As previously reported by GM Authority in December 2023, four GM executives – including former GM Customer Care and Aftersales Global Vice President Josh Tavel – were promoted to various positions throughout the Detroit-based automaker. Of course, this left several vacancies that needed to be filled, so General Motors has elected to promote David Marsh to Vice President of Customer Care and Aftersales.
According to a report from Automotive News, Marsh is set to replace Tavel as The General’s service and parts division Vice President. Prior to this promotion, Marsh served as Executive Director of North America Sales, Service, and Marketing within the Aftersales unit since the 2020 calendar year. With that in mind, he will be succeeded by Jennifer Goforth, who has led GM’s Global Aftersales Engineering and Service Operations since the 2022 calendar year.
“I want to thank David and Jennifer for their continued commitment and leadership,” GM North America President Marissa West stated. “Their extensive experience and track records for success uniquely position them to continue the momentum and growth for our Customer Care and Aftersales business.”
It’s worth noting that Marsh brings more than 30 years of career experience in Aftersales to his new position, including some time with Holden in Australia. Meanwhile, Goforth has served as Director of Global Aftersales Mechanical Engineering, and was also the chief engineer of the Chevy Bolt EV for GM Korea.
As for the man who drove these promotions, Josh Tavel was recently appointed to Senior Vice President of Energy Storage and Propulsion, R&D, and Manufacturing Engineering, where he will work with battery development and manufacturing engineering. As such, Tavel will be responsible advancing General Motors’ goals regarding electrification and battery development for its electric vehicles.
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I have never heard of this position but I have often wondered why GM never does any follow up with new car buyers to see what they like or dislike about their new vehicles. I get tons of follow up asking about my purchase experience with the dealership, usually asking if they showed me around the vehicle, but no one has ever asked about the vehicle itself. I always thought that was strange. I think that’s what this guy should be doing.
Good point, I am a mechanical engineer and have been driving legally since 1975. I have owned lots of vehicles over the years and have purchased at least 6 new GMs and many used ones. I could offer some pretty good customer feedback if GM was interested.
Maybe you're just not paying attention or it went to a junk folder. I've received an email follow-up directly from GM 1-3 months after purchase to take a survey and provide feedback on each of my last three GM vehicles, dating back to 2014 and as recently as Aug. 2023.
Now whether anyone actually bothered to review my ratings or read my commentary is another thing...
Customer Care and Aftersales. GMCCA. It the operations for parts and accessories and parts distribution for parts and accessories "after" the sale of the vehicle.
CCA isn't a Q&A about your new vehicle purchase. That's where the customer satisfaction surveys and what not come in to play.
I read that but my point is that is what this position should be doing. Customer follow up, much more important than dealership ratings.