FSM software for refrigeration and commercial kitchen service companies
A walk-in at 48 °F on a Friday night is product on the floor by morning. FSM Flow gets the on-call technician there with the right compressor on the van, logs the refrigerant and the leak-rate calculation the EPA now expects, and invoices the call before the next one lands.
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Walk-in back in range
Leak repaired · 12 lb R-448A logged · verification due Fri
At a glance
Refrigeration service software is field service management software configured for companies that service commercial refrigeration and commercial kitchen equipment: walk-in coolers and freezers, reach-ins and display cases, supermarket rack systems, ice machines, and the hot side of the line, from fryers and combi ovens to dishmachines. The work is contract-driven, parts-heavy and often after hours, with EPA refrigerant records and manufacturer warranty authorisations attached to almost every call.
FSM Flow treats every piece of equipment as an asset on a customer site, with its model, serial, refrigerant type and charge, warranty dates and full service history. Dispatchers run a drag-and-drop board where AI suggests the on-call technician by skill, proximity and the parts on the van, and three priority tiers decide what gets the emergency rate. Technicians work from an offline-first mobile app in a plant room or a walk-in with no signal, recording refrigerant added, leak-rate calculations, verification tests and warranty reference numbers against the asset. Planned maintenance contracts generate their rounds across every store in a chain, and completed calls become invoices the same day.
The result is a service agent that keeps restaurant chains and supermarkets inside their SLAs, passes an EPA records request from a report rather than a shoebox, gets paid by the manufacturer for warranty work without a dispute, and knows which compressors are on their third leak before the customer does.
440,900
HVACR mechanics and installers employed in the US, including refrigeration technicians (2025)
Source: US Bureau of Labor Statistics
+11%
Projected growth in HVACR jobs 2025–35, “much faster than average”, with ~40,600 openings a year
Source: US Bureau of Labor Statistics
20%
Annual leak-rate trigger for commercial refrigeration appliances of 15 lb or more under the EPA leak-repair rule (2026)
Source: US EPA, AIM Act ERR rule
$45.4B
Global commercial refrigeration equipment market (2025)
Source: Grand View Research
Job types
Each job type carries its own duration, checklist, required skills and pricing method, so dispatch and the AI scheduler know what a call involves before it hits the board.
24/7 emergency no-cool
Walk-in or reach-in out of range: priority tier, on-call rotation, emergency rate disclosed before dispatch.
Supermarket rack system service
Compressor, valve and case work on parallel racks with refrigerant usage and leak rate tracked per rack.
Refrigerant leak search, repair & verification
Leak location, repair and verification tests logged against the appliance for the EPA record.
Ice machine service
Clean and sanitise visits, filter changes and repairs with the machine’s serial and warranty on file.
Walk-in & reach-in install and start-up
Box, condensing unit and evaporator commissioning with factory charge, serials and photos recorded.
Display case & condensing unit replacement
Multi-day changeouts scheduled around trading hours with the old unit retired on the asset register.
Compressor changeout
Failed compressor returned under warranty where required, recovery and new charge logged on the work order.
Planned maintenance round (PPM)
Contract visits generated per store: coils, gaskets, drain lines, temperatures and defrost checks.
Fryer, oven & range repair
Hot-side calls for igniters, thermopiles, high-limits and elements, with gas safety readings recorded.
Dishmachine & warewasher service
Wash and rinse temperatures, chemical feed and water valve repairs with the unit history on the app.
OEM warranty call
Factory authorisation number captured before dispatch; parts and labour claimed against the manufacturer.
Site survey & equipment audit
New-account walk-through that builds the asset register: every unit, serial, refrigerant and condition.
Where time gets lost
The problems that show up in every dispatcher’s inbox, and what FSM Flow does about each one.
Every call is an emergency and the on-call tech is exhausted.
Three priority tiers are set on the job type, so a flickering light in a dairy case is not dispatched like a down walk-in. The on-call rotation is published on the scheduler weeks ahead, swaps are logged, and AI suggests the nearest qualified technician for true emergencies.
See how it worksRefrigerant logs are paper and the EPA wants leak rates.
Refrigerant added and recovered is recorded per appliance on the work order; the leak rate is calculated from the full charge and the record carries the repair date, verification tests and inspection cadence. Three years of history is a report, not a filing cabinet.
See how it worksWarranty work gets done, then disputed.
The manufacturer’s authorisation number, model, serial, defect description and photos are captured on the warranty job type before the technician leaves. Covered parts and labour are flagged as no-charge to the customer and claimed against the OEM from the same record.
See how it worksThe right part is never on the van.
Each van is a warehouse with its own stock of igniters, contactors, thermostats and gaskets. Parts are issued to jobs as they are used, low-stock alerts fire before the Friday rush, and the failure history per asset tells you what to pre-build for Q4.
See how it worksChain accounts want PM proof for 60 stores.
A planned maintenance contract generates its rounds per store with the checklist for each unit. Temperatures, photos and deficiencies are recorded per asset, and the account manager gets a per-site report and one invoice to head office.
See how it worksInvoices lag the call by a week.
The technician closes the work order on site with parts, labour and the emergency rate applied; the invoice is generated at once and the fixed-rate contract work is tagged separately so margin on after-hours calls is visible.
See how it works
Built for refrigeration and commercial kitchen service companies
One platform for the office, the on-call phone, the vans and the AI that connects them.
24/7 dispatch & on-call rotation
A drag-and-drop board with day, week and month views, priority tiers and AI technician matching for every call.
- Emergency priority and primary/backup on-call
- Skill matching: racks, ice machines, gas, steam
- Proximity-aware suggestions after hours
Asset & refrigerant records
Every walk-in, rack, ice machine and fryer tracked per site with refrigerant type, charge and full history.
- Refrigerant added and recovered per appliance
- Leak-rate calculation and verification tests
- Sub-assets such as compressors and evaporators
Planned maintenance contracts
Sell the PPM contract once and let FSM Flow generate, schedule, deliver and report every round.
- Rounds per store with unit checklists
- Deficiencies become quotes on site
- Per-site reports and head-office invoicing
Warranty job handling
A dedicated job type for OEM-authorised work with the evidence a claim needs captured on site.
- Authorisation number required before dispatch
- No-charge parts and labour flagged automatically
- Failed-part return tracked on the job
Van stock & parts
Know which contactors, igniters, gaskets and compressors are on which van, and reorder before the weekend.
- Per-van inventory and low-stock alerts
- Parts linked to jobs and invoices
- Failure history per asset to plan kits
AI assistant & workflows
Ask “which racks are over their leak-rate threshold?” or automate the follow-up verification test after every leak repair.
- Natural-language questions on live data
- Workflow builder for verification-test reminders
- AI job summaries sent to the store manager
A day with FSM Flow
How a 14-technician refrigeration and kitchen equipment service agent gets through peak season without burning out the on-call team.
- 6:30 am
The board is already built
Overnight, the AI placed today’s PPM rounds for a 12-store grocery account around two scheduled changeouts, leaving buffer in each zone for the emergency calls December brings.
- 7:15 am
Technicians leave with stops and stock
Each technician opens the mobile app, sees the route, every unit on each site with its history, and the parts picked for each job. Store managers receive an ETA message.
- 8:40 am
A walk-in at 48 °F
The restaurant calls; the dispatcher adds the job on the top priority tier. AI suggests the technician three miles away with a matching condensing fan motor on the van. One drag and the manager is told who is coming.
- 10:20 am
Leak repaired and logged
On a supermarket rack, the technician records the leak location, 12 lb of R-448A added, the leak-rate calculation against the full charge and the initial verification test. The workflow schedules the follow-up test.
- 12:30 pm
Warranty call on a new fryer
The hot-side technician captures the manufacturer’s authorisation number, model and serial, photographs the failed igniter module, and the parts and labour are flagged no-charge to the customer and claimable against the OEM.
- 3:30 pm
Invoices go out as jobs close
Completed work orders become invoices with contract rates applied; the emergency call carries its after-hours rate and the PPM round rolls into the account’s monthly invoice.
- 5:00 pm
The weekend on-call is set
The AI assistant answers “which sites have open verification tests due this week?” and the dispatcher confirms the primary and backup on-call technicians published for the weekend.
Compliance & records
FSM Flow stores the evidence against the job, the appliance and the technician, so EPA requests, OEM claims and chain-account audits are a report away.
EPA leak-repair rule (AIM Act ERR, from 1 January 2026)
Appliances with 15 lb or more of HFC refrigerant need a leak rate calculated at every top-up. The triggers are 20% for commercial refrigeration, 30% for industrial process refrigeration and 10% for comfort cooling; leaks must be repaired within 30 days, with initial and follow-up verification tests by a certified technician, and records kept for at least three years.
Inspections & automatic leak detection
Post-repair inspections run quarterly for systems of 500 lb or more and annually for 15–499 lb, unless a calibrated automatic leak detection (ALD) system is installed. ALD is mandatory on racks of 1,500 lb or more: new systems from 2026, existing ones from 2027. Inspection dates and results are stored per appliance.
EPA Section 608 & reclaimed refrigerant
Technician 608 certification types on file and matched by the scheduler. Legacy 50 lb ODS appliance records are kept per appliance, and from 1 January 2029 supermarket systems and automatic commercial ice makers may only be serviced with reclaimed HFC refrigerant, so the cylinder source is recorded on the job.
OEM warranty authorisation
Most manufacturers pay only authorised service agents who obtained a factory reference number before dispatch. The number, model, serial, defect description, photos and any failed-part return are captured on the warranty job type.
Technician certification (CFESA, Gas Safe, F-gas)
CFESA certified technician and company status, gas qualifications (Gas Safe registration in the UK) and F-gas or ARCtick refrigerant handling credentials stored per technician with expiry dates, so only qualified staff are suggested for gas, steam and refrigerant work.
Food-safety adjacency
Temperature readings, sanitising steps on ice machines and NSF-listed replacement parts recorded on the work order, giving the operator the documentation a health inspection or a chain-account audit asks for.
Numbers worth watching
Every one of these is a dashboard widget in FSM Flow, or a question you can ask the AI assistant.
SLA response and resolution attainment
Response and fix times per priority tier, per account and per site, measured from the timestamps on the work order.
First-time fix rate
Driven by van stock and asset history; return visits for parts are a separate job type so the number is honest.
PPM completion within window
The share of contract rounds completed before their due date across every store, the proof a chain account asks for at renewal.
Refrigerant usage and leak rate per site
Pounds added per appliance and per site over 12 months, with appliances approaching the 20% trigger flagged before an EPA deadline bites.
Days to invoice
Should be zero: invoices are generated when the work order closes on site, with the emergency rate applied.
Same-day invoicing on every callCallbacks after on-call visits
Re-visits within 30 days of an after-hours repair, attributed to the technician and the rotation week, to catch fatigue before it becomes turnover.
What is refrigeration service software?
Can FSM Flow track refrigerant and EPA leak-repair records?
How does it handle warranty work for manufacturers?
Can we track refrigeration assets and sub-assets by site?
Does it work for planned maintenance across a restaurant or grocery chain?
Does the mobile app work inside a walk-in or a plant room with no signal?
How much does FSM Flow cost for a refrigeration service company?
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