In the highly specialized field of aviation maintenance, transferring tribal knowledge from experienced technicians to younger ones is crucial. At Duncan Aviation, this practice maintains a higher standard of quality and instills customer confidence. Our culture of teaching and learning, spearheaded by seasoned aviation Tech Reps, ensures that expertise gets passed down effectively, creating a robust and knowledgeable workforce.
Tech Reps at Duncan Aviation, like Jim Overhuel, are pivotal to our success. According to Austin Chambers, Senior Airframe Service Sales Rep in Battle Creek, Michigan, Jim is one of his top selling points for Gulfstream customers. “My customers know him, trust him, and want to see him when they come for maintenance.”
Duncan Aviation has a total of 43 Tech Reps. Among them, some, like Jim, specialize in Challenger, Citation, Embraer, Falcon, Global, Gulfstream, Hawker, or Learjet models, while others are experts in accessories, avionics, components, fabrications, instruments, interiors, engines, NDT, paint, or structures.
These experts regularly gather technicians to discuss technical and troubleshooting aspects of ongoing projects, often using aircraft schematics for detailed explanations. This hands-on, face-to-face interaction happens every day, fostering a culture of continuous learning.
Shawn Andrews, Battle Creek Airframe Manager, stresses the importance of these interactions, noting that Duncan Aviation Tech Reps possess decades of knowledge and experience they are committed to passing on to the next generation of technicians. This transfer of knowledge is not just about maintaining standards but also about preventing mistakes before they happen. “No one wants to hear what they did wrong,” says Shawn. “Our Tech Reps get in front of that and teach good maintenance practices to prevent the wrong from happening.”
The expertise of Duncan Aviation Tech Reps distinguishes us from competitors and is crucial in building customer trust. “In- house customers witness our investment in our teams through this daily training,” says Shawn. “That enhances their confidence in our quality of service. And when OEMs (Original Equipment Manufacturers) also contact your Tech Reps for advice, you know you have something special.”
Laura Scanlan, Maintenance Director at EJM, attests to the importance of Tech Reps, especially as the technical workforce ages and retires. She frequently relies on experts like Jim for maintenance issues, appreciating his experience and knowledge. Laura says seeing familiar faces and consistent expertise at Duncan Aviation assures her that the aircraft are in capable hands.
Our Tech Reps are committed to continuous learning and improvement, which is evident in their proactive steps to stay current with the latest technologies and industry developments. They spend a considerable amount of time researching new technologies,
Airworthiness Directives, Service Bulletins, and Service Letters released by OEMs. This dedication ensures that they remain at the forefront of the industry, providing top-notch service to customers.
Tech Reps also contribute to the broader aviation community by participating in industry advisory boards, technical committees, and OEM Maintenance Review Boards. Their feedback often leads to the creation of new Service Bulletins and other procedures that enhance aircraft maintainability and reliability.
Mentorship is a vital component of a Tech Rep’s role. Chuck Zahnow, Citation Airframe Tech Rep in Battle Creek, leads training classes and works side-by-side with technicians in the hangar. Todd Shriner, Bombardier Tech Rep in Lincoln, Nebraska, conducts classroom training on basic maintenance practices for new technicians. And many others are deeply involved in the development of younger technicians. Their goal is to advance the collective knowledge of the entire Duncan Aviation team, ensuring that we remain a leader in the industry.
As a valuable resource to other technicians, customers, and OEMs, our Tech Reps instill confidence and trust in an industry where precision and reliability are paramount.