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Customer Service | Serving Those In Uniform | Product Development

General Dynamics is committed to providing superior customer service. Whether working on issues for customers at local facilities or on the ground supporting the warfighter, General Dynamics believes in providing quality and timely services and products.

General Dynamics C4 Systems employees working on the Rescue 21 program helped the U.S. Coast Guard maintain and restore the lifesaving emergency communications system when hurricanes Gustav and Ike crashed ashore in the summer of 2008. Before Hurricane Gustav struck west of New Orleans, C4 Systems technical teams developed and implemented a seamless off-site operator control solution "on the fly."  This solution assured continuity of Coast Guard operations by rerouting command and control of the Sector New Orleans Rescue 21 system to the Coast Guard Operations Systems Center in Martinsburg, W.Va.  In the aftermath of the storms, equipment repairs were handled by General Dynamics' Rescue 21 Field Service Engineers who worked alongside Coast Guard personnel, enduring long hours and extreme conditions, to assess and restore Rescue 21 towers and other equipment battered by fierce winds and forceful floodwaters. Ultimately, these dedicated individuals helped ensure the Coast Guard never stopped protecting our nation’s shores – before, during or after the storms.

Unique challenges were faced by the field service engineers. "The first thing I remember is getting out of the helicopter and walking along the water when we saw an alligator,” said General Dynamics C4 Systems employee and Rescue 21 Field Service Engineer Brad LaRose, who was on the scene to assess and repair equipment after hurricanes Gustav and Ike.

General Dynamics Armament and Technical Products and the U.S. Army's Bradley Program Office have formed and maintained an effective government/contractor team to Provide, Protect and Prevail℠. Faced with the challenge of protecting U.S. forces from the effects of current and emerging shaped-charged threats, the reactive armor team quickly developed, qualified and produced armor-protection systems to provide high levels of protection for American forces in Iraq.   With 15 years’ of Bradley reactive armor experience, General Dynamics Armament and Technical Products recently joined the General Dynamics Land Systems-Canada and the U.S. Army Stryker Program Office team to provide hybrid reactive armor systems that satisfy weight restrictions for all Stryker variants. The company’s responsiveness and team approach continues to receive numerous accolades from our teammates and in theater. The ability to meet program schedules, expand production during periods of urgent need and anticipate emerging threats are a testament to the company’s commitment to our customers and to our contribution to U.S. warfighters. 

General Dynamics Information Technology is dedicated to providing comprehensive support and contracting opportunities to veterans and small business partners nationwide. In 2008, Information Technology was recognized by the U.S. Department of Veterans Affairs with a Corporate Achievement Award for our dedication to expanding business opportunities for veterans, especially those with service-connected disabilities.

Gulfstream’s Airborne Product Support (APS) service, the first airborne aircraft maintenance and repair support program in the industry, has been serving customers since its official launch in May 2002. Available 24 hours a day, seven days a week, 365 days a year, Gulfstream’s APS uses a dedicated, high-speed G100 aircraft to transport flight-essential parts (such as tires and windshields), test equipment and technicians to aircraft under warranty at airports within North America, Central America and the Caribbean. In cases where an operator’s aircraft is located outside the G100’s range of service, Gulfstream will fly the needed parts and technicians to a major hub where they can connect to commercial airline flights to reach the customer’s aircraft.  In seven years of operation, the APS program has completed more than 2,000 missions, including more than 100 missions outside the U.S. The Airborne Product Support program is a direct result of Gulfstream’s commitment to provide outstanding customer service by ensuring smooth after-sale aircraft operation. APS employs eight dedicated pilots and a full-time manager. No other business jet manufacturer offers this service.

The success stories documenting Bath Iron Works’ commitment to our Navy customer are best told by our customers themselves. Here is a sampling of the praise our team has received:

“I would like to extend my personal thanks and congratulations to you and your team at Bath Iron Works for a superb christening event for WAYNE E. MEYER (DDG 108). 

As you know, shipbuilding is among my highest priorities, and your team’s pride, commitment, and results have reinforced my belief in the criticality of Bath.  I appreciate all you do in delivering not only capability, but capacity to our Sailors who man these great ships.”
        
 Admiral Gary Roughead, USN, Chief of Naval Operations (October 2008)

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 “A real easy event for us to come up here.  It is refreshing to say the least – it makes our jobs easier than anywhere else…you would have to be us to understand what I mean.”

Captain Holman, INSURV Board Sr. Inspector, following Stockdale (DDG 106) trials (September 2008)

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“Sterett is doing great!  You built us a great ship.  Operation of the ship has been extremely smooth…I couldn’t be happier with the ship.  Well done to all of you…I am a very happy CO.”

          CDR Brian Eckerle, Precommisioning Officer of Sterett (DDG 104), during the crew’s departure cruise from BIW and sea trials in the Gulf of Maine en route to their commissioning destination of Baltimore, Md. (June 2008)

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“The welding and steel and skill and competence with which that ship was built saved us.  We also knew what we had because many of us watched you build it.  Training and bravery can’t help you if you’ve already lost the ship.  We were handed a bad situation, but a great ship and a proud crew kept us alive that night without a single death.  Four days after the explosion, I called Bill Haggett (then BIW President) to say, ‘Bill, I want you to thank the BIW mechanics for me.  They saved our lives, especially the welders.’

“Without the quality of workmanship, we would have been swimming in the Gulf and that would have been with sharks and snakes.  The keel was destroyed and went to the bottom.  The main deck held.  Without your average Mainer doing such an excellent job, we would have gone to the bottom in 2 minutes and lost everyone, as simple as that.  You gave us our chance.”

Captain Paul X. Rinn, USN (Ret.), former CO of USS Samuel B. Roberts (FFG 58) speaking at an April 2008 event at BIW during a weekend reunion of the crew and officers who survived a potentially fatal 1988 Iranian mine strike in the Persian Gulf with no loss of life.

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