Jason Goeken is VP, Customer Accounts & Delivery, with Textron Aviation. The Textron Aviation family of aircraft includes the Cessna Citation line, which is a pillar of the AirSprint fleet.
Goeken oversees the aircraft delivery teams for Textron Aviation and is uniquely positioned to shed light on the order and delivery process from the OEM perspective.
Q: How would you sum up today’s market trends?
Jason Goeken: The demand has grown post-COVID. From the pre-owned side, there has been very little availability. It has been unprecedentedly low. When that happens, demand increases on the new side. We’ve seen an uptick across all models and time to delivery is based on how much availability we have. We are operating in a larger backlog environment, which allows the customer more time to decide how they want their aircraft configured—such as adding specific equipment, making changes to the interior finishes and material selections, and/or adding custom stripes.
Q: Tell us about the role you play in assisting AirSprint with bringing on a new Cessna Citation.
JG: Our sales director is tied in with James Elian and they work on the timing for the new aircraft. The sales director then works with my team to identify the appropriate aircraft for that time frame, when they want the aircraft to enter into service, along with any differences in equipment specifications this time around. We look at our schedules to find a serial number that fits that timeline, and then we enter the specifications into our system. When the contract is signed, we assign a Customer Account Manager (CAM) and they keep James and the AirSprint team posted on milestone events, such as selecting special equipment, interior configuration or finishes, and paint. We also provide build updates along the way. AirSprint has taken delivery of over 20 aircraft from us and we have a great understanding of their needs.
Q: What happens on delivery day?
JG: AirSprint sends a team to Wichita, Kansas, and they are greeted by a Textron Aviation delivery team to support them, led by the CAM, Aircraft Delivery Manager (ADM) and Delivery Coordinator (DC). Upon arrival, the aircraft is staged in the delivery hangar. The ADM then assists AirSprint with the ground review and acceptance flight of the aircraft, while also reviewing the interior furnishings and cabinetry. Once the reviews are complete, the ADM works to address any discrepancies identified and presents the aircraft back to AirSprint for final review and acceptance. The DC presents the aircraft’s loose equipment and subscription information to ensure the equipment is activated in AirSprint’s accounts. The CAM continues to support the AirSprint team during the delivery process with any other questions that arise. The CAM will also initiate the Export Certificate of Airworthiness as well as coordinate and finalize the delivery documentation to allow the AirSprint team to take possession of the aircraft and clear customs in Wichita, as they make their ferry arrangements for the trip into Canada.
Q: How does Textron assist with importation into Canada?
JG: We will work with our certification team to provide the documents and letters that AirSprint must present to Transport Canada to get the aircraft on the Canadian registry. The full delivery process can take anywhere from two to five days, depending on any discrepancies, documentation and weather.
Q: How do you continue to support the jet after it is delivered?
JG: Our customer support team, Team CJ, supports the aircraft after entry into service. AirSprint also has a dedicated Field Service Representative.
Q: What is different, from an OEM perspective, about working with an operator like AirSprint versus an individual buyer?
JG: For starters, they know exactly what they want. They come in just as prepared as we are for them, and they know what they need and where they need it. We’ve established a relationship with them over the years; they have high expectations and we want to exceed them. Whereas, sometimes a concept customer or repeat individual customer can present variables throughout the purchase, specification and delivery process, which can make the experience more complex.