Baxi is strengthening its aftersales proposition through a more integrated approach to service and spares, helping installers access the genuine parts, expertise and support needed to keep customers' heating systems running reliably.
As part of this commitment, Baxi has appointed Ethan Thompson 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.
The role sits within Baxi's dedicated aftersales division, bringing together service and spares to create a more joined-up approach to customer support. Today, the business manages more than 16,000 spare parts sourced from over 200 suppliers, supporting a large installed base of residential and commercial heating products across the UK.
The appointment comes at a time when servicing and maintenance account for the majority of installer activity. Research carried out by Baxi found that around 75% of installers' time is spent on maintenance and service work, increasing the need for rapid parts identification, strong availability and expert technical support.
To help meet those needs, Baxi continues to invest in digital tools such as Parts Arena, enabling installers to identify parts through exploded diagrams and technical documentation. This is supported by dedicated technical support teams, field engineering expertise and a logistics operation designed to ensure parts are available when and where they are needed.
Behind the scenes, Baxi operates an overnight replenishment model supporting its network of around 280 field engineers, helping ensure parts are in place before the working day begins and enabling faster repairs for customers.
The company is also continuing to evolve how genuine parts are brought to market. Following installer feedback, Baxi recently launched its Care Kits range, bringing together the parts required for routine servicing and maintenance to simplify repairs and improve efficiency on site. The initiative reflects Baxi's wider commitment to genuine spare parts, which are tested and approved for use with Baxi appliances, helping installers maintain safety, reliability and performance while reducing the risk of repeat visits.
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."
To find out more, visit: Baxi Genuine Parts | Spare Parts | Baxi Professional
Baxi is an Industrial Associate of CIPHE, to see the full list of associates check out the CIPHE industrial associates directory