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当您拥有一架上亿元的公务机后，把这架公务机维修保养好就成为最重要的工作，如同买车养车一样，也许一架公务机后期的维修保养的费用会与购机费用持平。
根据飞行和保养情况，飞机的使用寿命长达15年甚至是20年，但是按照市场惯例，公务机在使用到7年左右就会出现置换，而在置换时飞机的残值含金量有多高就体现在飞机每一次维修保养纪录中。
国内公务机的大买家民生金融租赁公司董事长孔林山曾经对本刊说，客户在购买公务机后，没有谁敢不认真对待公务机的维修保养，谁敢对自己的生命安全不负责呢？本刊从本期开始将遍访主流公务机厂商，将各家维修保养服务的优势特点一一呈现。
When you own a 100million-plus private jet, maintenance and repair become one of the most important tasks. It is similar to caring for your car. Maintenance and repair costs for a jet can eventually be equivalent to procurement costs. A jet typically flies for 15 and 20 years, depending on its flying and maintenance records. But usually a jet changes hand when it has been used for 7 years. The residue value depends largely on its maintenance records.
Kong Linshan, chairman of Minsheng Leasing, the biggest buyer of corporate jets in China told U-Jet that all customers took maintenance seriously, who takes chance with one’s own life? U-Jet is visiting all key manufacturers and will present the results of our survey over several issues, starting from this one.
赛斯纳：第一个在华建立维修保养基地
《私人飞机》：赛斯纳在进入中国市场后，为购机客户在哪些方面提供了维修保养服务？有何自己的特色？
赛斯纳：跟买汽车一样，公务机也必须提供本土化的维修服务，才能给客户提供便利，增加客户的信心。赛斯纳主要有几个特色：一是在国内拥有2位专业驻场服务工程师，并提供24小时服务；二是公司的热线服务功能，热线服务由主流机型的服务团队构成，其中有设计工程师、系统工程师、软件工程师等，而且是全球24小时服务，能在第一时间给出答案。
最重要一点是赛斯纳在中国建立了厂商自己的顶级服务中心，即在厦门建立了维修保养基地，明年底将建成投入使用。这是其他厂商目前无法做到的。这个中心可以把飞机拆成零部件，再组装完成。虽然现在不少厂商在国内建立了维修保养的授权服务中心，但这种服务分成很多种，即定期维护、分期维护、航线维护等；更高级别的维修保养服务只能由拥有核心技术的厂商才能做，这是赛斯纳的最大优势。比如客户的飞机不用再飞到新加坡、北美等地进行维修，大大缩减了时间，降低了成本。
而在授权服务中心层面，赛斯纳已在香港设有服务中心，并将在北京、上海设立服务中心，赛斯纳将要把服务中心建成一个体系，按照成熟市场的经验，使客户在一个小时之内就能找到一个服务中心，形成网络化。
《私人飞机》：赛斯纳在华的服务中心网络未来将如何实施，客户能获得什么便利？
赛斯纳：请大家再耐心地等一段时间，我们将会有一个服务中心网络的大计划出台。归根结底这个网络由每个授权服务中心组成，根据机群的分布情况，来服务各种机型。
公司还向客户提供类似客户全面关怀计划的ProAdvantage项目和CESCOM服务，涵盖维修和零部件供应，即购买公司产品之后5年内进行维修保养及对易损件更换等项目，在这个服务范围内客户不用再付费，便于客户控制自己的成本，因为飞机在使用过程中可变成本占很大比例，客户不易控制。比如赛斯纳推出的300小时1年、600小时2年、900小时3年、1200小时4年的维修保养套餐，由客户根据需求自由选择，在时间期限之内出现任何问题都不用客户再额外付费，基于此，赛斯纳在过去的两年所有公认的售后服务评估体系中，排名非一即二。
《私人飞机》：赛斯纳如何在对客户购机后做到最大程度的保值？
赛斯纳：虽然现在中国购机客户对维修保养比较重视，但专业性还有所欠缺。厂商对客户飞机的任何飞行信息都要做详细记录，而且记录必须是局方有资格的人批准签字，赛斯纳还会有定期的检查，这需要客户高度重视，同时也需要普及。所以同在飞行2-3年时间后，赛斯纳的飞机的残值一直是行业中比较高的，因为这些重要的参数缺少一个即会令飞机贬值。
主流公务机厂商只有赛斯纳是第一家在中国投建自有服务中心的厂商，这是不同于别人的地方。我们的想法就是别人做得好的我们要做得更好，别人做得更好的我们要做得更精。
U-Jet: What maintenance and repair services is Cessna offering to clients? Anything special?
Cessna: Just like the automobile industry, jet manufacturers need to provide local maintenance services for the convenience and confidence of clients. Cessna is special in that we have two field engineers providing 24-hour services. In addition, we have a hot line manned by the service team of our main models, comprised of design engineers, system engineers and software engineers, again offering around-the-clock services worldwide and providing immediate responses.
A highlight is that Cessna is building its own top-class service centre, a maintenance and repair base in Xiamen, to be up and running by the end of next year. No other manufacturers can offer that. At the base, a plane can be dismantled into components before being reassembled. A lot of manufacturers do have authorized services centers in China, but can only offer routine maintenance, periodic maintenance and route maintenance, etc; higher-level maintenance and repair can only be done by manufacturers themselves, who are the only ones to have relevant core technologies. This is Cessna’s biggest advantage: planes don’t have to fly to Singapore or North America to be repaired, saving a lot of costs and time.
Cessna will have authorized service centers in Beijing, Shanghai and Hong Kong. Cessna and Hawke Pacific Ground Service Limited will enter into an authorization service contract soon. Cessna will build a whole network of service centers, similar to mature markets. With this network, clients can access a service centre within one-hour.
U-Jet: How to implement such a service network and how can clients benefit from it?
Cessna: Our clients need to bear with us for a while, before we launch our grand plan. The service network will include authorized service centers, serving different models according to where they locate.
The company is initiating a total care plan, providing maintenance and components to clients. Under this program, clients enjoy fixed prices on maintenance and replacement of wearing parts within 5 years of purchase, even if prices go up. Clients don’t need to pay extra within the service scope, so that they can control their costs. Variables costs account for a large part in usage. For example, Cessna offers 4 packages for clients to choose: 300 hours a year, 600 hours 2 year, 900 hours 3 years and 1,200 hours 4 years. Clients don’t pay extra within this limit. Cessna has ranked number one or two over the last couple of years on post-sale services largely for this program.
U-Jet: How can Cessna help clients to enhance residue value?
Cessna: Chinese clients pay a lot attention to maintenance and repair but they are not very professional. Manufacturers keep a detailed record of flying information, and the record needs to be signed by qualified people. Cessna checks the record regularly. This needs to be supported by clients. Cessna planes tend to have high residue value after 2-3 years. Missing parameters mean depreciation.
Amongst mainstream manufacturers, Cessna is the first one in China investing in a maintenance and operations base. This is our differentiation. We try to always do better than competitors.
豪客比奇：
未来加强华北市场售后维护建设投入
《私人飞机》：豪客比奇目前在公务机的售后维修和保养体系上有何特点？
豪客比奇：豪客比奇去年11月指定上海霍克太平洋公务航空服务中心为其首家位于中国大陆的授权服务中心 (ASC)。该授权服务中心位于上海虹桥国际机场，霍克太平洋可提供的产品支持服务包括飞机维护，内部结构调整，售后支持，发动机维护、修理及大修，提供航空电子设备零件及其相关服务等。
豪客比奇一直致力于加大其对中国市场的投入。除了上海的授权服务中心之外，豪客比奇也在香港指定了授权服务中心， 在北京、上海和香港设立了销售和技术支持代表处，并且在北京和香港建立了航材中心。
公司在北京、上海分别配置1名技术工程师，今年开始公司又增加了3名技术工程师，说明我们对售后维护的重视，而航材中心可以在第一时间为客户飞机提供航材更换，节省时间提高效率。
《私人飞机》：豪客比奇1月已经在上海的ASC完成了第一架公务机的维护，请问这为客户带来了哪些便利？
豪客比奇：此次维护的豪客4000由金鹿公务机有限公司执管。整个维护过程历时10天，完成了包括12个月定期检查、排故和勤务等在内的30多项工作，按时交付客户，并于日前顺利完成维护之后的首航。豪客4000是目前世界上最先进的超中型喷气公务机，也是全球首架采用全复合材料机身的该类型飞机。
中国用户的豪客4000在上海进行维护，相比以往必须飞往香港、新加坡维护节省了3-5天，同时节省了可观的调机、燃油、关税和人工等费用。
《私人飞机》：豪客比奇未来在售后运营维护方面有哪些设想？
豪客比奇：公司与上海霍克太平洋的合作主要面对华东、华南市场，公司下一步的重点是在华北市场也有类似的规划和投入，具体计划仍在制定中。随着公务机市场的发展和政策支持、民间资本的进入，市场成熟度会越来越高。
《私人飞机》:今后有更多的公务机客户选择跨境飞行，豪客比奇如何保障在全球范围内的维护？
豪客比奇：公司在全球有100多家ASC支持维护体系，只要客户飞机停靠城市有ASC的网络，就可以为其提供应有的维护服务。
《私人飞机》：豪客比奇如何看待国内客户需求的变化？
豪客比奇：中国客户对公务机的选择更趋理性化、成熟化。公务机的购买需求一般是看客户75%的出行目的需求是什么，如果75%的飞行主要在国内，应该购买适合这种航程的飞机，而经常进行国际飞行的客户则应选择远程公务机。
对公务机用户来说，售后服务极为重要，是他们选购飞机时考虑的关键因素之一，公司将继续加大对中国的投入和售后支持力度，但目前公务航空市场环节的不完善良也对厂商的维护中心的建设产生了一定影响。
U-Jet: What are Hawker Beechcraft’s strengths in post-sale services?
HB: In November last year, HB authorized Hawker Pacific Business Aviation Services Centre as its ASC in China. It is located at Hongqiao Airport of Shanghai. Hawker Pacific offers aircraft maintenance, interior layout change, post-sale support, engine maintenance, repair and overhaul, and avionics components and services.
HB has been stepping up its investment in China. Apart from the ASC in Shanghai, HB has another one in Hong Kong, in addition to its sales and technical support offices in Beijing, Shanghai and Hong Kong. It also has aviation materials centers in Beijing and Hong Kong.
HB has a technical engineer in Shanghai and Beijing each and has added 3 more this year, showing our focus on post-sale services. Aviation materials centers can replace components immediately, saving time and improving efficiency for clients.
U-Jet: HB completed the first maintenance assignment in January at its Shanghai ASC. How has the client benefited from it?
HB: The HB 4000 is operated by Jinlu Business Jets. The maintenance lasted for 10 days, covering more than 30 tasks, including a scheduled check at 12-month interval, troubleshooting and other services. The aircraft was returned to the client on time, and it has completed its first flight since. HB 4000 is the most advanced super-midsize jet in the world, and the first all-composite-body aircraft.
In the past, HB 4000 was maintained in Hong Kong or Singapore. Now in Shanghai, 3-5 days can be saved, as well as costs on positioning flight, fuel, tariffs and labor.
U-Jet: How is HB planning for post-sale maintenance in future?
HB: HB-Hawer Pacific partnership serves the east and south markets. The next step is to have similar facilities in the north. The plan is still being worked on. As corporate aviation develops, governments offer policy support and private capital joins in, the market will get more mature.
U-Jet: More corporate jet users will fly cross borders in future. How will HB guarantee maintenance worldwide?
HB: HB has more than 100 ASCs worldwide. As long as clients stop in cities with our ASCs, they have access to our maintenance services.
U-Jet: How does HB see the changes to domestic clients?
HB: Chinese clients are getting more rational and sophisticated. Clients need to ask: on 75% of occasions, where they are flying? If 75% of destinations are in China, they should consider aircrafts of compatible range. Those who fly international routes regularly naturally should choose long-distance jets.
For business aviation clients, post-sale services are extremely important. This is a key consideration when clients choose aircrafts to buy. HB will step up investment and post-sale services in China. But today, business aviation is still not very developed, putting constraints on our establishment of service centers.