Western Digital · 5 days ago
Customer Service Delivery Specialist
San Jose, CA
Full-time
Onsite
Senior Level
5+ years expWestern Digital is a company that powers global innovation and pushes the boundaries of technology. They are seeking a Customer Service Delivery Specialist to establish strong relationships with Wafer manufacturing leadership, identify IT demands, and develop AI-driven solutions to enhance customer service delivery.
Big DataComputerHardwareManufacturingSoftware
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
Qualification
Required
Bachelor's degree in business information management systems with computer science minor (preferred). Master's degree in a related field is a plus
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
Preferred
Certifications such as ITIL, PMP, or relevant IT certifications are a plus
Company
Western Digital
Western Digital helps customers capture, preserve, access, and transform an ever-increasing diversity of data.
10001+ employees
H1B Sponsorship
Western Digital has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (537)
2023 (448)
2022 (580)
2021 (525)
2020 (332)
Funding
Current Stage
Public CompanyTotal Funding
$901.37M2023-10-31Post Ipo Debt· $1.37M
2023-01-31Post Ipo Equity· $900M
2015-09-30Post Ipo Equity
Leadership Team
Sesh Tirumala
SVP, CIO
A
Alvin B. Phillips
Founder
Recent News
2026-01-11
The Motley Fool
2026-01-11
2026-01-09
Company data provided by crunchbase