Episode 327

What if you could transform your service organization with a bold vision that inspires both teams and stakeholders? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Clinten Vandermer, SVP and Head of Global Service at TOMRA Recycling, to explore how to create and execute an ambitious service North Star. Learn how to develop a compelling vision that drives cross-functional collaboration, rethink talent strategies for the digital age, and build the technical foundation needed for remote service transformation. Whether you're aiming to modernize your service operations or seeking ways to better articulate service's value to your business, this conversation offers practical insights for service leaders looking to shape their organization's future. Tune in to discover how TOMRA is working toward their goal of 100% remote service by 2035 and the strategic steps they're taking to get there.

What You'll Learn:

• How to craft a compelling North Star vision that inspires teams and drives organizational alignment
• The three-horizon strategy framework for balancing aggressive goals with attainable milestones
• Why storytelling is crucial for gaining cross-functional buy-in and support for service transformation
• How to build a digital foundation that enables remote service capabilities and data-driven insights
• The framework for evolving talent strategy as service roles shift from hands-on fixing to strategic advisory
• Why maintaining positive leadership momentum is essential during long-term transformation
• The importance of celebrating small wins while working toward ambitious service goals
• How to leverage data insights to transition from traditional field service to value-based customer relationships

About the Guest(s)

Clinten Vandermer is the SVP and Head of Global Service and Project Management at TOMRA Recycling, a global leader in sorting technologies for waste recycling and mining industries. With over 20 years of service industry experience, he is driving transformative change in remote service delivery and digital transformation. In his three years at TOMRA, Clinten has established a bold vision for achieving 100% remote service capabilities by 2035, while maintaining the organization's position as a trusted adviser to customers. His expertise in developing service-centric strategies, cross-functional collaboration, and talent development has helped achieve an 80% first-time fix rate through remote support in some regions. As a forward-thinking service leader, Clinten's approach to combining digital innovation with customer value creation makes him a valuable voice for service executives navigating the future of field service operations.

Follow Along:

• [00:00] Welcome to the Unscripted Podcast with Sarah Nicastro
• [02:42] Defining Your Service North Star Vision
• [06:36] The Power of Storytelling in Service Leadership
• [11:32] Building a Three-Horizon Strategy for Transformation
• [15:29] Cross-Functional Collaboration for Service Success
• [19:19] Evolving Talent Strategy for Remote Service
• [22:48] Creating a Strong Digital Foundation
• [26:09] Turning Service Data into Customer Value
• [28:31] Leading Through Transformation: Staying Motivated
• [31:16] Key Takeaways: Reflecting on Progress and Celebrating Wins

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