The Experts Corner
Exclusive interview with Marc Dusseau, Jet Aviation’s Key Account Director
Marc Dusseau started activities more than 20 years ago. Since 2017, he is appointed as Key Account Director for Jet Aviation customers located in France, Switzerland, Italy and Northern/Center/Western Africa. His main role is to support and coordinate VIP Operational needs within Jet Aviation Global Network for FBO, MRO services including Modifications & Upgrades.
Marc Dusseau started activities more than 20 years ago. Since 2017, he is appointed as Key Account Director for Jet Aviation customers located in France, Switzerland, Italy and Northern/Center/Western Africa. His main role is to support and coordinate VIP Operational needs within Jet Aviation Global Network for FBO, MRO services including Modifications & Upgrades.
What has this year meant for your business ?
Like many other companies, COVID-19 travel restrictions, flight bans and negative economic trends have significantly disrupted our business. We undertook a number of steps to help mitigate the impact, while ensuring the health and safety of our employees, customers, visitors to our sites worldwide, and their families, at all times.
Given the dynamic nature of coronavirus, we put regional business continuity plans in place to ensure we were able to act quickly and effectively and do all that we can to meet our customer commitments. All of our global sites remain operational while our teams adopt the various government guidance and travel restrictions.
Our teams in EMEA and globally have done everything we can to support our customers during these extraordinary times. We are all very passionate about what we do, and I am proud of the way we have supported each other.
How do you see "tomorrow’s market" ?
COVID-19 has caused significant disruption worldwide regardless of industry. All of us have been impacted by the pandemic in one way or another.
The downstream effects of coronavirus on the global economy will be significant and that any recovery will be slow and protracted. We are cautiously optimistic that we will see some of this recovery in 2021 and beyond.
What is your favorite part of your job?
For me, it is the opportunity to make customer’s dreams come true. From the right service, to product or technology – I will do everything to find the right solution in the market today. Customer satisfaction is a great achievement.
What is your background? Have you always been in your current industry or have you changed throughout your career?
I was lucky to have an uncle very passionate about aviation and I enjoyed listening to him at family dinners. I remember when I was 15 years old, he used to say “I started drafting the Concorde and ended my career at the Head of the Airbus Customer support!”. That was the time of my injection! ;-)
I then studied Aeronautics, worked in various sectors including Structural Engineering, Mechanics, and then Customer Support and Sales in MRO. It has been 23 years already!
What is one particular memory or moment in your career or personal life that will stay with you forever?
I remember a time at my former job with an OEM. I had recently joined the AOG Team when I received a call in middle of the night from a very important fleet customer asking for AOG assistance on one of their recent aircraft hit by a ground truck in Bangladesh. This high-level customer called in person to advise that that AOG team is expected on-site within 24h and may condition the deal for new aircrafts to be added their fleet. After a couple of stressful hours, I ended up flying to Dhaka myself, 5 hours after the call. The AOG team and the spare parts followed 2 days later, and the aircraft was fixed in 3 days (during heavy rain!). It was a very tense but exciting project, which strengthened our relationship with the customer, built more trust and supported our fleet renewal progress.
What has been the biggest challenge you have faced in your current position?
Many of my customers require very strict contract protocols and procedures. During this sudden lock down, our customers wanted to minimize the risk that their aircraft would be grounded due to potential contract delays or complications. They also wanted to keep their technical staff and crew safe and limit any slowdown from the various stakeholders involved. This was very challenging as many of the rules and restrictions were changing regularly, and beyond my control.
Do you have a particular habit or routine before an important meeting or day?
Luckily, I’m not a big sleeper! But I do enjoy taking time for an early and long coffee while looking at our company social media channels, notably LinkedIn. It is very important for me to stay on top of the overhaul market with news from all of our partners.
Do you attack the hard things first and save easy ones for later, or get the easy ones done at the beginning in order to focus on more difficult tasks?
Well it’s the customers that set the priorities for me, regardless of the complexity of the task! I do like to be efficient and having good customer knowledge helps me adapt and find the best way for a ‘quick-fix’ solution or support.
What do you do in your free time?
Running is my favorite activity and it is easy to keep up –lunch time or early morning, anywhere and everywhere and I am quickly set. I also enjoy watching action movies!
Is there a particular activity that you do to cleanse your mind?
More running! I often feel the need for a run when I need to clear my mind. It also helps me to think and brainstorm!
What’s the best book you’ve read recently and why?
I am not a big reader but one book collection that I enjoyed the most was from Jean-Pierre Otelli, an ex-French AirForce pilot and retired Chief pilot airline. He had the aircraft records from well-known incidents (CVR’s and FDR’s) and shared the development of the investigations from BEA or NTSB.
Do you listen to music when working or do you prefer silence? Which kind of music allows you to best focus?
I usually prefer silence but rarely have such an opportunity! I’m used to working in any environment and can easily adapt.
Did you have an important mentor that helped shape who you are today (professionally/ personally)?
For me, the guidance and learning has come from many different individuals and their various attitudes, behaviors, and cultures. All of this inspires me. My former Jet Aviation General manager, Mr Elie Zelouf, is truly one of a kind. He is such a humble gentleman who has gained the trust and respect of both our customers and colleagues over the many years.
What’s one thing you cannot leave the house without?
My phone (charged !) ;-)
If you could eat just one food for the rest of your life what would it be?
Chocolate
What is your favorite season and why?
As I grew up in the South of France, spring is my favorite. I like being outside, watching the early sunrise and enjoying plenty of daylight.
What’s number one on your “Bucket List”?
To complete the swimming pool I am building myself! This is a project I decided to start during lockdown this summer!
If you could tele transport yourself right now to one place in the world, where would be it?
To Morocco, with my parents to explore some places they haven’t seen for more than 50 years. Like the Atlas Mountains, or fishing with my father at Essaouira. Today, during lockdown, I realize and regret that I never took the opportunity to go with them. I always went to Morocco for business.
What’s one thing that most people don’t know about you?
I can be very nostalgic when listening to old songs, looking at old pictures or visiting places from my past.