On-Wing Services

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OWS support for engine maintenance tasks and tool loan services

Service Overview

This document outlines the processes and procedures for how Customer Airlines raise a request for Rolls-Royce On-Wing Services (OWS) support for any engine maintenance task on or off-site.

Note: Not all OWS requests are free of charge — coverage depends on the request and the relevant contract.

Task Support

Mechanic deployment for engine maintenance tasks

Tool Loan

Specialized tooling — including Emergency Tooling — available for loan to customers

1
Contact AST
Customer

Customer contacts AST who liaises with OWS

2
Submit CRF
Customer

Customer fills in the Customer Request Form (CRF) and passes it to the AST, who liaises with OWS

3
Technical Vetting
Rolls-Royce

OWS GPT vets technicality and reviews CRF details

4
Select Service Provider
Rolls-Royce

OWS GPT coordinates with the AST and OWS, and the service provider, based on capability, capacity, tooling, and proximity

5
Coordinate Deployment
Combined

OWS GPT coordinates with Customer and Service Provider for mechanic deployment

6
Issue Notification
Rolls-Royce

Customer receives Notification of Services (NoS) as formal acceptance

7
Task Completion
Service Provider

Hardcopy release certificate issued (EASA Form 1 by default, or other NAA upon request)

Service Provider Selection Criteria

Capability
Capacity
Tooling
Proximity

For Awareness — Local Authority & Site Requirements

Local authority approval may be required per region. Contact your AST for further information on requirements such as airside passes, visas for personnel, forms, and access to a safe and suitable work area to complete the task. The OWS may have their own bullet-pointed list of requirements.

Customer Request Form (CRF) Structure

The CRF is divided into key sections. All relevant sections must be completed before submission.

Section A — Operational Details

Completed by Customer

  • Owner & Operator
  • Aircraft Registration
  • Engine Position & Type
  • Engine Serial No., TSN, CSN
  • AOG Status
  • Availability Dates/Times
  • Task Location
  • ETOPS Applicability
  • Visa / Airport Pass Requirements

Section B — Workscope of Task

Completed by Customer

  • Requested Task Description
  • Technical Data Reference (EOM/EMM/AMM/SB/FRS/TV)
  • Revision No. & Date
  • EASA / FAA Airworthiness Directives
  • Approval Required (EASA/FAA)
  • Customer Paperwork & Log Book Entry
  • Engine Incident Report
  • Tooling, Parts & Consumables Supply

Section C — Billing Information

Commercial Coverage

Please ensure the commercial coverage for your OWS request is covered and discussed with your AST prior to submission of the request — not everything is covered.

  • TC / CC — TotalCare / Corporate Care Contract
  • Commercial Authorisation (CA)
  • Time & Material (T&M)
  • RR Other

OWS Work Order Management — Workflow

The platform stack underpinning OWS work-order management — from request submission through reporting.

Interface

RR Portal / Power Apps

Request Planning Application — customer-facing Power Apps interface delivered through the Rolls-Royce Portal. Used to create new requests, manage drafts, view submitted requests and the OWS dashboard.

Database

Microsoft SharePoint List

Central data store for all OWS work-order records. Provides controlled user access to the main database backing the request, work-order, and instruction data.

Reporting

Power BI

On-Wing Services Global Ops Dashboard — operational and performance visualisation including geographic distribution, status breakdown, and KPI tracking.

Resource Locations

UK

Majority of OWS inventory

Hong Kong

Regional resource location

Singapore

Regional resource location

Required Forms

CRF

Customer Request Form (for tasks)

CRF NA

Customer Request Form — North America variant

TRF

Tool Request Form (for loans)

Tool Shortages

OWS will check inventory for requested tools. If there are shortages, OWS GPT will inform the Customer, who will need to provide the tool.

Submission Routing

Submit all CRF / TRF requests via your AST. Your AST is the single point of liaison with OWS for both task requests and tool loans.

Pro Tip

Engage your AST early to ensure mechanic and tool availability. Additional documentation may be required based on Service Provider quality system requirements.