CTC Re-Fresher - Techs

March 2024

CONFIDENTIAL – BGIS 2024 1

Table of Contents

Summary of Changes

Who’s Who

Keys to Success

SLAs

Work Order Type Summary

Contract at a Glance

CM/OU process

Quoted Repairs & Replacements

Sample CM Estimate

CMMS Equipment Updates

Key Points to Remember

PM Program Summary

Canadian Tire Retail Locations

Banner Locations

PM Summer/Winter Minor Summary

PM Spring Major Summary

PM Fall Major Summary

Frequently Asked Questions

CONFIDENTIAL – BGIS 2024 2

 Summary of Changes

• Reduction in client pre-approval

• Addition of a CAP to the hours pre-approved for OU investigations
• Addition of Summary Slide of WO Types / Risks
• Addition of Account Team Slide
• Addition of CMMS Equipment Update Requirements

CONFIDENTIAL – BGIS 2024 3

 Who’s Who

ITS Account Leadership - Lauren Revilla

• ITS Account Leader
• Main point of contact for the techs & ROMs
• Facilitates the contract with the FM team/ITS

ITS Field Quote Processing– Jason Gorman

• Processing of Quotes between Field Team and Real suite
• Process ROM Proposals and uploads
FM Account Overall Leadership – Pia Patraccone
• Account Sponsor
• Escalation point for the Client
FM– Service Delivery Team – Jordan Mangos/Alex Dumo/Nigel Clarke/Noor Salim
• Work order management / performance
• Report generating for the client
• Escalation Point for the client
• Quote Processing and Tracking with client

CONFIDENTIAL – BGIS 2024 4

Keys to Success

Ensure that all your CM

Focus on quoting CMs Add contingency to CM
quotes include the
proactively for any Quotes as we are fixed
equipment information
urgent repairs price once approved.
(model/serial/asset#)

Do not complete repairs Complete PMs within Update CMMS

on PMs or OU work the budgeted work condition/keep CMMS
orders order hours list clean

Careful / limited Arrive on time, and

communication to the complete work orders
onsite staff on time.

CONFIDENTIAL – BGIS 2024 5

SLAs

Work Order Type Arrival SLA WO Completion

Emergency Work Orders 4 Hour Arrival 24 Hours

Urgent Work Orders 16 Hour Arrival 48 Hours

Routine Work Orders 72 Hour Arrival 7 Days

CONFIDENTIAL – BGIS 2024 6

Work Order Type Summary

CM Work We are limited to one CM per PM, it is important to quote the

CM work and to stay below the costs estimated.
Orders

OU Work Only used for time associated to create the quoted items found
during the PM
Orders

SR Work All costs associated with the visit should be placed on this work
order. It is critical to stabilize the issue and focus on resolution
Orders for the client since the completion is very short for our team.

OPS Work Work orders that the FM requests or special approvals from the
FM team
Orders

CONFIDENTIAL – BGIS 2024 7

Contract at a Glance

CM Work Orders

Approval Limit: Up to $2,500 (sell price) per PM visit.

Caution: Be cautious about approvals, as additional CM work orders could exceed the
$2,500 limit.

Limitation: Only one CM per PM visit allowed.

Tech Quotes: Technicians need to provide quotes for repairs they identify during PM
visits.

Onsite Resolutions: If the tech can resolve issues onsite, they can seek approval to
proceed.

Focus: Prioritize client-impacting and high-priority items (e.g., equipment downtime,

comfort issues).

CONFIDENTIAL – BGIS 2024 8

Contract at a Glance

OU Work Orders

Purpose: Used for troubleshooting and quoting issues found during PM that exceed the $2,500
CM limit.
Approval Limit: $250 or 2 hours of labor.
Completion Time: OU work orders should be completed and closed within 7 days.

This process is designed to manage and control costs associated with maintenance work,
balancing the need for timely resolutions with cost-effective measures. It's important to ensure
that technicians communicate effectively, provide necessary quotes, and adhere to the
specified limits for different types of work orders. Additionally, the focus on client-impacting
and high-priority items aligns with delivering efficient and impactful maintenance services.

CONFIDENTIAL – BGIS 2024 9

Contract at a Glance

OPS & SR Work Orders

Notification: Inform the ITS Account Lead or ROM (Role of Maintenance) if the work is
expected to exceed $1000 before proceeding.
Communication: Give a call to the designated contact (ITS Account Lead or ROM) to discuss
the situation and seek approval.
Stabilization: Stabilize the situation first before taking any further action.
Quoting Repairs: If the repair cost is over the Not-To-Exceed (NTE) amount, provide a quote
for the repair.
Closure: Close the work order after stabilization and quoting.
Risk Management: SRs, OPS, and OUs pose the riskiest situations for negative margins as they
are invoiced as time and material, therefore we must limit time spent on these work orders. It
is important to quote critical repairs during PM visits as a CM repair.
This approach is focused on proactive communication, risk mitigation, and efficient handling of
potentially high-risk work orders to ensure profitability and client satisfaction. The emphasis on
quoting critical repairs during PMs aligns with the strategy of addressing issues before they
become larger, more costly problems.

CONFIDENTIAL – BGIS 2024 10

CM/OU Process

The Job Plan does not account for any troubleshooting time, as such here
is the process for investigating and submitting quotes

1) You identify that there is an issue

2) Call Dispatch for an OU to Submit the Quote.
3) OU work order to be used while you are onsite with a maximum of 2 hours
4) Quote the critical items you can within the 2 hour timeframe
5) You submit a Field Quote PER ISSUE
6) Apply all your investigation Labor against the OU
7) Once you have completed all your quotes, ensure the OU and PM work orders are
completed and that you resolve both. Only then will they be processed.
8) Jason Gorman merges all your information together
9) Submits the Quote in RS (If under $2500 sell price sends back to Technician)
10) Client Reviews
11) If Approved, you will get ONE CM outlining the approval and your hours.

**Identifying the unit, you are quoting is critical, the client has Tech Services break down
EACH estimate to include the Equipment information**

CONFIDENTIAL – BGIS 2024 11

Quoted Repairs and Replacements

• SR’s are pre-approved for specified dollar amount to reduce downtime and
length of time the WO would be kept open.

• Where parts are required – ask for expedited shipping option.

• If the repair cost is more than 50% of the cost of a new unit and/or the RTU is
beyond ASHRAE Planned Life – quote a replacement. Techs should reach out to
their ROMs to propose a new unit and contact the projects team, cc Jason
Gorman. Replacement quotes should not be submitted in Astea. (Use excel
sheet, and blue proposal)

• A management fee must be added to the subtotal replacement cost. % Fee

varies by project cost. This is added by Jason or the Project team.

• If we are going to recommend a replacement, we still need to quote the repair.

CONFIDENTIAL – BGIS 2024 12

Quoted Repairs and Replacements

For both repairs or replacements, we need to provide the client with the following:

• Quote for Repair or Replacement Project Proposal

• Lead Time of Repair
• Lead Time of Replacement
• Decision time should there be an infraction notice

This process addresses efficient handling of repairs and replacements but also
emphasizes transparency with clients, providing them with the necessary information to
make informed decisions.

CONFIDENTIAL – BGIS 2024 13

Canadian Tire– Sample CM

ESTIMATE
Canadian Tire Date: July 18, 2021
620 Westmount Shopping Centre WO #
Edmonton, AB Service Type: HVAC
Facility Manager: Anita Nathan
Technician: Michael Sollereder
Scope of Work
The following CM's have been combined to quote the following work:
1. Change out 4 worn contactors.
2. Replace faulty compressor and drier for RTU 5
3. Repair leak and replace control board for RTU 4.
4. Troubleshoot faulty AC3 unit.
5. Replace compressor on RTU1 Circuit 2.
6. Rewire RTU 1 to factory specifications as it had been re-wired.
7. Repair leak on RTU 1 and replace drier.
8. Replace faulty condenser motor on RTU 1.

Equipment
Scope Number Description Serial Number Manufacturer Model Number
UH01 - Unit Heater OAV15036 Ouellet 432508
5,6,7,8 RTU01 - (RTU) Z16100987D Trane YCH090CWLOBE
1 RTU02 - (RTU) Z16101012D Trane YCH090CWLOBE
1 RTU03 - (RTU) Z16100924D Trane YCH090CWLOBE
1,4 RTU04 - (RTU) Z161006968D Trane YCH090CWLOBE
1,2 RTU05 - (RTU) Z16101406C Trane YCH150CWH0CA

Repair
Material: Contactors $164.29
Compressor, Drier $3,176.19
R22, Control Board $2,300.00
New Manual $109.52
Compressor, Drier $1,708.57
Drier, R22 $1,204.76
Condenser Motor $460.00
Truck Charge $50.00
Material Total: $9,173.33
Labour: 97.00 Hours $7,585.40

Labour Total: $7,585.40

CONFIDENTIAL – BGIS 2024 14

 CMMS Equipment Updates

• Equipment listed on the work order should be

confirmed every visit, and condition must be
updated quarterly.
• Search the unit serial number or barcode,
confirm it exists in RCM?
• Search by “Description” RTU, UH, etc., do we
have the right quantity in RCM?
• Select the item and update condition rating.
• To update/add/remove equipment items, the
tech MUST use Real Condition Mobile. Emails,
texts, photos of nameplates and logbooks are
not accepted.
• If there is a problem – i.e equipment is not
pulling through, what to do with duplicates, etc,
contact CMMS for guidance or to report the
issue.

CONFIDENTIAL – BGIS 2024 15

Key Points to Remember

CM/Quoted Project- The only ability to generate margin within the account

Do not quote non-urgent work that cannot be delivered in a timely manner. I.e.
repairs where client comfort is not affected, unit is not down.

“Parts on order” is not an adequate status update; ETA is required, if not getting
a response from the Supplier within a few days for non urgent items, escalate to
Lauren. For urgent items, response is expected within 24 hours.

Client is concerned about the lack of completion on approved quoted work.

Client is requesting options for expedited shipping / resolution.

CMMS Data was extremely poor, even though in 2023 the team spent 4758
hours “troubleshooting” and yet the equipment details were incorrect.

CONFIDENTIAL – BGIS 2024 16

HVAC PM Program
Summary
 Canadian Tire – Retail Locations
Specific Job Plans Selected by
the client
Belts Twice Per Year *Spring/Fall Major
Coil Cleaning is included in Spring PM
Techs must call prior to showing up for
their PM so that the client is aware of
their visit as per their security
requirements
CONFIDENTIAL – BGIS 2024
Approval Amounts: Note:
SR Approval - $1000 – Contact Account Client is quick to request temporary
lead / ROM if you require more time. cooling/heating requests, so locating
OPS WO – Anything requested from alternate suppliers or reducing
Leadtime is critical for this client.
the FM
OU Approval – Only used on PM for
troubleshooting and Quote Submission
CM Approval – Quoted Work From PM
CM Approval for Emergency Issues -
$2500 (ROM APPROVAL REQUIRED)
Stabilize the issue and quote the
repairs if it is a large repair. Contact
your ROM for support.
18
 Canadian Tire – Banner Locations
Specific Job Plans Selected by the client
Belts Twice Per Year (Spring/Fall Major)
Coil Cleaning is NOT included in PM and should be
Quoted as a CM
Techs must call prior to showing up for their PM so
that the client is aware of their visit as per their
security requirements
CONFIDENTIAL – BGIS 2024
Approval Amounts:
SR Approval - $1000 – Contact Account lead / ROM if
you require more time.
OPS WO – Anything requested from the FM
OU Approval – Only used on PM for troubleshooting
and Quote Submission
CM Approval – Quoted Work From PM
CM Approval for Emergency Issues - $2500 (ROM
APPROVAL REQUIRED)
19
PM Summary – Minor Inspections

Winter - Minor PM
Bi-Annual Filter Change and Mid Season Inspection
• Inspect inlet screens and remove debris
• Visually inspect for oil and refrigerant leaks
• Inspect motor mounts and vibration pads
• Visually inspect burner operation
• Inspect refrigerant lines for evidence of wear, abrasion or loss of insulation
• Inspect outside electrical connections for water damage and corrosion
• Supply, Date and install MERV 8 pleated filters
**Belts not included on this PM**

Summer - Minor PM
Bi-Annual Filter Change and Mid Season Inspection
• Inspect inlet screens and remove debris
• Visually inspect for oil and refrigerant leaks
• Inspect motor mounts and vibration pads
• Visually inspect burner operation
• Inspect refrigerant lines for evidence of wear, abrasion or loss of insulation
• Inspect outside electrical connections for water damage and corrosion
• Supply, Date and install MERV 8 pleated filters
**Belts not included on this PM**

CONFIDENTIAL – BGIS 2024 20

PM Summary – Spring Major

Spring Major PM
Annual Cooling Inspection - 1X Per Year
• Check operation of thermostat
• Inspect inlet screens and remove debris
• Inspect motor mounts and vibration pads
• Lubricate all linkages, dampers and bearings as per O.E.M recommendations
• Inspect refrigerant lines for evidence of wear, abrasion or loss of insulation
• Inspect outside electrical connections for water damage and corrosion
• Do not attach gaugues to check refrigerant operating pressures and amperages unless system is underperforming
• Replace belts and adjust drive belts and pulley alignment
• Supply, Date and install MERV 8 pleated filters
• Check operation of economizer
• Inspect condensate pan and drain
• Check operation of controls
• Tighten all electrical connections
• Inspect condition of coils
• Visually inspect for oil and refrigerant leaks
• Inspect fan housing wheel
**Coil Cleaning Not Included in PM For Banners**
**Coil Cleaning Is Included in PM For Canadian Tire**

CONFIDENTIAL – BGIS 2024 21

PM Summary – Fall Major

Fall Major PM
Annual Seasonal Heating Inspection - 1X Per Year
• Check operation of thermostat
• Inspect inlet screens and remove debris
• Inspect motor mounts and vibration pads
• Inspect outside electrical connections for water damage and corrosion
• Supply, Date and install MERV 8 pleated filters
• Inspect sheet metal flue piping for rust and unsafe conditions
• Inspect gas train and burners for leaks
• Inspect ventor motor and lubricate
• Check gas pressure at start up
• Inspect burners and heat exchangers
• Test main burner operation
• Inspect dampers for free movement
• Test pilot operations
• Check fan and high limit
• Check all remaining safety controls and record

CONFIDENTIAL – BGIS 2024 22

Frequently Asked Questions

Item Question Answer

This is because CMs are limited to one per PM visit and you
I called Dispatch and asked for a CM, but
1 have to quote any CM’s that you find prior to being issued a
they said no?!
CM to complete the work

Please ask them to generate you an OPS work order since

2 But I called the FM for approval? these are their work orders to manage the financial
performance of for the potential budget impact.

If you have a client impacting emergency, then you can

What if I find an urgent issue that I can
contact Lauren who can approve a CM for you. This means
3 complete while I am onsite during my
that we should not be sending any other quotes for that PM
PM?
visit

We were submitting large CM’s that were being sent to

vendors for alternative pricing. This means that we were
investing time in the troubleshooting yet losing the work.
Why are we limited to 2 hours for OU
4 Please concentrate on urgent deficiencies while you are
troubleshooting?
onsite versus multiple items. This will keep the costs down
and increase our ability to execute them timely once
approved

CONFIDENTIAL – BGIS 2024 23

Frequently Asked Questions
Item Question Answer
5 Why are the PM hours so limited? The client has a reduced custom scope of work.

The client reduced our overall pre-approval as they were not

seeing the expedited completion that they expected. In addition,
Why do we need to call to discuss work
6 we need the leadership team to ensure that they are aware of
orders once they are reaching $1000?
the high labour associated with the Service Request as they are a
margin risk.

What if the client needs batteries replaced

7 This is not within the scope of the PM and would be a CM.
in their thermostat?

We do not have any clients that have troubleshooting within the

PM scope. On CTC we utilize the OU as it is a business decision to
Why is there no time in the PM Job plan for
8 quote the work in an attempt to successfully win the work. For
troubleshooting?
all of our other IFM clients the FM needs to give you a CM to
investigate issues.

This typically means the scope has changed. Review with

ROM/Lauren confirm if change order is possible. The regional
9 What if I go over budgeted costs of my CM?
leader should be notified as it will impact their local business
units, or it typically means the scope may have changed.

CONFIDENTIAL – BGIS 2024 24