Martin-Baker has a long history of commitment to product support and continues to supply spares to more than 90 Air Forces world-wide for seats that have been in service for up to 40 years. This support ranges from a traditional spares supply approach to full, integrated support packages for a range of international customers. Martin-Baker has a Design Support Department that provides Reliability, Maintainability, Safety, Logistics and all other support functions. This team, which includes six Technical Representatives in the field, provides a combination of rapid response to customer needs and in-depth technical capability 24 hours a day - 365 days a year.
Martin-Baker's support approach begins with the design drawings. Each new design drawing is annotated to denote the component's suitability for provisioning as a spare, the decision being made against criteria such as maintenance skill requirements, life cycle costs and safety. The Technical Manuals, illustrated Parts Breakdowns and spares supplied all flow from this identification to provide a consistent technical and logistical approach. Martin-Baker actively pursues in-service support concepts tailored to best suit each customer's life cycle costs and availability requirements.
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This proactive approach has led to increasing levels of contractor support for customers, such has the U.S. Navy, to provide the most cost-effective support. Currently all Depot repairs for the U.S. Navy NACES are performed by Martin-Baker, supporting over 1100 seats in service. For JPATS, Martin-Baker is under contract to provide Contractor Logistics Support to Raytheon for USAF and U.S. Navy support. This has required Martin-Baker to provide all the necessary spares and support equipment for the years 1998 to 2004 with agreed repair turnaround times and spares availability. Martin-Baker has developed spares usage math models to predict the scheduled and unscheduled spares that will be required each year and is integrating spares manufacture with seat production to provide spares at the best price and availability. The commonality of many spares between escape systems also provides benefits in terms of scale and future support. |
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It is Martin-Baker policy to give as full and helpful a response to customer enquiries as possible.
Martin-Baker Product Support Department personnel have the capability to deal with technical enquiries on all equipment supplied by the Company. Where necessary the Product Support Department can also call upon all Company resources required to process and deliver answers to customer enquiries. The Product Support Department also has the facility to follow up on, and initiate, corrective action to problems uncovered by technical enquiries. Technical queries received may be via telephone, fax and e-mail, including digital photographs to show the problem area. Martin-Baker has an in-house Technical Publications Department that produces the Technical Orders to support maintenance and operation, utilising the latest computer graphics techniques to a standardised format accepted by the world's Air Forces. |