The Duncan Download Blog: Business Aviation Advice & Observations

 

Every chance he gets, Todd Duncan attends new employee orientations to talk to the latest Duncan Aviation team members. He impresses upon them the importance of maintaining open and honest communication at all levels.

I recently mentioned at new team member orientation that communication throughout Duncan Aviation is crucial. It’s vital to our remaining a company that maintains high safety standards for team members and customers alike and where customer satisfaction is paramount, and it’s also vital to remaining a cohesive company with one culture and a shared mission regardless of location.

When I first joined the Duncan Aviation Accessories, Avionics & Satellites team in the early '90s, the Satellite Avionics shops were not well integrated into the company. They were more a series of standalone shops sporting our logo. Although they shared our business values and ethics, support in terms of consistent pricing, policies, and technical assistance hadn’t been established.

That all changed when Aaron Hilkemann, Duncan Aviation President, made open communication a priority. Today, an integrated Duncan Aviation is something we are very proud of.

No matter if a customer interacts with an Engine Rapid Response team, a Satellite Avionics shop, a Regional Manager on a different continent, or a member of a team in Battle Creek, Michigan; Lincoln, Nebraska; or Provo, Utah; we are all one Duncan Aviation.

But open communication begins at home. One thing my dad, Robert Duncan (Chairman Emeritus), always said is ‘When a company takes care of its employees, those employees take care of the customers’. One of the best ways we can all take care of one another is to communicate.

By embracing open communication, we not only share information, we also give an important voice to team members to identify areas where we can make improvements. Without that, team members may feel powerless and voiceless, leading to frustration, dissatisfaction, and negativity.

Although we’ve always welcomed new ideas, it was a decade ago we took steps to improve how we collect and review those ideas submitted by team members on ways we can be better. Our Lincoln Business Process Manager, Erin Hart, and former Battle Creek Process Improvement Manager Ted Roethlisberger, formed the LEAN (Listen, Engage, Advance/iNnovate) team to build a culture of continuous improvement at Duncan Aviation. Everyone in the company now has access to a database of ideas other team members have submitted and are able to submit their own.

“We believe that the team members who do the work and interact with one another and with customers every single day are best positioned to tell us about challenges with their work processes or work environments and to develop ways to improve efficiencies throughout all areas,” says Erin.

We always want to keep the lines of communication open and available to all team members. Those who are working in shops or on the floor experience problems first hand. Again, rather than let those problems grow, we provide team members another way to be heard and problems to be resolved.

The ideas team members submit aren’t all about problems. Many team members have seen ways to save money or cut out unnecessary steps in a process.

To date nearly 100 team member suggestions have resulted in improved safety, process efficiencies, and cost savings at every Duncan Aviation facility. Another thing we are very proud of.

Chad Doehring, recently named Vice President of Operations for Duncan Aviation’s Provo, Utah, location, has always loved the mountains. Born and raised in Arvada, Colorado, he spent much of his childhood enjoying hiking, skiing, and camping. After he graduated high school, he won a full-ride scholarship to Colorado AeroTech, where he earned his Airframe & Powerplant license.

Upon graduation, he worked for a short time at an FBO in Leavenworth, Kansas, and then moved to Palmdale, California, to work for Northrup Grumman on the B2 Bomber program. In 1994, he was offered a job at Duncan Aviation’s Lincoln, Nebraska, location as an airframe technician for Hawkers and Falcons. Since then, Chad has increased his responsibility through promotions and job changes. Some of his most recent positions include Airframe Services Manager and Customer Service Manager, both in Lincoln. In 2017, he decided to move back to the mountains and transfer to Provo to help build the future staff and facility there.

“I am proud to be part of the Duncan Aviation-Provo team and am excited to build Duncan Aviation’s future here,” Chad says. “The Provo team is enthusiastic and ready to expand Duncan Aviation’s commitment to quality, safety, and responsive service to business aircraft operators in the western half of North America and the Pacific Rim. We are devoted to upholding the consistently high standards of excellence for which all Duncan Aviation locations are recognized.”

Chad and his wife, Stacey, have relocated to the Provo area. They are excited about the move, especially because of the recreational and community activities the area has to offer. They are also pleased with the friendly people and the way the community has welcomed them with open arms.

Chad and Stacey have four nearly-grown children, twin girls and two boys. Since three of them are in college and the fourth is in his last years of high school, the kids stayed in Nebraska. Chad and Stacey get back to Lincoln frequently right now for interviews and meetings, and the kids like travelling to Utah for occasional breaks.

Chad says, “The Provo team has a wonderful mix of people from Utah, Michigan, and Nebraska who create an overall Duncan Aviation family experience. We are excited to add to this family and build stronger relationships with our counterparts in Michigan and Nebraska as well as our satellite avionics and engine Rapid Response locations. We look forward to having representatives from each location visit us either on a personal vacation or for a work event.”

"To get more women in the field (aviation)is to be the woman in that field. Be brave. You can do it. Others will come join you.” Karen Iten, Engineering Designer

Many women work daily in technical roles at Duncan Aviation. These women are airframe mechanics; avionics and engine technicians; interior and paint specialists; design, electrical, computer, and structural engineers; and flight line reps. Even though aviation is traditionally a male-dominated field, there are plenty of career options available for women with rapid growth and excellent salary potential.

Read on about four of these women–an airframe shift supervisor, landing gear master technician, avionics crew leader, and an engineering designer–who have decided to take the road less traveled and make their way and careers in aviation at Duncan Aviation.

Do What You Love

At the age of seven, Jayme Park had her first experience floating in a hot air balloon. But it wasn’t until the young impressionable age of 12, when she rode in a D23 biplane at an airshow, that she knew she wanted a career in aviation. “I was hooked.”

She pursued that dream and for the last 21 years, Jayme has been working for Duncan Aviation in Battle Creek, Michigan. She is the shift supervisor leading teams of airframe, engine, fuel, interior, and accessories technicians. She has enjoyed her tenure and feels very fortunate for her career at Duncan Aviation. “I am lucky. I get to do what I love, for a company that values me for my skills and leadership abilities.”

Be Confident In What You Know

Sarah White has had two aviation careers. The first, courtesy of the United States Air Force, took her around the world working on hydraulics, flight controls, wheels, inflight refueling, and weapons systems aboard Boeing B-52s, F-4 Phantom II fighters, and KC-135 Stratotankers.

After retirement from the military, her second aviation career began when she saw an advertisement for a hydraulics technician in Lincoln, Nebraska, while reading her newspaper and drinking her morning coffee. Twenty-three years later, Sarah is the senior member of the team and a master technician overhauling landing gear for business aircraft such as Challengers. 

Being the only woman on a team of men is not without its conflicts, but Sarah says for the most part it has been a positive experience. “Bias happens, but not as often as you would think.” Her advice to anyone doing what she does is to be confident in what you know and then put your head down and do the work. She says it’s customers who are sometimes caught short when she is called in for a consultation. “But as soon as I begin talking intelligently about the squawk and what I am going to do about it, we move past it quickly.” She says it is important to be able to take pressure and criticism on the job, no matter who you are.

Encourage And Support Others

After five years in the U.S. Navy and with an advanced electronics and avionics degree from Colorado Aero Tech, Kelly Allman found her way to Duncan Aviation in 1999 and onto the hangar floor as an avionics installation technician. Her first assistant manager was another woman, who from the very beginning expected the best from Kelly. “She always expected the most out of me and held me and the rest of the team to a very high standard.” Kelly is very appreciative of her expectations, advice, and encouragement because “I wouldn’t be where I am now without it.”

Today, Kelly is a crew leader of a team of nine avionics installation technicians. She expects the best from them. “When you’re touching these aircraft, you have to bring your best. You are touching lives. It doesn’t matter if you’re male or female.”

Just Do It

As the only engineer at Duncan Aviation’s Provo, Utah, location, Karen Itin is kept busy creating schematic drawings for interior structures supporting aircraft cabinets, seats, and antennas. It is this behind-the-scenes aspect of her work that she likes most about her job.

When she first started, technicians would come off the floor looking for the design engineer, and it was obvious they were looking for a man. “You can’t take it personally. Instead, you use it as an opportunity to communicate and show them what you can do.”

Her advice to young women thinking about exploring a career in a field that has been traditionally dominated by men is to “Just do it!” The only limitations are the ones you place on yourself. To get more women in the field is to be the woman in that field. Be brave. You can do it. Others will come join you.”

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More than 500 of Duncan Aviation’s 2,150 current team members are actively in the military or are military veterans. That’s roughly 24% of the Duncan Aviation workforce.

“Members of the US military are dedicated individuals who bring a unique set of experience and skills to the Duncan Aviation team,” says Jennifer Monroe, Duncan Aviation’s Senior Talent Acquisition Specialist. “Many career skills, both hands-on and soft skills, gained during active duty, transition effortlessly to a position with Duncan Aviation.

“Duncan Aviation actively recruits veterans because their exceptional experience aligns well with our high-quality reputation and core values,” Jennifer continues. “We work very closely with military organizations to transition people from military to civilian careers. We provide transition advice to potential team members and their families in the hopes of providing an easy way to take their military skillset and help them apply it to another career.”

Duncan Aviation partners with a variety of military organizations throughout the county to connect with individuals who are transitioning out of full-time service.  

Entering civilian employment is a major life adjustment, but there are many aspects of Duncan Aviation that veteran team members say remain the same: attention to detail, focus on getting the job done right, and the support from fellow employees.

“Duncan Aviation team members helped me considerably move from a government business to private industry,” says Keith Schell, Duncan Aviation’s Manager of Parts & Rotables Sales, Avionics and Accessories and a former Brigadier General with the Nebraska Air National Guard. “There are similarities between the military and Duncan Aviation, like leadership skills, hard workers, high ethics, etc. But there are tremendous differences, too, such as for-profit management and different employee regulations. Everyone has and continues to help me make the transition after nearly 36 years in military employment, and I couldn’t be more appreciative.”

Duncan Aviation Challenger Airframe Tech Matt McGinn, a former E-5 Aviation Structural Mechanic for the US Navy, agrees that the transition from working in the military to working at Duncan Aviation was easier than anticipated. “The Navy and Duncan Aviation have many similarities, from maintenance documentation to safety policies and many other aspects. With my five years of Navy experience working on MH-60S Seahawk helicopters aboard the USS Nimitz, I was able to test for my A&P upon separation with the Navy and Duncan Aviation sent me to Nashville to obtain my A&P certificated with Bakers School of Aeronautics. I am very grateful for that.”

Jennifer says, “Our veterans have been and will continue to be a huge part of our company, and many team members continue to serve in the Reserves or the National Guard during their careers at Duncan Aviation.”

Duncan Aviation is a proud support of the Guard and National Reserve (ESGR). As an employer, Duncan Aviation provides managers and supervisors with the tools needed to effectively manage employees who actively serve in the Guard and Reserve. We also pledge our support to hire veterans returning from service to our country as part of the Utah Patriot Partnership Program and as a Michigan Veteran Friendly Employer.

“Service to our country is something that is important to all of us,” Jennifer says.   

A little over 10 years ago, we began the search for a new western location. The need was driven by industry partners, customers, and a general feeling that Duncan Aviation needed a presence in the region. After establishing operations in 2010, we are now within 12 months of opening a new Duncan Aviation-caliber full-service maintenance and modifications hangar in Provo, Utah. Within 14 months of this first hangar opening, we will complete the rest of the nearly 280,000 square-foot campus, including a second maintenance hangar, full paint facility, all supporting back shops, and general customer/employee support areas.

Extending the full-service Duncan Aviation brand west is exciting for several reasons. This is the company’s first greenfield (completely from scratch) full-service construction effort in our 60-year history. We will be closer to longtime customers from all over the western United States. When the campus is up and running, we will have the world’s most innovative and environmentally friendly paint facility for business jet aircraft. All liquid discharge from the process will be evaporated, with minimal remaining solid waste hauled to licensed handlers. All vapor and airborne discharge from the process will be incinerated, using the very latest technology currently available. Our total discharge will be reduced by 98% from the conventional paint process widely used in the industry today. We have focused companywide on green initiatives for many years, and with the new technologies this construction allows us to put in place, this facility represents a quantum leap forward toward our core value of respecting our environment.

This is also an exciting time to be a Duncan Aviation team member! Building an entirely new facility from a native land means that we will need to fill virtually every job function that exists today in our other major facilities. We have been and will continue to work hard as we build an integrated team of experts with widely varied job functions. There are spots for every job from entry level technicians to senior master techs, managers, and team leaders to facilities specialists and customer service experts.

When we began operations in our current Provo facility in 2010, we used a formula of 1/3 seasoned, veteran Duncan Aviation team members, with 2/3 hired from elsewhere in the industry. That ratio proved to be successful at enabling us to quickly pass along the Duncan Aviation philosophy and culture to team members who were new to the company. We plan to follow the same ratio as we ramp up operations for the new campus. Our goal is to offer clients the same level of professionalism and quality service as they would receive at our other locations. They will see familiar faces, along with new. They will experience the same level of attention to detail and professionalism that they are accustomed to at our other locations. And their aircraft maintenance and modifications will be delivered to the same exacting Duncan Aviation standards they have come to appreciate over the years. First-time Duncan Aviation customers to Provo will experience a genuine welcome to the culture and the openness which defines us.

Here are some comments made by recent Duncan Aviation-Provo customers:

“Great crew. We look forward to future projects.” – Lane Clayson, Idaho Investments

“The team at Duncan Aviation-Provo did an excellent job with the 96-month inspection, which transitioned into a challenging pre-buy during the regular inspection. Project Manager Corey Johnston did an excellent job keeping me informed and the work order straight. The invoicing was challenging due to warranty, routine inspection, pre-buy to include buyer and seller, but Corey and the team did an excellent job of following through with any outstanding items and providing explanations for the charges or credits. All-in-all, it a great visit with some challenging moments that the Duncan Aviation team pulled off.” – Bob Baker

“Great crew in Provo and very accommodating. Even with extra squawks, the airplane was delivered on time! Thank you, Jason (Kinnan) and the whole crew!” - Kent Long

“From the top down to the newest tech, all have the best work ethic I have ever experienced in my 40+ years using service centers. As the job progresses and new issues are added to the work load, the can-do attitude is great. My only worry would be that I hope they get some time off! I would be happy to return.” - KC Kenzel

Many people say not to judge a book by its cover, but we at Duncan Aviation believe the quality of a workspace is often a direct correlation to the quality a business provides.

 Quality and pride in all areas of employment are visibly represented throughout the facilities of Duncan Aviation. Because of the varying hours our team members work to provide nose-to-tail business aircraft services on a tight timeline, communication with one another is one of the most important keys to a successful process.

The number of people involved in each tailored aircraft project raises exponentially the longer those aircraft stay at Duncan Aviation. With this in mind, we strive to make sure every specialist who works around the aircraft is well-suited for their particular role in the process.

To help us gain perspective on her role in the Facilities department, Atley Cerveny allowed us to follow her and get a chance to see everything her job entails—at least for that day.

Our specialists in the Facilities department every day work with a wide variety of team members with very different roles in the aircraft maintenance, refurbishment, upgrade and paint projects. These day-to-day coordinations range from working with the Scheduling team, who figures out when and where planes are going to reside, to helping the Line Department move aircraft in and out of the hangars, to assuring the highest in safety with the quality control department. With such wide array of roles to play, our team in facilities choreographs a working environment that is clean, orderly, safe and efficient.

With great pride in their positions, the facilities department has helped ensure that Duncan Aviation is is known industry wide as having some of the “cleanest facilities in business aviation.”

On August 4, 2017, in Lincoln, Nebraska, and August 5, in Battle Creek, Michigan, the Duncan Aviation Silver Wings club inducted 45 new members. This special club honors team members who have devoted 25 years of their careers to Duncan Aviation.

This year’s inductees bring the grand total of Silver Wings members to 326! “Given the mobile nature of our society, it is quite a feat to have more than 300 people who have dedicated 25 years to this company,” says Chairman Emeritus and Silver Wings founder Robert Duncan.

2017 New Members

John Bates, Team Leader for Interior Completions, BTL

Curt Beckenhauer, Finish Master Specialist, LNK

Mike Bernholtz, Senior Sales Rep & Sales Team Leader Engine Services, LNK

Darren Blaser, Team Leader Cabinet Shop, LNK

Mike Brouwer, Assistant Manager Airframe, BTL

Barry Burkey, Master Technician Avionics & Instruments, LNK

Cliff Casburn, Cabinet Master Specialist, LNK

Mark Earnest, MPI Team Leader, LNK

David Epley, Vehicle Maintenance Mechanic Facilities, LNK

Greg Fenster, Master Technician Airframe, LNK

Terry Fransen, Project Manager, LNK

Jon Fredrick, Master Specialist Upholstery, LNK

Steve Gade, Vice President Business Development Initiatives, Marketing & Sales, LNK

Terry Gieselman, Technician Accessories, LNK

Rob Gray, Team Leader RTS Modifications, LNK

Dennis Gulley, MPI Technician III, LNK

Russ Haugen, Assistant Manager Customer Service, LNK

Ted Hinkle, Crew Leader Cabinet Shop, LNK

Tim Horner, Cabinet Master Specialist, LNK

Pete Hubbard, Senior Sales Rep Airframe, LNK

Troy Hyberger, Manager FBO Services, LNK

Brad Lennemann, Senior Sales Rep Airframe, LNK

Bob Masek, IT Tech Support Specialist, LNK

Jeff Morgan, Alternate Shift Supervisor Interiors, LNK

Kevin Olson, Completions Master Specialist, LNK

Jim Overheul, Tech Rep, BTL

Mark Pawlowski, Engineering Team Leader & Alterations Planner, LNK

Todd Reckling, Crew Leader & Team Leader Avionics Install, LNK

Monte Reeves, Project Manager, LNK

Lanny Renshaw, Assistant Manager Engine Dept, LNK

Bryan Rothchild, Alternate Shift Supervisor Avionics Install, LNK

Scott Shefke, Tech Rep, LNK

Gordon Smith, Crew Lead, Fort Lauderdale Satellite Shop

Aaron Spulak, Master Technician, LNK

Kristi Steward, Project Manager IT, LNK

Matt Stolz, Alternate Shift Supervisor Airframe, LNK

Dennis Sweeney, RTS Inspector, LNK

Bong Tran, Upholstery Specialist, LNK

Chris VanderWeide, Chief Inspector International Airworthiness & ODA Unit Member, BTL

Dick Veik, RTS Inspector Quality, LNK

Russ Walker, Avionics Tech, LNK

Rod Whitehead, Team Lead Interiors, LNK

Rick Wilen, Master Tech Calibration Lab, LNK

Paul Wiles, Pilot in Command for Medium Jet, LNK

Louis Williams, Preventative Maintenance Specialist Facilities, LNK

Duncan Aviation team members are among the most experienced in the business aviation industry and the quality of the service they provide is among the best in the world. So it comes as no surprise to us when others recognized and acknowledge what we already know. 

Congratulations Chuck on an award well-deserved. 

Republished with permission from AMT Magazine

39-year-old Chuck Zahnow is an Airframe Technical Representative for Duncan Aviation in Battle Creek, MI. His great uncle worked on aircraft during WWII and he thought that would be a good path to follow.

After high school he attended American Flight and Technology Center, a one-year trade school that has since closed due to low attendance. He has continued his education with aircraft specific training on most of the Citations, Hawker, and Falcon 50 EX and 20 at FlightSafety. Zahnow has also been fortunate in having many people guide him along the way. "I adopted early on that people are always willing to teach, you just have to make yourself available to learn. I have learned from so many I could not begin to list them."

Zahnow started at Zantop Airlines, then went to American International Airways, and from there to Duncan Aviation. He currently works as liaison between the techs on the floor to Textron Aviation (Citation and Hawker) for all facets of airframe maintenance. He is also responsible for managing the tooling needs as it pertains to Textron aircraft and provides additional technical support to techs on the floor as well as external customers. This may mean a phone call, but could also include on-site support.

Mark S. Chaney, senior director, aviation at Coca Cola Bottling Company, says, "Chuck Zahnow has shown a strong commitment to business/general aviation through his incredible work ethic and support of Duncan Aviation customers. I have seen evidence in his support of my company's aircraft as a Duncan customer and reports from other customers. Chuck also serves the industry through his membership on the NBAA Citation 500 Series Technical Committee. I have the pleasure of serving with him as a current committee member and former chairman. He represents his company and Citation operators through a strong personal and professional commitment to safety and product/process improvement. He exceeds all of the qualifications for this award. I expect to see great things for our industry from Chuck in the coming years."

Zahnow is a member of NBAA and its Technical Committee for both the large cabin and small cabin Citation aircraft which helps to better the aircraft for the owners and operators. Duncan Aviation has also given him the opportunity to speak with high school students that are considering aviation as a career either by tours or by visiting with them at a local vocational center.

As for the future, "I have never put a ceiling on my career. I have always considered each opportunity and made a decision that would best serve myself and my family. I have been fortunate to be at a company that recognized and promoted me along the way to get where I am."

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Chuck is one among many of whom we are very proud. Meet them all. 

Duncan Aviation is not only the world leader in business aviation tip-to-tail support; it is also an industry leader in reducing the use of hazardous chemicals. In the past 10 years Duncan Aviation has reduced emissions of hazardous air pollutants by 50%.

At Duncan Aviation we have voluntarily chosen to apply the most stringent approach to controlling hazardous air emissions, applying maximum achievable control technology to our operations. And, our environmental staff is always looking for safer choices as they review chemical processes, protecting the environment and making Duncan Aviation a safer workplace.  

Duncan Aviation has a solid environmental compliance record. In June, our Lincoln facility received an unannounced EPA Hazardous Waste inspection. Employee training records, hazardous waste profiles, and storage areas were reviewed by the EPA. The company and its employees were credited for having no violations and the EPA inspector praised Duncan Aviation’s work in his review.

(L to R) Lincoln Mayer Beutler, Mike Tuma, Kelly Becker, both from Duncan Aviation, and Lancaster County Commissioner Larry Hudkins

“We actively support our communities and respect the environment, and we encourage our team members to be mindful to minimize waste and recycle,” said Jeff Lake, the company’s Chief Operating Officer.

On November 2, 2016, we were chosen as the 2016 Lincoln, Nebraska, and Lancaster County Environmental Leadership Award recipient in the Business and Industry category, recognizing our efforts to improve the environment and protect public health.

Currently, Duncan Aviation is striving to have zero cardboard waste. Cardboard, it’s easy to identify and unlike plastic and glass, there is a steady demand to recycle it. It’s simple, recycle more and our trash service expenses will decrease, not to mention our future city taxes. Together we can postpone our communities needing to generate new landfills.

Here is a list of additional green initiatives Duncan Aviation is taking:

• Foam Recycling since the beginning of 2015: 11,709.4 pounds (equaling 70 dumpsters) of foam from going to our local landfill
• Adopt-a-Highway: twice a year in Lincoln and three times a year in Battle Creek, MI.
• Winter Coat Drive for local homeless shelters
• Annual Clothing Drives
• Pallet Competition (companywide competition amongst employees)