Page 31 - Volume 11 Number 5

Technically...
From Communiqué # ME-TP-002: Multi-Engine Turboprop Communiqué
Issued: March 2017
ATA 00 - Contacting Technical Support
Textron Aviation Technical Support is here to provide technical assistance to owner/operators either by phone or email and sometimes even in person. In order for Technical Support to do this job effectively and accurately, some basic information will be required before the issue is brought to the Technical Representative (Tech Rep). When contacting Technical Support, please ALWAYS include the following:
● Airplane’s serial number
● A detailed description of the issue
● Pictures
● Dimensions, if applicable
● When troubleshooting, tell us what you have already done
● If you have already contacted us and reached another technical representative, let us know their name, this includes any field representative
● Where you are calling/writing from
● If the call is related to an STC or kit
A wealth of information can be provided to the Tech Rep by first providing the serial number of the airplane. The serial number tells the model of the King Air that is in work. Providing the serial number allows the Tech Rep to determine whether the King Air is a 1966 or 2017 model. This will confirm what engines, avionics, propellers, and landing gear (mechanical or hydraulic) systems are installed on the airplane. Knowing the serial number as soon as the conversation begins, the Tech Rep can start reaching for the correct Maintenance Manual, Illustrated Parts Catalog, etc.
A detailed description of the issue prevents the Tech Rep from requiring going back to the customer with more questions regarding the issue. This is crucial in areas where there is a substantial time difference as it may take a 24-hour cycle to complete the conversation.
MAY 2017
Be sure to provide, in detail, all work that has already been completed to prevent duplicating the repair efforts. If the issue is already in work with another Tech Rep, let us know so we do not have to start all over again.
Supplying the area where the airplane is being serviced will allow the Tech Rep to contact the nearest Field Rep and/or the closest Service Facility to aid in resolving the issue.
Tech Reps are unable to assist with STCs installed by third parties due to the lack of technical data required to provide accurate support. Please contact the STC holder and/or installer for assistance. Tech Reps can, however, assist with kits developed by Textron Aviation. Be sure to have the kit number ready for quicker response time.
RECENT SERVICE BULLETINS,
ADVISORY DIRECTIVES AND SAFETY
COMMUNICATIONS
KING AIR MAGAZINE • 29