Customer Service Delivery Specialist

Western Digital•San Jose, CA

About The Position

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible. At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole. We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, WD_BLACK™, and SanDisk® Professional brands. We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future. Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

Requirements

Bachelor's degree in business information management systems with computer science minor (preferred).
Strong understanding of emerging AI concepts, technologies and trends that will define how AI is used across the software development lifecycle.
Strong understanding of semiconductor MFG Processes and organizational structure.
Minimum of 5 years of experience in customer service, sales, account management or a related field within the technology or semiconductor industry.
Excellent analytical skills and ability to analyze data and market trends to identify business opportunities and make informed decisions.
Ability to build and maintain positive relationships with clients, demonstrate empathy and manage conflicts effectively.
Excellent communication skills, both written and verbal, with the ability to present complex technical information to diverse audiences.
Strong organizational and planning skills, including the ability to manage multiple projects simultaneously.
Proficiency in project management methodologies and tools (e.g., Agile, Scrum, JIRA).
Experience with IT service management frameworks such as ITIL.
Knowledge of data analytics and business intelligence tools.
Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud).
Demonstrated ability to work effectively in cross-functional teams and collaborate with stakeholders at all levels of an organization.
Willingness to travel between wafer facilities as needed.

Nice To Haves

Master's degree in a related field is a plus.
Certifications such as ITIL, PMP, or relevant IT certifications are a plus.

Responsibilities

Establish, nurture and maintain positive relationships with all levels of Wafer manufacturing leadership by providing exceptional customer service, listening to their needs, and addressing their concerns.
Provide consistent communication, partner in a standardized way that identifies and solves the highest priority business problems and builds credibility and trust.
Identify Wafer Business IT demands and work with IT Architecture team to rationalize and develop solution.
Standardize Wafer IT intake and prioritization process across all Wafer functions e.g. enterprise portfolio
Conduct in-depth discussions and analysis to understand where and how IT can provide value to the wafer business through AI leading edge solutions that delight wafer operation and leadership.
Collaborate between wafer facilities to align both operations teams on a converged solution that will minimize business resource needs and optimize costs.
Work with IT Support teams to identify repeat issues and develop strategies to mitigate.
Look for areas where IT can improve operations efficiency and MFG Line Output to increase Western Digital revenue.
Manage wafer engineering and operations expectations and act as the key point of contact from IT MFG.
Bring consistency to wafer IT engagement with business
Physical presence at either Wafer factory during normal Wafer business hours
Develop and implement AI-driven solutions to enhance customer service delivery and streamline wafer manufacturing processes.
Conduct regular data analysis to identify trends, patterns, and opportunities for process improvement in wafer production and customer service.
Create and maintain comprehensive documentation of IT systems, processes, and best practices related to wafer manufacturing and customer service delivery.
Facilitate knowledge transfer and training sessions to ensure all team members are up-to-date with the latest IT solutions and customer service strategies in the wafer manufacturing industry.