While our Michigan facility officially opened in May of 2025, the reality is that Grand Rapids began operating much earlier, with a soft opening in February of last year. As the location reaches its first anniversary, I spoke with Grand Rapids’ Director of Maintenance and Operations Manager Jeremy Mangum, Vice President at Pro Star Pilatus Center Mike Kenny, and President at Northeast Air Jesse Laughlin about the facility’s first year in operation. Together, we reflected on the path it took to get here and what that progress has meant for Pilatus owners in the Midwest.

That reflection begins with why Grand Rapids was chosen in the first place. From a strategic standpoint, Pro Star’s decision to establish a presence in Grand Rapids was rooted in its role supporting Pilatus sales and service across the Northeastern territory, including Michigan. “As the Pilatus brand continued to gain market share in the U.S., it became imperative that we expand our service and support capabilities,” Mike Kenny noted. With facilities already established in Manchester, NH and Portland, ME, Grand Rapids represented a logical westward expansion. 

For Jeremy Mangum, the appeal of Grand Rapids was more personal. Jeremy joined Pro Star in August of 2024, which allowed him to be a part of the facility’s story from the very beginning. What initially attracted him to the role was the rare opportunity to build a maintenance facility from the ground up. “That doesn’t happen very often in this industry,” he said. In this case, ‘building from the ground up’ wasn’t a figure of speech. In the early months, he was working out of a construction trailer while the hangar was still taking shape. 

At the same time, Jeremy was focused on building the right team, as well as defining what the Grand Rapids facility should represent. When doors first opened in Michigan, the operation consisted of four mechanics, an office manager, a chief inspector, and Jeremy himself. One year later, the facility has more than doubled in size, adding mechanics, avionics support, and additional resources as demand increased. According to Mike Kenny, that growth validated the original plan for Grand Rapids. “The response from our customers in the region surpassed our expectations,” he said. “The team has really stepped up to deliver the highest quality for our customers.”

Several milestones marked that progress along the way. The arrival of the first aircraft into the hangar was a big one. Seeing the hangar filled with PC-12 and PC-24 aircraft soon followed, something Mike described as a particularly meaningful moment for him. Jeremy echoed that sentiment, recalling the first time the hangar reached full capacity as a clear indicator that the operation had found its footing. In that moment, standing over the mezzanine and looking out over the hangar floor, Jeremy saw a tangible reminder of just how far the facility had come in such a short period of time. That scene has since become familiar, reflecting the sustained success Grand Rapids has achieved in its first year.

As with any serious undertaking, those milestones were also accompanied by early challenges. Jeremy was candid about the learning curves that come with launching a new operation. In the early months, the team often found themselves reacting–realizing they needed a specific tool, a new vendor relationship, or a refined process after encountering a real-world scenario. Jesse Laughlin resonated with these early struggles, noting that even with careful planning, some things can only be learned once operations are underway. “We learned what we didn’t know,” he said. “But we’re quick learners, and we focus on continuous improvement.” What helped, according to all three, was collaboration. Support from experienced teams, open communication with the FAA, and a shared commitment to doing things the right way created a strong foundation for Grand Rapids.

Looking ahead, the outlook is optimistic. Jeremy’s focus remains on refining capabilities and ensuring the facility continues to meet customer needs as demand grows. Mike sees Grand Rapids becoming “a solid member of the global Pilatus support community,” while Jesse emphasized that long-term success really comes down to people. “The success of a new location hinges on having the right individuals in the right seats,” he said. “That’s what we’re seeing in Grand Rapids.” One year in, the facility continues to evolve with intention, transparency, and a never-ending willingness to learn. As growth continues into the future, Grand Rapids stands as a testament to what can be achieved when leadership, team expertise, and customer focus come together through steady effort and collaboration.