Customer Service Delivery Specialist

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.

• 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.

• 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.
• Certifications such as ITIL, PMP, or relevant IT certifications are a plus.
• Willingness to travel between wafer facilities as needed.

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Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here.

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Based on our experience, we anticipate that the application deadline will be 09-24-2025 (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update

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