By Patty Kovacevich
Raytheon Van Nuys (VNY) is making big changes under the leadership of its new general manager, Tony Marlow. At the recent Raytheon VNY open house, held on October 5, Marlow welcomed VIP guests to see the enticing transformation. With its stunning decor, the two-story reception area created a festive party buzz. Guests noted safety, maintenance and service behind the scenes.
While Marlow has devoted months to analyzing every aspect of operations and looking for ways to improve customer service, he also celebrates the return to his hometown of Los Angeles. Having grown up not too far from Van Nuys Airport, he began his aviation career 27 years ago as a lineman, while enrolled as a fulltime student at the University of Southern California. He is now dedicated to analyzing every aspect of Raytheon VNY operations and looking for ways to improve customer service.
“My philosophy is simple. We’re here for one purpose only, and that’s to serve our customers,” Marlow says. “Whether we’re turning a wrench to repair an airplane, processing a work order or tidying up the lobby for arriving guests, everything we do is focused on excellent customer service.”
Raytheon VNY holds the FAA’s highest honor for maintenance training excellence. The Diamond Award highlights the importance of aviation safety and education within the industry.
“We’re one of the most heavily traveled GA airports in the country—actually the heaviest in the western United States. We can’t afford to offer anything less than superior service,” Marlow explains. “We’re the preferred destination for LA’s elite, and we treat every one of our customers to a Hollywood red carpet welcome. In addition, our avionics and maintenance services are unmatched in the area for quality and safety.”
Rated as a platinum authorized service center by Raytheon Aircraft Company, VNY meets stringent OEM requirements for tooling, spares, training and quality control. To maintain the rating, VNY must utilize Raytheon’s proven customer service tools, such as electronic ordering, vendor managed inventory and claim filing, and have no unresolved service issues on file.
“Our service technicians are the true stars of VNY. We can accommodate a Gulfstream or a Challenger just as easily as a Hawker 850XP or a Beechcraft Bonanza,” comments Steve Griego, western regional manager for Raytheon Aircraft Services. “We hold safety training certificates for some of the most complex avionics installations and dual GPS management systems.”
Raytheon VNY also holds the National Air Transportation Association’s Safety First award for safe line service practices and procedures, and participates in NATA’s on-going safety training.
For more information, call Tony Marlow at 818 765-2190 or visit [http://www.raytheonaircraft.com].