24/7 Support: We've Been in Your Shoes

We've been there, we've been in your shoes, and at Bell, not just product support, but Bell as a whole, we have your back.

My name is Mike Emblin. I'm a product support engineer for Bell. A product support engineer is basically—we're tech support for the OEM.

It's rarely a one-man show. We are troubleshooting something with a customer. We can all hear each other talk, and we can often jump in and help our colleagues out. That really helps because we have different backgrounds, different knowledge altogether, and it's really rare that all of us together will not be able to solve a customer's problem.

So as a team, [that] is really the strength of product support engineering. The Bell field reps, the customer service engineers, they are very much boots on the ground. They're going customer to customer in their car, on the road. They often call product support engineering via Teams message, via cell phone, or even on text-based apps.

When I get a call from a colleague, Bell CSE, it usually reaches the top of the list. They have a Bell customer with a problem, and they've run out of resources, so now they're calling us. So I put everything aside. What does this guy need? What does this girl need?

Bell is different because even though it is a large OEM, we are still very relatable person to person. We take everybody's case seriously, whether you have one aircraft or a whole fleet.

As a product support engineer or as tech support, we treat everybody the same, and I think Bell does a good job of making you feel part of the Bell family.

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