Welcome to "Beyond MRO," where we explore the latest trends and topics in the aviation and maintenance, repair, and overhaul (MRO) industry. I'm your host, Michelle Dawn Mooney, and today, we're diving deep into the world of customer service in aviation. Joining us is Alyssa Thorne, Business Development Manager at FEAM Aero, an expert in aviation with 17 years of experience. We'll be uncovering why exceptional customer service is crucial in the aviation and MRO sector and how it's at the core of FEAM Aero's success.

Main Discussion Points:

• The unique challenges of providing top-notch customer service in the fast-paced aviation industry.
• The role of empathy and understanding in fostering customer satisfaction and loyalty.
• Strategies and initiatives employed by FEAM Aero to enhance the customer service skills of its workforce.

Guest Bio:

Alyssa Thorne brings over a decade of aviation experience to the table. With a background in sales, she has worked across various sectors of the aviation industry, from OEMs to overhaul shops and MROs. Her diverse experience provides valuable insights into the industry's evolving landscape.

In this episode of Beyond MRO, we explore the critical importance of safety in aviation with a focus on the safety department at FEAM Aero. Safety is not merely a part of aviation maintenance and operations; it's a core value ingrained in every aspect of the industry. Joining us are two outstanding guests, Alison McHugh, Vice President of Safety & Quality, and Priyanka Thaddaeus-Conner, Safety Manager, both from FEAM Aero.

Alison and Priyanka shed light on how FEAM Aero prioritizes safety by integrating it into every aspect of their operations, promoting a proactive approach through their Safety Management System (SMS). The discussion delves into the evolution of safety practices and how human factors play a role in aviation incidents. They also share a real-life case study on how employee engagement led to the adoption of innovative safety equipment, reducing head injuries significantly.

Main Points of Conversation:

• FEAM Aero's Safety Prioritization: Discover how FEAM Aero ingrains safety as a core value, adopting a proactive approach to ensure every aspect of their operations aligns with stringent safety protocols.
• Evolving Safety Landscape: Uncover the advancements in technology and human factors integration driving a systemic shift from reactive to predictive safety management.
• Future of Aviation Safety: Explore emerging trends and technologies that promise to revolutionize aviation safety, including artificial intelligence, machine learning, augmented reality, and virtual reality.

Guest Bios:

Alison McHugh: As the Vice President of Safety & Quality at FEAM Aero, Alison brings extensive expertise in aviation safety and management. She holds a master's degree in aviation safety and has played pivotal roles in regulatory compliance and safety management throughout her career.

Priyanka Thaddaeus-Conner: With a bachelor's degree in aerospace engineering and a postgraduate degree in aviation safety science, Priyanka serves as the Safety Manager at FEAM Aero. Her commitment to employee engagement and proactive risk assessment has led to significant safety improvements.

Welcome to Beyond MRO, the podcast that uncovers the latest trends in aircraft maintenance, repair, and operations. In this episode, our host Michelle Dawn Mooney engages in an insightful conversation with Christy Harris, Director of Talent Acquisition, and Ruben Ramos, Talent Acquisition Recruiter from FEAM Aero. Together, they discuss the dynamic world of talent acquisition and recruiting, shedding light on the strategies that make FEAM Aero a standout company in the aviation industry.

Main Points of Conversation:

• Christy Harris and Ruben Ramos share their personal journeys in the aviation industry, shaped by their military backgrounds.
• The growth and development of the recruitment team at FEAM Aero, expanding rapidly to meet the demands of a global leader in aircraft line maintenance.
• The significance of school visits, job fairs, and other aviation events in attracting and finding new talent, as well as building meaningful relationships with educational institutions.
• Overcoming the challenges posed by the shortage of skilled technicians in the aviation industry through industry partnerships and initiatives.
• FEAM Aero's commitment to enhancing the recruitment process, including the establishment of an A&P school, sign-on bonuses, relocation assistance, and comprehensive training programs.
• The unique aspects of working at FEAM Aero, including a supportive family-like environment, opportunities for internal movement and upward mobility, and attractive benefits packages.

Guest Bios:

Christy Harris is the Director of Talent Acquisition at FEAM Aero. With a lifelong passion for aviation and a military background, she brings extensive experience and a commitment to helping individuals advance their careers in the industry.

Ruben Ramos, a Talent Acquisition Recruiter at FEAM Aero, shares a deep fascination with aviation. With a diverse background, including military service and expertise in aviation safety, Ruben is dedicated to promoting the opportunities and growth potential at FEAM Aero.

To Learn More About Careers at FEAM.

The aerospace industry has been in recovery mode since the end of the global pandemic. Domestic and international travel are rising, but challenges remain from supply chain disruptions, digital transformation, obtaining a skilled workforce, and future air mobility considerations of AAM and EVTOL.

To keep ahead of these challenges, one area of critical importance in the aerospace industry is the need for major repair and recovery services, where achieving optimal results should be the baseline goal. What separates major repair and recovery from standard AOG (aircraft on the ground) repairs?

Beyond MRO host Michelle Dawn Mooney checked in with FEAM Aero’s Director of Operations, Lindsey Gamell, and Vice President of Major Repair and Recovery, Michael Turpin, to learn more about aerospace major repair and recovery, what it entails, and how those optimal results get achieved.

Mooney, Gamell, and Turpin cover the following on the podcast:

• Differentiating AOG repairs from major repair and recovery ones
• Why major repair and recovery is so essential to the aerospace industry, and why FEAM Aero chose to invest heavily in this area
• Examples of recent FEAM Aero successful major repair and recovery efforts
• The personal satisfaction of working on major repair and recovery efforts.

“If you think about the sheer magnitude of the repairs,” Turpin said of the scope of several recent projects. “Two months on both of those aircraft and four weeks on the other. The allotment of headcount, allotment of the tooling, just bringing that all together, and all three of them go down successfully, I would call it one of my larger milestones.”

About Lindsey

Lindsey Gamell is a talented and experienced business leader and manager passionate about aviation, fully understands the rules and regulations surrounding FAA compliance, and creates and enforces policies and procedures.

Gamell effectively manages teams, production, maintenance work orders, supply, and inventory, ensuring customer satisfaction and support. She builds sustaining relationships with customers, coworkers, senior management, and stakeholders to enhance organizational strategy. Gamell received her B.S. in aviation security from Embry-Riddle Aeronautical University.

About Michael

Michael Turpin has twenty-five-plus years in the Aerospace industry. He studied aviation safety and aircraft accident investigation at the University of Southern California. He is a licensed airframe & powerplant mechanic, an FAA-certified commercial helicopter pilot, and a U.S. Navy veteran.

The need for well-trained aviation technicians becomes increasingly crucial as the aviation industry continues to grow and evolve. However, training new technicians comes with several challenges, from a shortage of skilled trainers to a lack of hands-on training opportunities. The shortage of skilled technicians is a significant challenge that needs to be addressed by the industry. 

What methods can be employed in tackling the workforce issue in the aviation industry? Will these methods meet the workforce requirement in the coming years? 

On today’s episode of the Beyond MRO podcast presented by FEAM, host Michelle Dawn Mooney speaks with Cam Murphy, the President of FEAM Aero, and Josh Rawlins, the COO of Epic Flight Academy, about collaboration between the two organizations to build an aviation training school for new technicians.  

The three discussed: 

• The collaboration between FEAM Aero and Epic Flight Academy  
• The impact of the school on students, the community, and the aviation industry 
• Expectations about the future of the aviation workforce 

“The collaboration marks a new era for training aviation technicians. The proposed school will provide the students with enough equipment and aircraft to facilitate training. The students will have access to FEAM Aero, allowing a natural progression from classroom to industry practice. Without real-life experience, students may find it challenging to translate knowledge into practice properly,” explained Rawlins. 

“More partnerships within the industry might be a great way to tackle the low workforce issue. This school is a great opportunity for students and the aviation industry. No AI is taking the role of an aviation technician, so job security is guaranteed. We hope high school kids can take courses at the school. One advantage of the school is that students get to work with real aircraft,” said Murphy. 

Cam Murphy is the President of FEAM Aero. He received a Bachelor’s degree in Sociology and Business from Texas Christian University and a Master of Business Administration (M.B.A), in Aerospace & Defense at the University of Tennessee, Knoxville. Murphy has worked with FEAM Aero since 2019. 

Josh Rawlins is the COO of Epic Flight Academy. He started in the aviation industry about 20 years ago. Rawlins started as an apprentice when the academy had about 10 employees, became director of maintenance, vice-president, and ultimately COO of the flight academy.