For Henderson Jet Services, a key supplier of aftermarket business jet components to operators, MROs, and other parts brokers, maintaining a robust inventory and ensuring prompt component availability is crucial. However, navigating the complexities of aircraft component repairs, especially with OEMs (Original Equipment Manufacturers), can be a significant challenge. This is precisely why Henderson Jet relies on Duncan Aviation Component Services and its AOS (Avionics Outside Services) program. The AOS program simplifies and expedites these repairs by acting as a dedicated liaison, managing the entire process with the OEM or other qualified repair vendors. This service, available to all Duncan Aviation customers, provides expert navigation of OEM channels, consistent communication, cost control through advocacy, and ultimately, peace of mind, allowing customers to focus on their core business while ensuring their components receive high-quality, timely attention.
Henderson Jet, a long-time Duncan Aviation customer, has consistently experienced the profound value of the AOS program. Grant Cornett, MRO / Logistics Manager at Henderson Jet Services, emphasizes that what truly sets Duncan Aviation Component Services apart is the sense of partnership.
“It doesn’t feel transactional—it feels like Duncan Aviation is part of our extended team,” Grant states. His Customer Account Representative, Heather Bogenreif, proactively communicates with him, providing timely repair quotes and fostering a relationship built on trust and shared goals.
Henderson Jet frequently sends brake control units and regulating valves to Duncan Aviation for repair management with OEMs. These are typically time-sensitive, high-value units where navigating the complex and lengthy processes of an OEM can be difficult without Heather’s dedicated support. Her familiarity with internal OEM contacts often yields quicker results than Grant could achieve on his own. She can frequently help reduce or avoid unnecessary charges through her advocacy and technical review.
Grant is consistently impressed by Heather’s communication and responsiveness. “Heather is a great Customer Account Rep. She keeps us informed on repair status and provides timely updates. And any questions are answered thoroughly and quickly. The customer service from Heather and many others at Duncan Aviation is something we truly value.”
The true impact of the AOS program is often seen in challenging situations. Grant recalls an instance involving a brake control unit sent to an OEM for evaluation. The turnaround time was repeatedly extended without clear communication, leaving Henderson Jet in a difficult position with its client.
Heather stepped in and, within a couple of days, was able to clarify the reason for the delay and push for a more realistic timeline. While not an AOG situation, Grant notes that it “could have easily led to unnecessary downtime if not handled proactively.” Duncan Aviation’s AOS support in this instance helped Henderson Jet maintain its schedule and credibility with its customer.
Beyond the specific instances and components, Grant says the accountability and advocacy provided by Heather and others on the Duncan Aviation Component Repair team are rare in the industry. This level of customer service and support makes a significant difference both operationally and in terms of reputation for Henderson Jet Services.
Grant says that is precisely why Henderson Jet continues to choose Duncan Aviation for component repairs. “Their ability to handle urgent situations with professionalism and speed is a huge asset to our operations. We value their partnership.”
Duncan Aviation’s AOS program serves as a vital bridge for aircraft operators and other parts brokers, transforming potentially complex and time-consuming interactions into seamless and efficient processes. This dedication to partnership, exceptional customer service, and proactive problem-solving truly sets us apart in the aviation industry.