Hamilton Sundstrand Launches Global Customer Response Center

FARNBOROUGH, England, July 19 /PRNewswire-FirstCall/ — FARNBOROUGH AIR SHOW — Hamilton Sundstrand, a subsidiary of United Technologies (NYSE: UTX), has begun construction of a new Customer Response Center at its Windsor Locks, Conn., facility – an innovative central contact point designed to respond to customer inquiries and collect data necessary to coordinate response efforts across Hamilton Sundstrand’s functions.

“Hamilton Sundstrand’s new Customer Response Center will serve as a key differentiator in the marketplace by providing a single data collection point to coordinate issue resolution efforts across all Hamilton Sundstrand’s businesses, platforms and facilities, which is necessary given our product and service offerings’ complexity,” said Matthew Bromberg, Hamilton Sundstrand Customer Service vice president and general manager. “Our ultimate goal is to keep our customer’s aircraft in the air.”

Work began in May to construct the Customer Response Center, which will be staffed by engineers 24 hours a day, 365 days a year, to help keep customer aircraft flying by addressing customer technical issues and aircraft spare part orders. The center will feature new software to manage customer inquiries and create a master database allowing Hamilton Sundstrand’s businesses to coordinate their efforts in addressing and resolving customer issues as quickly as possible.

“Over the last decade, Hamilton Sundstrand’s global customer base and diverse product portfolio have grown tremendously,” Bromberg said. “At the same time, Hamilton Sundstrand’s network of engineering, manufacturing and repair facilities has become more complex, customer expectations are always increasing, and airline maintenance strategies continue to evolve with total support programs and multi-party partnerships.”

Construction on the new 2,720 square-foot Customer Response Center is expected to be completed in the fourth quarter of 2010. While the new Customer Response Center is under construction, the operation is temporarily located at an alternate location on Hamilton Sundstrand’s Windsor Locks, Conn., campus.

With 2009 revenues of $5.6 billion, Hamilton Sundstrand is headquartered in Windsor Locks, Conn. Among the world’s largest suppliers of technologically advanced aerospace and industrial products, the company designs, manufactures and services aerospace systems and provides integrated system solutions for commercial, regional, corporate and military aircraft. It also is a major supplier for international space programs.

United Technologies Corp., based in Hartford, Conn., is a diversified company that provides high-technology products and services to the aerospace and building industries.

Boeing defense sees moderate revenue growth rates in 2011

England (Reuters) – Boeing Co’s defense business expects a return to moderate growth rates in revenues next year after relatively flat revenues in 2010, Dennis Muilenburg, president of Boeing Co’s defense business, told reporters on Sunday.

Muilenburg, speaking on the eve of the Farnborough air show, said the company was focused on growth in core areas through international sales, as well as expansion in adjacent markets like unmanned vehicles, communications and cybersecurity to help offset declines linked to cancellation of several big Boeing programs by the Pentagon last year.

He said Boeing’s goal was to expand international sales to comprise about 25 percent of defense revenues, up from 16 percent. He said the company still expected to maintain a 50-50 split of commercial and military revenues overall.

Mark Kronenberg, vice president of international business development, said Boeing expected to sell about 30 more C-17 cargo planes overseas in the next five years, including 10 to India that were already announced and 20 to other customers.

Boeing officials said they supported the Pentagon’s drive to lower overhead costs in weapons programs, but Chris Raymond, vice president for business development, said Boeing was concerned about declining Pentagon investment in research and development programs, the seed money for future weapons programs.

For now, Boeing and other companies were funding research on their own, but at some point that would no longer be sustainable, Raymond said.

Sikorsky sees big orders over next 12-18 months

England (Reuters) – Sikorsky Aircraft, a unit of United Technologies Corp (UTX.N), expects a significant first order this week from a Middle Eastern country for the international version of its Black Hawk helicopter.

Sikorsky President Jeff Pino declined to name the Middle Eastern customer ahead of a news conference this week at the Farnborough air show, but said the same country was also buying the company’s S-76D medium-twin helicopter.

While there was less “aggressiveness” in international military orders at the moment and a malaise in the commercial market, Pino said Sikorsky was still preparing bids for many foreign competitions.

“There’s a lot going on,” Pino told Reuters in an interview ahead of the air show, saying the company was looking forward to big orders in the next 12 to 18 months. He said orders could come from the Middle East, Europe and Latin America.

Sikorsky is due to deliver the first S-92 maritime helicopter to Canada by November, a helicopter that was delayed by several years but which is starting to attract international interest as well, Pino said.

Pino said Sikorsky was winning about 60 to 70 percent of the competitions it qualified for and was well-positioned with its Black Hawk and Sea Hawk models in particular.

President Barack Obama in January told Congress about a package of arms sales to Taiwan valued at up to $6.4 billion, including 60 UH-60M Black Hawk helicopters, and Sikorsky also won a Swedish competition for 15 helicopters.

VERY VALID

Closer to home, Sikorsky plans to compete in three separate U.S. military competitions — a new presidential helicopter program valued at under $7 billion, an Air Force rescue helicopter program that could generate up to $3 billion in orders and an armed helicopter for the U.S. Army that could generate up to $8 billion in orders.

Sikorsky has teamed with Lockheed Martin Corp (LMT.N) to bid for the presidential helicopter and Air Force programs, a teaming arrangement that Pino said felt very “natural,” given long years of the long collaboration on the H-60 helicopters.

Pino acknowledged pressure on the Pentagon to rein in defense spending and said there was some concern that the new start programs could be delayed to save money.

But he said all three helicopter programs looked like very valid requirements, given the age of the aircraft they will replace, which should ensure the programs stayed on track.

“We just want to make sure that the pendulum doesn’t go too far,” he said. “We want to make sure there’s a natural pace.”

Pino said Sikorksy’s CH-53K, a new helicopter built for the Marine Corps, was expected to face a critical design review next week after some initial technical problems, and the first aircraft should be flying in 18 to 24 months.

U.S. defense contractors were clearly facing more scrutiny than ever before, but Sikorsky was executing well on most of its programs, he said.

“It’s clear they want better performance. It’s clear they want lower cost and it’s clear that that’s how they’re going to judge and evaluate contractors,” he said.

(Reporting by Andrea Shalal-Esa; Editing by David Holmes)