Our Technical Support Representatives are the gateway to Viking’s Customer Support team. With decades of experience working with De Havilland Canada aircraft, these product specialists connect with operators on a daily basis, helping to ensure the efficient operation and maintenance of their aircraft.
Our knowledgeable team of Technical Support Representatives, Field Service Representatives and Engineers has earned the trust of operators worldwide by consistently providing timely and reliable information, and our extensive experience with the Twin Otter Series 400 is unmatched in the industry. We also provide full support for the CL-215, CL-215T and CL-415 aircraft.
Our customers also benefit from access to a comprehensive fleet history database that only the OEM can offer, and our Technical Support team can facilitate access to Viking’s suppliers in order to resolve any issues that may arise.
For all inquiries, please contact our Technical Support team:
- email@example.com (for CL-215, CL-215T and CL-415 technical support)
- Telephone: +1.587.430.0572
- Fax: 1.250.656.0673
- United States and Canada Toll Free: 1.800.663.8444
Hours of operation: 7:00 a.m. to 5:00 p.m. Pacific Time
Aircraft on Ground (AOG) Support
Keeping your aircraft flying is our highest priority. Our AOG team provides 24/7 support to ensure that downtime is kept to a minimum.
For AOG requests outside of business hours, please contact:
Important: In order to help process your request, a Customer Service Representative may request the registration and serial number of the grounded aircraft.
Viking’s AOG service is reserved for critical AOG communications only. Requests placed via this service are subject to additional fees as per our existing General Terms and Conditions.
Viking’s team of Field Service Representatives (FSRs) provide guidance and localized assistance to operators of De Havilland Canada aircraft worldwide. We also provide full support for the CL-215, CL-215T and CL-415 aircraft. With expert knowledge and decades of experience on Viking’s seven aircraft types, our FSRs travel to some of the most remote areas of the globe to provide operators with on-site support. From troubleshooting specific problems to mentoring maintenance crews and providing on-the-job-training, the FSR team can accommodate deployments from a few days to more than a year.
Viking’s highly skilled engineers work closely with operators and maintenance facilities worldwide to assist with technical investigations, to develop repairs for damages that are beyond the scope of the generic repair manuals and to provide on-site damage surveys and support.
In time-sensitive AOG situations, our Engineering team can also provide after-hours support, which carries additional charges.
See below for information about Viking’s damage reporting procedure.
On a daily basis, Viking’s Engineering team works with operators to develop the most efficient repairs for damages that are beyond the scope of the generic repair manuals. The detailed procedures for reporting damages are outlined in the following manuals:
- DHC-6 aircraft: PSM1-6-3RS
- DHC-7 aircraft: PSM1-7-3
For damage reporting procedures related to DHC-1, DHC-2, DHC-3, DHC-4, DHC-5, CL-215, CL-215T and CL-415 aircraft, please contact Viking Technical Support.
All repair requests must include a fully completed damage report form and high-quality images (close-ups and overall area) with the following details clearly identified:
- View or orientation,
- Station number,
- Stringer/rib number, and
- Fastener heads marked with a “+” in a colour that is visible on the paint.
Important: Please ensure that all dimensions are listed in imperial units.
An acknowledgement of receipt will be sent within one to two business days, along with a quotation for the estimated number of engineering hours that will be required to complete the repair design. A purchase order for engineering services in line with this quotation will be required at the start of all projects. Kindly note that the overall turnaround time for repair designs will vary based on a number of factors, including complexity and workload.