When people think of the Exotic Metals Forming Division, a division of Parker Aerospace, most think of manufacturing new parts for commercial and military aircraft programs. Many don’t know what happens to new hardware once it leaves the factory and is installed on new aircraft. For the Exotic Metals Forming Aircraft Services (EMFAS) team members, this is where the story begins.
In an ideal world, components from aerospace manufacturers — like pneumatic ducts, auxiliary power unit mufflers, engine exhaust plugs, nozzles, and other sheet metal parts — would last the lifetime of an airplane. A myriad of things that happen during the daily operation of an aircraft can impact this goal. For example, a baggage cart bangs into the engine exhaust plug. A duct is inadvertently dented during an engine change. A bellows flex joint prematurely wears. Or a technician accidentally damages a part. That’s where aftermarket services are critical to get planes back in the air. And that is one of the reasons Parker Aerospace acquired Exotic Metals in 2019.
An idle aircraft is an expensive and complex reality for airlines trying to serve thousands of people. When such an event occurs, the EMFAS team delivers on its mission to serve airline customers and keep their fleet of aircrafts doing what they are designed to do: move people and goods as seamlessly and safely as possible.
EMFAS team members work in a dynamic environment. Every day brings new adventures, issues, customers, and people. These technical experts find it rewarding to help customers solve problems, develop relationships, and work with people from nearly every continent.
Most service businesses are built on relationships. Customers consider a company only as good as its last order. EMFAS views itself as a service business rather than a company that manufactures a product. There are no long-term contracts and no ownership of the intellectual property on the parts they repair so they must perform at the highest level every time.
How often have you gone to the same restaurant, had a good experience, and then the next time the service and food are terrible? One bad experience might keep you from ever going back. It works the same way with the aircraft services business. One bad experience can cost a customer’s business forever.
Since 2002, the EMFAS team has had an excellent performance track record with customers. In the first year of operation, EMFAS had five customers; today it has more than 250. EMFAS is a successful team that supports partners internally and externally. With the full support of Parker, EMFAS is just getting started, and the brightest times are ahead.
This blog was contributed by Chris Capuano of Exotic Metals Forming Division Aircraft Services.