GM aftersales prepares for EV future


The Davison Road Processing Center here, about 8 miles from GM’s heavy- duty pickup plant and about 75 miles from its headquarters in Detroit, opened in 2019 when GM consolidated another parts plant in Burton with a plant that was located in West Chester, Ohio.

The 1.1 million-square-foot facility runs on two shifts of nearly 1,500 workers and ships 576,000 parts each day. The plant works with $44 million worth of inventory — such as door handles, mufflers and steering wheels — and ships to 218 customers in 95 countries.

“EVs are actually additive to the day-to-day internal combustion engine vehicles that we support today,” Roth said. “Here’s our opportunity to be agile. [How do EVs] become complementary to what we’re already doing as part of the core business today? That’s the mindset.”

GM’s three processing centers ship parts to 88 warehouses around the world. Over each of the past two years, the Customer Care and Aftersales division has grown its business by double digits.

“We’re on another glide path to see double-digit growth again this year. Consumers are driving again; miles driven are up,” Roth said. “We’re able to fill orders that others can’t. And so we’re seeing more and more consumers coming our way because we have the product they need, and we can give them the experience they look forward to.”

Roth became GM’s vice president of customer care and aftersales in 2020, replacing GM veteran Tim Turvey. Roth had been president and managing director of the automaker’s Africa and Middle East operations, and previously he held leadership posts in Canada, sales and aftersales during his three decades at GM.

In spring 2020, many dealers had to halt sales or adjust strategies as the coronavirus spread. But repair demand soon grew. GM established command centers to establish which parts were needed where and when.

Customer Care and Aftersales also has a sales and marketing team for GM Genuine Parts and ACDelco parts, and it helps train dealers in the field on technical skills and customer service.

“A lot of people look at aftersales, and they think it’s just parts,” said Roth. “There is so much more to it than that. This is every bit as complex as running a region.”



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