Susan Thompson, Operations and Accountable Manager – Precision Aviation Controls
PAG ENGINE SERVICES
with receives our highest quality support.
“I grew up on a 100-acre farm in Pittsburg, Kansas. We lived off the garden, raised livestock, grew corn and fodder, and baled our own hay. We had horses and Shetland ponies,” said Susan. “I learned how to operate equipment and use tools. The hands-on work greatly assisted me as I moved into the field of aviation repair.”
Susan earned a Business Degree from Pittsburg State University, an MBA from Washburn University, and holds an FAA Repairman Certificate.
“One of my father’s occupations was an airplane mechanic for Helio Aircraft,” said Susan. “I was fascinated by its near vertical takeoff. That was amazing for a propeller driven aircraft.
“Though I found airplanes intriguing, I initially worked for Sallie Mae as a Lender Relations Manager. My husband, Ken, was an active-duty Army JAG officer and we moved several times. I was fortunate to transfer with Salle Mae in various positions until we ‘landed’ in Arkansas City, KS, where he practiced law for a private firm. My job search led me to the Quality Department of GE Aerospace where I began as a contract employee.”
Susan and her family moved to Ken’s hometown, Neodesha, KS, in 1996. She was hired by Sabreliner Corporation as an Engineering Planner, writing technical documents and transforming manuals into work packets for component technicians.
“I progressed to Associate Engineer, Program Manager, Quality Manager, and Director of Operations. In 2010, the Sabreliner facility was purchased and named Aviation Controls. In 2014 it was purchased by PAG and became Precision Aviation Controls (PAC). As part of the acquisition, positions were realigned and I was named Manager of Technical Services, responsible for engineering, quality, and inventory. In 2023, I became Operations Manager and Accountable Manager with responsibility for all plant operations.”
Susan’s career was inspired by her fascination with how aircraft parts work together. It was her focus on learning how the lifecycle of components can be prolonged that fueled her expertise in quality and performance.
“Aircraft engines can only function as required when each component and accessory is of quality build and maintained to specs. My job is to ensure that every part PAC is entrusted with receives our highest quality support. PAC customers expect precision services. That is what we deliver.”
According to Susan, providing world-class customer support is as important as delivering excellent quality services and parts. “This means doing the job right the first time in the most affordable, timely way possible. It means the engine keeps the aircraft in the air until its Time Between Overhaul (TBO) is reached. As each component has its own TBO, to make PAC quality affordable we work with customers to accommodate the different intervals, including hot section inspections and repair.
“My career in aviation began in the quality department of GE Aerospace and Sabreliner. That foundation isn’t something I can forget,” said Suan. “PAG’s focus on quality is about customer safety, keeping people in the air until they choose to land.
“PAG Sales Executives are the eyes and ears of the company — working tirelessly to provide customers whatever is needed, whenever, and wherever it is needed. I’ve received numerous requests to move units forward in the production line when customers are dealing with Aircraft on Ground (AOG).
PAC’s quality service also can mean supporting customers with aircraft issues unrelated to the parts provided.
According to Susan, “Components may be rigged in the wrong way. We never hesitate to ask their technicians to send us a video of what’s going on. Then we call to explain what we see and guide them to make the needed adjustments.
“Sometimes it needs one click this way or one click that way to fully install the part. Warranty returns receive the same attention. If needed, we’ll make the adjustments for them and send it back. We do everything we can to keep that aircraft from being grounded.”
SPECIAL INTEREST
Susan and Ken breed family friendly
Arabian horses suitable for pleasure or show.
Visit: Twin Rivers Arabians
Contact Susan Thompson: 1+ 620.331.8180 | sthompson@pac-pag.com
— PAG Insider
PT6 Fuel Accessories Brief (PDF)
