Profiles: Cessna Citation Service Centers

Cessna’s unwavering dedication to serving Citation customers began even before there were Citations. It wasn’t enough just to build this new turbine-powered aircraft, the company reasoned. The service provided to keep the Citation fleet flying should match the quality of aircraft. And it should be available the day of the first Citation delivery.

To do that, the company opened three maintenance facilities, known as Citation Service Centers, in 1972 before the first customer Citation rolled out the hangar door. The idea behind the centers was simple: Provide customers with the unique knowledge of the people who built the aircraft, and give them immediate access to necessary parts.

Today, the Citation Service Center network includes 10 company locations, including one in Europe. Along with the company’s Authorized Service Facilities, the Citation back shop has become business aviation’s most comprehensive support network.

Expanding Support

To further simplify aircraft ownership, a revolutionary computerized maintenance tracking and planning system called CESCOM was developed. It was designed to assist Citation owners with service requirements tracking — thus assuring high reliability. A separate Cessna Parts Distribution (CPD) center specializing only in Citation spare parts was built to assure rapid replacement parts availability whenever and wherever spares were needed.

Single Focus Ensures Success

Cessna’s Citation-only focus has allowed the company to build on its success. Moving beyond the nuts and bolts of aviation service, the Citation Service Center network has pioneered several innovative programs that are unique to the aviation industry. For example, the company has created programs to reduce the cost of maintenance and flight, and to help better manage those costs. Most recently, the ProTech program was added to the roster. The program helps curb rising labor costs by locking in rates for five years.

Reducing AOG time has also been a high priority for the service center network. Among several initiatives created to achieve that are Mobile Service Units that provide maintenance in the owner’s hangar. The ground-based units are equipped with many of the same tools and equipment found in the company’s brick-and-mortar facilities. Additionally, in an effort to bring its services to customers, Cessna commissioned a Citation Ultra to expand its rapid response capabilities. That aircraft, referred to as ART (Air Response Team), immediately flies people and parts to critical-need AOG situations.

On the mechanical side, Cessna has introduced the more intuitive MSG-3 maintenance program that can enhance operational safety and reduce costs. Cessna has also teamed with Dallas Airmotive to create the unique EngiNEWity engine overhaul program. The program offers owners cost-saving options, reduced temperature and vibration limits, and guarantees turnaround time.

Given all that, it’s hard to imagine what Citation Services Centers would be like had Cessna decided to serve all models. In all likelihood, none of these programs would exist.

"No business can truly be successful by trying to be all things for all people," says Senior VP of Customer Service Mark Paolucci. "Servicing other aircraft models would distract us from what’s most important — the Citation customer."