Established with a commitment to advancing technology and enhancing customer satisfaction, Toshiba Elevator (Malaysia) Sdn Bhd stands as a testament to innovation, safety and quality in the elevator and escalator industry, offering state-of-the-art products built with the Japanese ethos of precision and reliability.

As a wholly-owned subsidiary, Toshiba Elevator receives strong support from its parent company in Japan. This structure offers sustainable business support for its customers in Malaysia with products of the highest level of comfort, security and efficiency. It also has a Quality Assurance Centre in Malaysia staffed with experienced engineers from Japan.

Safety is at the forefront of Toshiba Elevator’s operations, where each elevator and escalator is equipped with the latest safety features. Its president and CEO Ryutaro Sugi reiterates this commitment. “Our first priority is safety. Sometimes, accidents happen with elevators or escalators, such as when people are caught by moving doors or fall down on escalators. Our focus is always on safety, which is why we use Japan’s cutting-edge technology to ensure our products meet the highest standards.”

This focus on safety is coupled with Toshiba Elevator’s emphasis on quality, with each product undergoing stringent testing to guarantee that it meets the highest international standards. The result is a product that not only moves people but also enhances their experience with reliability and peace of mind.

Toshiba’s elevators and escalators are known for their innovation. For instance, it has introduced escalators with “soft edges” to prevent injuries, a design feature that demonstrates the company’s commitment to safety. “We want to provide a safer experience for the public, which is why we focus on designs that minimise the risk of injury, especially in public spaces,” Sugi explains.

Customer satisfaction is also a priority for Toshiba Elevator. Sugi emphasises the need to maintain its elevators and escalators in top condition, so they always operate smoothly with minimal downtime.

“A breakdown means people cannot use the elevators, and that impacts their daily routines. To prevent this, we maintain a steady stock of genuine parts in our inventory. If something goes wrong, we immediately rectify the issue,” he says.

The company’s approach to maintenance is proactive and efficient, with technicians available 24/7 to quickly respond to issues. Its factory in Penang also plays a pivotal role in minimising this downtime.

“We have a factory in Penang that enables us to stock crucial parts, conduct quality checks and perform repairs. This ensures that, even if a part needs to be replaced, we can respond quickly, reducing the downtime for our customers,” says Sugi.

The Penang facility serves as a strategic hub for spare parts distribution, ensuring that common components are available locally, cutting down response time significantly. Sugi notes that it is possible to have these delivered and installed with a shorter lead time, keeping any disruption to a minimum.

In cases where specialised or rare parts are needed, Toshiba Elevator can source these directly from its factories in Japan or other locations. “For most common parts, we aim to resolve issues within a day. But for less common items, we can typically fix the problem within a week,” he says.

The company employs stringent key performance indicators for its engineers and maintenance teams to ensure quick and effective responses to customer needs. This commitment to timely maintenance further enhances customer satisfaction as they can rely on Toshiba Elevator for quick fixes and minimal disruption.

In Malaysia, notable sites installed with Toshiba Elevator products are Menara Southpoint, The Gardens Mall and Mid Valley Megamall in Mid Valley City; Hilton Kuala Lumpur and Le Méridien Kuala Lumpur in KL Sentral; as well as Hampshire Place and Hampshire Residence in KLCC.

Internationally, Toshiba has installed a high-speed elevator in Taipei 101 in Taiwan that operates at a speed of 1,010m per minute. It has also installed large-capacity, high-speed elevators in Tokyo Skytree in Japan, which can accommodate 40 passengers and operate at a speed of 10m per second.

By combining cutting-edge technology with a strong commitment to safety and customer satisfaction, Toshiba Elevator remains a dominant player in the Malaysian market, ready to serve its customers for decades to come.