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«Fall 2021

Duncan Aviation Tech Reps

It’s Who You’re Going To Call

Duncan Aviation takes the most mechanical, technical, knowledgeable, diverse, and experienced aviation professionals and puts them in a position that allows them to use those talents to advise, teach, and support. We call them Tech Reps.

Duncan Aviation Tech Reps, short for Technical Representatives, are some of the most experienced and highly respected experts in the industry. Customers call them for technical advice, OEMs (Original Equipment Manufacturers) seek their input to shape industry standards, and our own technicians rely on them for advanced troubleshooting and training. They impart their elite knowledge in their areas of expertise to all points across the United States and worldwide. They educate, guide, set procedures, and serve as liaisons between Duncan Aviation, customers, and OEMs.

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Imparting Wisdom to New Techs

If Chuck Zahnow, Textron Airframe Tech Rep in Battle Creek, Michigan, isn’t at his desk, on the phone, or leading a training class, he can be found in the hangar working side-by-side with the technicians on the floor. He is very involved with his teams, staying available to them when they have questions or need guidance to work through advanced technical problems.

“I am a resource for them when they have reached the limits of their experience,” says Chuck. “It is a learning opportunity for the younger techs. And it is rewarding for me to see them progress.”

Seasoned technicians also consult with Chuck, creating the best approach and courses of action when they are faced with difficult situations.

But the role of a Tech Rep is more than supporting those on the hangar floor. They also share their wisdom with Duncan Aviation team members from our Satellite locations, AOG Rapid Response Teams, Project Managers, Sales, and Engineering.

In addition to the tech support, a lot of time is spent creating training programs and leading team meetings. It is their goal to advance the collective knowledge of the entire Duncan Aviation team.

“It’s an all-encompassing job,” says Chuck.

Staying Up-To-Date in a Dynamic Industry

Chris Christianson, Avionics Installation Tech Rep in Lincoln, Nebraska, agrees and adds that Tech Reps need to continue to learn as technology advances.

Tech Reps are proactive in their education, taking the necessary steps to stay current on the latest technologies. They spend hours researching the latest ADs (Airworthiness Directives), SBs (Service Bulletins), and SLs (Service Letters) released by the OEMs.

Chris says this is especially important in the world of avionics modifications. “We have moved from analog to digital, exchanging meters and scopes for laptops and routers. Troubleshooting went from following the wire to knowing the software.”

Chris says he needs to understand old and new technologies alike. “When a legacy aircraft arrives for a new avionics modification, I have to know how to get the new technology to talk to the old boxes while supporting the teams.”

Helping Operators Troubleshoot

Because customer support and service questions happen around the clock, Tech Reps also field phone calls at all hours of the day and night. Many are from customers who need straight answers.

Jerry Cable, Duncan Aviation Accessory Tech Rep, answers his phone no matter what time it is–he understands customers located around the world need help outside of his business hours. After listening to the symptoms and asking careful questions, he can typically diagnose the problem and offer a solution.

“In most cases, I have already come up against this problem before,” says Jerry. “If I haven’t, I will walk them through the troubleshooting process. If that isn’t successful, I will put them in touch with the appropriate person at the OEM to get further assistance.”  

OEM/Industry Impact

Many Duncan Aviation Tech Reps have been on the ground floor in the initial type design phase for new aircraft models. They advise OEMs on the tooling and training of the maintenance programs of these new aircraft. They are invited to be members of industry Advisory Boards and Technical Committees. They participate on OEM Maintenance Review Boards and offer feedback to improve the maintenance of new aircraft and after the aircraft has entered into service. These discussions often result in the creation of Service Bulletins, Service Information Letters, and Service Letters that improve the maintainability and dispatch reliability of the fleet.

These relationships are significant. Tech Reps are on the front line with OEMs and others in the industry. When needed, they have a direct line to the right person to get the information necessary to keep an in-house project progressing.

You would be hard-pressed to find another group of aviation professionals more experienced and more willing to share knowledge with others.

There is no way to know everything that can go wrong with an aircraft. But Duncan Aviation Tech Reps have a vast understanding of an aircraft or system’s intricacies and use their knowledge, experience, resources, and years in service to help aircraft perform at their best.

Of all the customer service representatives I deal with daily, my Duncan Aviation Tech Rep is one of the best. He tells me exactly what needs to be done, how long it will take to get it done, even whether the unit is still worth the investment to repair. He gives me straight answers without sugarcoating. I appreciate that. If I could have all my business contacts be like him, my job would be a lot easier.

Bill Renner, Repairs Manager, RIM Enterprises

Duncan Aviation has 31 Tech Reps with expertise in Challenger, Citation, Embraer, Falcon, Global, Gulfstream, Hawker, King Air, and Learjet aircraft. They are experts in accessories, airframe, avionics, components, instruments, interiors, engines, and structures. You can see the list organized by airframe here: www.DuncanAviation.aero/services/tech-reps/contacts

In This Issue: Fall 2021

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