Baxi has announced it is strengthening its aftersales proposition through a more integrated approach to service and spares. The company says the move will help installers access the genuine parts, expertise and support needed to keep customers’ heating systems running reliably.
As part of the move, Baxi has appointed Ethan Thompson (pictured) as Head of Spares. Having spent more than 13 years with the business across a range of product management and leadership roles – including roles at parent company BDR Thermea – Thompson now leads an operation responsible for supply chain, logistics, product portfolio management and sales of genuine parts.
Ethan Thompson, Head of Spares at Baxi, said: “When somebody needs a spare part, it’s usually because they’re dealing with a heating or hot water problem that needs fixing, fast. Our responsibility is to make that process as straightforward as possible for installers and end users alike.
“That starts with having the right parts available, but it’s also about making them easier to identify and ensuring installers can access expert support when they need it. Whether that’s through Parts Arena, our technical teams, merchant partners or the logistics network working behind the scenes, the aim is the same: help engineers get the right part first time and complete repairs without unnecessary delays or repeat visits.
“We’re continuing to look at new ways to simplify maintenance and repairs, from digital tools to packaged solutions such as Care Kits. The easier we can make that process, the more effectively installers can support customers when reliability matters most.”
Image: Baxi
