airbus 320 fleet of the charter carrier Spanair as well as the aircraft of other customers such as Viva Air.
Stationed at the Brussels airport, Juergen Roggenbuck is responsible for the Belgian market and for the country`s large number of customers availing themselves of LHT services under Total Technical Support (TTS‰) contracts. He looks after not only the largest customer CityBird, whose fleet includes the MD-11, B767, B737-300 and Airbus A300-600, but also the charter airline Brussels International as well as other customers. The dynamic growth of the Brussels airport, reflected in the new terminal currently under construction, poses a special challenge for Lufthansa Technik.
All three of the above-named Lufthansa Technik representatives report favorably on the results of opening the new offices. Noether emphasizes that “The response to the opening of our new sales offices has been extremely positive; our customers are very satisfied. We now have the ability not only to respond more quickly to their wishes but to engage in true customer relationship management. This is evident from the excellent partnerlike relationships that we`ve already built up.”
Worldwide, Lufthansa Technik has a total of nine representative offices. In addition to the new ones at London-Stansted, in Brussels and Palma de Mallorca, there are others in Taipei, Tashkent, Moscow, Singapore, Beijing and Tokyo, respectively. This international presence, which includes 13 maintenance stations in Germany and more than 50 others throughout the world, ensures that customers will at all times have direct contact and fast service.