Since joining Heaford in 2023 as a US-based Service Engineer, Elijah Andrievich (known to most as Eli) has gone on to make a big impact on our business and for our customers in North America.

We sat down with Eli to discuss the last three years, his experiences, and what the future has in store for flexo in the US.

Three years on what is the biggest change you have seen over this time?

“The biggest change for me has been the depth of knowledge and experience I have built up over the last three years. When I first started, there was a lot to learn about the flexo side of the industry – the different customers, applications and the way they operate and I relied heavily on my colleagues in the UK factory for support.

“I am now much more comfortable troubleshooting problems independently. I can handle a wider range of technical issues with confidence. The relationships with customers have developed too. There is a good level of trust, and they know they can call me when they have a problem.”

How has Heaford’s service and support in North America improved over the last three years?

“Having someone based in North America has always been key for Heaford. Getting to customers quickly and providing hands on support is a big advantage. This matters most when a machine is down or an issue is difficult to diagnose remotely.

“I am also entrenched with the wider Heaford service team. I bring information back from the field and share what I am seeing with the team in the UK. I also make use of their experience when I come across something new. That two-way communication is important and will become even more valuable as the North American customer base continues to grow.”

What has been your proudest moment from the last three years?

“The thing I am most proud of is getting to a position where I can walk into a customer site with a problem, work through the machine systematically and get them back up and running. There is a lot of satisfaction in knowing the customer was relying on you and you were able to solve the problem.

“I have also enjoyed building relationships with customers over repeat visits. It is nice to arrive at a site and already know the people, the machines, and some of the history behind them. It makes the service side much more effective.”

How do you think the importance of a reliable service operation will increase in North America in the coming years?

“Having experienced service support in the region gives customers confidence. They have someone relatively close by who understands the machines and can work with the wider Heaford team in the UK when needed.”

“It will become increasingly important as our North American customer base grows. Customers are looking for more than someone who can repair a machine when something goes wrong. They want technical support, preventative maintenance and training. They want someone who understands their equipment and can help minimise downtime.

Can you share some more about your time outside of work?

“The last three years have been a good balance of work and travel. I am still travelling a lot, although I have definitely become better at managing it alongside family life. I am also still running, and I have gone a bit further with that since 2023. I am currently training towards an ultra-marathon.”

Three years in, Eli has grown to be a trusted and central part of the Heaford service team and our presence in North America.

His journey reflects the growth of Heaford’s presence in the region, which continues at LOUPE Americas 2026.

We are exhibiting at Booth 3712, where Eli will be part of our team at the print industry event.

Contact our team today to discuss your flexo plate mounting challenges.