Help Lightning Webinars

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  • Topic:
    Transforming your Service Center into a Profit Center
  • Duration:
    43 min
  • Hosted by:

    Greg Wilson
    Director of Service for Cincinnati, Inc.


Cincinnati, Inc. implemented Help Lightning’s virtual expertise software to boost their service offerings and provide virtual “hands-on” service to their customers.

Hear from Greg Wilson, Director of Service for Cincinnati, Inc., and learn how this 130-year-old manufacturing company made the transformation to becoming a service profit center.

  • Topic:
    Virtual Expertise for Field Service
  • Duration:
    40 min
  • Hosted by:

    Gary York, Ph.D.
    CEO of Help Lightning


Help Lightning has seen a 400% increase in usage since the pandemic hit. Using existing mobile devices or a web browser, Help Lightning allows experts to provide personal “hands-on” support from anywhere in the world.

Join Gary York, CEO of Help Lightning, as he discusses how customers like Cox, Ricoh, and Canon are using this Virtual Expertise solution to improve first-time fix rates, extend the workforce capacity, and improve customer satisfaction.


Gary York, Ph.D. is the CEO for Help Lightning. Gary is a serial entrepreneur and a contributing writer on AR technology. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama and is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation.

  • Topic:
    The Changing Face of Field Service: Managing Through COVID-19 and Beyond
  • Duration:
    60 min
  • Hosted by:

    Sarah Nicastro
    Future of Field Service and Director of Customer Advocacy, IFS


The Coronavirus pandemic is likely changing the Field Service industry forever. It’s a whole new world of service and we’re all finding our way together.

Join Sarah Nicastro for a live, interactive webinar as we discuss the current state of the crisis and talk about what will come out of this ultimately as we find what lies in the future of field service.

Our expert panelists include:

  • Dr. Michael Saag, Physician/Researcher at the UAB
  • Ravi Advani, Director, Global Solutions Manager at Unisys
  • Gary York Ph, D., CEO at Help Lightning
  • Topic:
    How to Survive CI’s Tight Labor Market using Remote Expertise
  • Duration:
    42 min
  • Hosted by:

    Mike Giffin
    Vice President, Business Development


In a tight labor market where demand exceeds supply, integrators need to devise strategies that make their current employees more efficient and more flexible. Remote Expertise is designed to do both.

Efficiency – With Remote Expertise, integrators now have the upper hand on educating a new generation of technicians and ensuring productivity and efficiency in the field. Flexibility -Providing immediate “hands-on” assistance to colleagues and customers, product experts are where you need them when you need them.


Mike Giffin is Vice President of Business Development at Help Lightning. Mike is an accomplished executive with 37 years of solid career progression in the consumer electronics industry and is skilled at analyzing market data and interpreting consumer trends to identify market opportunities.

  • Topic:
    5 Ways Remote Expertise is Delivering Real Value
  • Duration:
    45 min
  • Hosted by:

    Gary York
    CEO of Help Lightning


The Remote Expertise segment of the Augmented Reality market performed extremely well in 2019 in two big segments: technical support and field service. The idea of remote expertise is simple. You have a problem and need help. The expert who can help you solve the problem is somewhere else.

The simplicity of remote expertise makes it incredibly powerful for problem solving. Why has Remote Expertise been so successful in producing value for service organizations?

Join Gary York, CEO of Help Lightning, as he walks through 5 ways Remote Expertise is delivering real value today.


Gary York is a serial entrepreneur and a contributing writer on Augmented Reality and software innovation. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama. Gary is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation. He holds a Ph.D. from Carnegie Mellon and was a visiting fellow at UC Berkeley.

  • Topic:
    The Case for Remote Expertise
  • Duration:
    45 min
  • Hosted by:

    Bill Pollock
    President of Strategies for Growth


As a result of an ongoing technology explosion, increased competition, and reduced margins, meeting the desired goals of customer satisfaction and services profitability remains a major challenge for many organizations. What is your organization doing to run its field service operations more effectively – and cost-effectively?

Join Bill Pollock and Help Lightning to learn:

  • What the leading global Services Organizations are doing with respect to embracing – and incorporating – new technologies into their services operations
  • What the real benefits are associated with moving to a Remote Expertise service delivery model
  • What obstacles and potential pratfalls you might experience along the way
  • How to emulate the strategic and tactical actions presently being taken and/or planned by the leading Services Organizations

Bill Pollock is President of Strategies For Growth℠, a research analyst and consulting firm based in Westtown, Pennsylvania USA. Previously, Bill served as President and Chief Research Officer (CRO) at The Service Council; led Aberdeen Group’s Strategic Service Management Practice, holding the title of Vice President, Principal Analyst; and was Managing Analyst, Services Industry at Gartner.

  • Topic:
    Enabling Field Service Technicians Using Merged Reality
  • Duration:
    42 min
  • Hosted by:

    Edward Krzysik
    Director of Service Programs, RICOH


The Service Council’s research has consistently shown that the biggest challenges facing Field Service Leaders are workforce related.

In this live webcast with Ravi Advani, Director of Global Solutions, learn how Unisys is utilizing merged reality to improve their global service productivity by:

  • Accessing a wider workforce remotely with Field Service Center of Excellence (COE)
  • Training new technicians more efficiently
  • Reducing call times and increasing customer uptimes

Ravi Advani is Director of Field Engineering Services Solutions at Unisys. In his role, Ravi owns innovation in the global field services portfolio, working closely with customers, service leaders and solution providers to drive the Digital Workplace Services agenda.

  • Topic:
    Remote Assistance is the Future of Field Service
  • Duration:
    45 min
  • Hosted by:

    Evans Manolis
    Senior Consultant


…so what are you waiting for?

Learn Tried and True Tips for Adopting Remote Assistance and hear how companies like Otis Elevator, Becton Dickinson, Ricoh, Siemens Healthineers, Boston Scientific and others have adopted and utilized this innovative technology to significantly reduce costs and improve operational efficiency.


Evans Manolis, Senior Consultant, works with customers to ensure their Merged Reality initiative is successful, teaching Best Practices in Merged Reality adoption and Change Management. Evans has over 25 years experience in the service marketplace and has worked with some of the world’s largest service organizations, helping them reduce costs, increase operational efficiency and productivity, grow service revenues and deliver better customer experiences. Evans holds a B.A. degree in Psychology from the University of New Hampshire and is a frequent speaker at service meetings and conferences.

  • Topic:
    Innovation in Service Delivery
  • Duration:
    45 min
  • Hosted by:

    Edward Krzysik
    Director of Service Programs, RICOH


Learn about RICOH’s innovation journey to include ideation, internal buy-in, customer impact, strategic partnerships, and measurements of success.


Edward Krzysik is responsible for the growth and expansion of RICOH’s SmartHands program. RICOH’s SmartHands solution combines the technical skills of field technicians (SmartHands Tech’s) with experts at the Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.

  • Topic:
    Enhancing Customer Experience with Merged Reality
  • Duration:
    28 min
  • Hosted by:

    Greg Wilson
    Director of Service, Cincinnati Inc


Learn how to improve your customer experience by adding Merged Reality to your service offerings. Your customers are one touch away from having your expert virtually standing with them and walking them through the most complex problems.


Greg Wilson has over 20 years experience in Field Service at Cincinnati Inc. He has served as a Technical Specialist & Service Representative. Servicing Press Brakes, Shear & Stamping presses as well as Managing Laser & Press brake Technical Support. Greg is currently Director of Service overseeing 3 Service Departments servicing Lasers, Small and Large scale 3D printers, Powdered Metal Compacting, Press Brakes, Shears and Stamping presses. Greg has spearheaded several initiatives spearhead design improvements on the 6XLT and many other small innovations or design improvements.

  • Topic:
    AR Now! 5 Early Adopters Praise Merged Reality
  • Duration:
    47 min
  • Hosted by:

    Gary York, Ph.D.
    CEO of Help Lightning
    Evans Manolis
    Senior Consultant


With VR essentially gathering dust and AR still waiting for practical wearables, Merged Realty has emerged as the “Reality” solution that is delivering real value right now.

Join us to see how Help Lightning allows service experts to remotely guide their customer to a resolution, as though they were working side-by-side.


Gary York, Ph.D. is the CEO for Help Lightning. Gary is a serial entrepreneur who has spent his career at the boundary of what is possible and what is practical. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama and is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation.

Evans Manolis, Senior Consultant, works with customers to ensure their Merged Reality initiative is successful, teaching Best Practices in Merged Reality adoption and Change Management. Evans has over 25 years experience in the service marketplace and has work with some of the world’s largest service organizations, helping them reduce costs, increase operational efficiency and productivity, grow service revenues and deliver better customer experiences. Evans holds a B.A. degree in Psychology from the University of New Hampshire and is a frequent speaker at service meetings and conferences.

  • Topic:
    Using Merged Reality to Effectively Onboard New Hires
  • Duration:
    37 min
  • Hosted by:

    Rodger Smelcer,
    Co-founder and COO of United Service Technologies


Replacing a high-level or specialized technician can cost up to 400% of their annual salary.

Training new-hires is expensive, affects business performance and can become increasingly difficult to manage. Organizations need a strategy to mitigate the cost of onboarding without losing productivity or customer confidence. 


Rodger Smelcer is co-founder and COO of United Service Technologies, He is responsible for running all facets of the business including training and on-boarding. Rodger has a proven executive management track record and over 20 years of experience driving sales, growth, and technology in the commercial food equipment service industry. Prior experience includes: Scale Department Director for PBI Market Equipment; 3 years as Principal of K-12 School; and over 20 years teaching electro-mechanical technology.

  • Topic:
    Save Time While Increasing Customer Satisfaction Using Merged Reality
  • Duration:
    42 min
  • Hosted by:

    Edward Krzysik, MBA
    Director of Service Programs
    SmartHands Business Development


Use Help Lightning to guide your customer to a resolution as if you were standing next to them. Attend this webinar to learn how you too can put this technology to use.


Edward Krzysik is a Director of Service Programs for RICOH with responsibility for the growth and expansion of RICOH’s SmartHands program. Our SmartHands solution combines the technical skills of our field technicians (SmartHands Tech’s) with our Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.

  • Topic:
    Implementing Merged Reality into Smart Collaboration for Remote Services
  • Duration:
    40 min
  • Hosted by:

    Elena Grabmeier
    Service Owner Smart Collaboration at Smart Remote Services,
    Siemens Healthineers


Disruptive technologies such as merged reality transform the way maintenance services are being delivered to customers. Through Merged Reality knowledge can be shared in real-time among specialists to solve problems as if they were working side-by-side. Siemens Healthineers, a global medical technology company, is leveraging Merged Reality in service delivery for remote support to accelerate knowledge exchange, thereby improving uptime and reducing costs, with the ultimate goal to create value to customers and their patients.

During the webinar we’ll cover how:

  • Merged Reality boosts efficiency in service delivery
  • Rapid adoption of Merged Reality is possible in a large organization with a global reach
  • Merged Reality drives collaboration among serviceteams, customers and partners

Elena Grabmeier has a MSc degree in industrial engineering & management and started her career at Siemens Healthineers within the Healthineers business area of Advanced Therapies. She’s guided by a general clinical understanding and gained international and cultural experience through different assignments in North America and Asia Pacific. In her current role as a service owner for smart collaboration, she’s globally driving the implementation of Help Lightning’s merged reality solution in a cross-functional team.

  • Topic:
    Improving Customer Experience Using Merged Reality
  • Duration:
    42 min
  • Hosted by:

    Jeff Henderson
    Service Manager, Metro Sales


With Help Lightning, you can guide your customer to a resolution as if you were standing next to them.


Jeff Henderson served 3 years in the US Army as a Military Police Officer before joining Metro Sales as a service technician. Through his first seven years with Metro Sales, he advanced through the ranks to Sr. Technician, Product Specialist, and Service Supervisor. For the last 13 years, Jeff has served as Service Manager and on April 10th he will achieve his 30 year anniversary with Metro Sales.

  • Topic:
    Ricoh Uncovers Real Value with Augmented Reality
  • Duration:
    49 min
  • Hosted by:

    Edward Krzysik, MBA
    Director of Service Programs
    SmartHands Business Development


Repeat service calls are among the biggest problems in the industry. Imagine reducing your second call rate by up to 25% and dramatically improving your customer experience.

Help Lightning allows an expert to virtually reach out and touch what their service tech or customer is working on allowing Ricoh to:

  • Improve First Time Fix Rates
  • Avoid Unnecessary Customer Calls
  • Shorten Time to Resolution
  • Triage Problems and Verify Repairs

Edward Krzysik is a Director of Service Programs for RICOH with responsibility for the growth and expansion of RICOH’s SmartHands program. Our SmartHands solution combines the technical skills of our field technicians (SmartHands Tech’s) with our Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.


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