Robinson Helicopter Company has appointed Randall Schaffer as vice president of customer success. In this new role, Schaffer will oversee all customer service initiatives, focusing on enhancing the overall experience for Robinson helicopter owners and operators through customer support, repair and overhaul teams, and more.

With more than 20 years in the aerospace and aviation industry and a pilot himself, Schaffer brings a wealth of experience in customer service, maintenance and operations. His proven track record of launching customer portals and record-breaking sales will be instrumental in driving improvements at Robinson Helicopter's service centres worldwide through new programmes and ensuring that customers receive exceptional support that keeps them flying.

Schaffer's programmes and initiatives will ensure customers spend more time in the air completing missions. Key areas of focus include improving the speed and accuracy of spare and kit order fulfilment, increasing the number of factory overhauls while reducing lead times and expanding pilot and maintenance training globally. Additionally, Schaffer will lead efforts in revamping Robinson Helicopter's warranty and core exchange programme and implementing fleet data and analysis tracking for all Robinson aircraft.

“Bringing in Randall Schaffer is pivotal in enhancing Robinson's customer relationships and our commitment to unmatched service,” says president and CEO David Smith. “As we expand our executive team, we look forward to the fresh perspectives and innovative strategies he will bring that will shape the future of our company.”

Before joining Robinson Helicopter, Schaffer led all of MD Helicopters' product lines to support planning in both commercial and military markets as the director of aftermarket development and customer engagement. After almost eight years there, he became the aftermarket services manager at Parker Aerospace, serving as the primary contact for Advanced Atomization Technologies, a 50/50 joint venture between Parker Aerospace and GE Aviation, and Parker's gas turbine aftermarket products and services including product repairs, contracts and pricing.

“I look forward to working closely with our customers to ensure they receive the highest level of service and support, enhancing their experience from the first interaction to every flight thereafter,” Schaffer says. “By implementing new programmes and strengthening our communication channels, our team can continue to anticipate and exceed the needs of our diverse, global customer base, no matter where they are in the world.”