Ricardo Malato, President – EFIX Aviation, São José dos Campos, SP – Brazil
PAG COMPONENT SERVICES
‘Others sell parts, WE SELL SUPPORT’ means that after-sales support is part of every PAG sale.
“Ever since I was a teenager, airplanes and helicopters attracted my attention. When I was deciding which university and course I was going to take, I chose aeronautical mechanical engineering. Despite this when I graduated, I didn’t work on aircraft projects or even at Embraer. I worked for a bank, then MetrôRio, which were interesting areas,” said Ricardo. “What attracted me most professionally was not just aircraft manufacturing, but all the business opportunities aviation provides.”
“Working in aviation means not having a set routine. It means always learning. Despite stressful days full of emotions and an environment full of rules and regulations, it’s about having a passion for what you do, a feeling common to many aviation professionals. And because I had good knowledge of aviation in Brazil, it allowed me to become an entrepreneur, a great passion for me.”
When he learned that PAG was looking for a Maintenance, Repair and Overhaul (MRO) facility to acquire in Brazil, Ricardo believed that EFIX would be a very good candidate. He also was looking for a strong partner and decided to start negotiations. EFIX joined PAG in 2020.
Representing PAG in Brazil, Ricardo understands the importance of being flexible with payment terms. “We have adapted to this reality,” said Ricardo, “which gives us an advantage over some competitors with less financial muscle. And we understand that aesthetics matter a lot. Components must leave our workshops as if they were brand new, with perfect touches of paint and finished details, and very well packaged so that our customers are truly satisfied.”
In some organizations, decision-makers may prefer to work with competitors out of convenience, friendship, or an uncompromising belief they’re getting a good deal at a cheaper price. “In these cases,” explained Ricardo, “we give them the time they need to give us a chance. That chance could be a difficult sale or service, so we do our best to accomplish the mission and save the customer from a bad situation.”
“To win new customers EFIX may not charge for inspections or simpler services, all with great transparency. Another way we build partnerships and loyalty is by visiting our customers. Often we take the finished part in hand and if needed, accompany the aircraft installation to make sure everything goes as expected.
“PAG’s slogan, ‘Others sell parts, WE SELL SUPPORT’ means that after-sales support is part of every PAG sale. If a customer has a problem with a component we supplied, regardless of whether it’s a warranty issue or a problem with the reliability of the part, we always help and provide a solution for the customer immediately so as not to ground their aircraft. Then we can analyze what happened on a case-by-case basis.”
For Ricardo, in addition to expanding in-house MRO capabilities, the future is about influencing the lives and careers of the aviation professionals EFIX hires and develops. “Our technicians and engineers are trained to support large and small companies, facilitate their operations, and raise the quality of MRO services available to customers,” he explained. “As a PAG Company, we are proud to provide aviation operators world-class component MRO services and inventory support.”
Contact Ricardo Malato
─ PAG Insider
