Press Release
Issued by Thales.
October 22, 2013
At the NBAA 2013 Business Aviation Convention & Exhibition, Cobham Satcom has announced an updated and enhanced product support service to meet the needs of its customers.
Cobham plc Strategic Business Unit (SBU) Cobham Satcom has expanded its global network of support staff, which now comprises personnel in Lyngby, Denmark; Cape Town, South Africa and Virginia Beach, VA, and there are plans to expand the aeronautical support in China as Cobham bids to lead the way in the region in product support services.
Cobham Satcom has also launched an improved eSupport portal which incorporates all business areas and support engineers globally in one system. Furthermore, the telephone system for technical support is being upgraded to enable regional calling in to global support staff.
Cross training of support staff has taken place to ensure comprehensive knowledge on the aeronautical satellite communications product portfolio consisting of the established AVIATOR and Omnipless brands.
“The experience, expertise and global operations of Cobham Satcom, evident in the company's investment in product and market development, are now reflected in its commitment to product support,” said Christian Kock Johansen, vice president global customer service, Cobham Satcom.
“As well as an increase in the number of staff providing support across the world, there has been additional training to bring staff up to speed with the new portfolio of products. With our plans to expand the aeronautical support in China and the Asia region in general, we will also be able to secure a 'follow-the-sun' coverage of technical support to our partners, which means we will have support staff in different time zones providing support locally as well as globally.”
The updated 24/7 eSupport portal for technical support was launched earlier this year, providing an enhanced knowledge base access which can aid customer self-service. Support issues raised and handled through the eSupport portal can be tracked by Cobham partner vendors.
Cobham Satcom offers its partners a repair as well as an exchange service, so customers can choose to have their own part repaired or they can opt for an exchange part as a replacement, thus getting the equipment back into service quicker.
Cobham Satcom's already well-established core portfolio of SwiftBroadband solutions, ranging from the AVIATOR 200, 300 and 350 to the AVIATOR 700 and 700D and the new AVIATOR S series, provides in-flight connectivity to support a host of advanced applications including cockpit voice dialling in addition to in-flight calling, email and internet browsing for passengers.
Allowing comprehensive and flexible installation options, Cobham also offers a range of high, intermediate and low gain Inmarsat satcom aeronautical antennas to support Inmarsat SwiftBroadband, Swift 64 and classic Aero I/M services.
