Day in the Life of Hector Milian, Supervisor Line & Ramp Services
We looked into a Day in the Life of Hector Milian, Supervisor Line & Ramp Services at Jet Aviation Teterboro, to learn more about his role and the strategic leadership that goes into his day-to-day work at one of the busiest FBO terminals in the world.
How long have you been with Jet Aviation?
I bring over 26 years of aviation industry experience, including 17 years with Jet Aviation, where I’ve developed extensive expertise in line service, safety protocols, and team leadership. My role has involved close collaboration with customers, tenants, and mechanics, ensuring seamless operations, exceptional service, and strong working relationships across all departments.
What are the responsibilities of your role?
As a Line Service Supervisor, I am responsible for overseeing over 25 team members, ensuring their safety, customer safety, and the protection of both company and customer assets. I manage a seamless operation for aircraft rollouts and arrivals, including fueling, de-icing, coordination with customs, and oversight of all third-party vendors to ensure every phase of service is executed efficiently and to the highest standard.
What does a typical day look like for you?
A typical day at Teterboro is never the same. It brings its own challenges of something new and different. The day begins by reviewing arrivals, departures, customs, and all managed aircraft, as well as coordinating with crew members and mechanics to understand ongoing maintenance and operational plans. We typically kick things off with a safety briefing. In this fast-paced environment, you can never let your guard down. Situations can change in an instant. That’s why we always keep safety as the top priority, protecting crew members, customers, and assets while ensuring smooth operations. At Teterboro, you expect the unexpected and stay ready to adapt, keeping the team prepared and on top of the game.
What does excellent customer service mean to you in your role?
Customer service means a great deal to me. It starts the moment a customer calls for any service and continues until the very end of their experience. Every interaction matters. It’s about listening actively, responding promptly, showing empathy, always going the extra mile, and always maintaining professionalism.
How do you ensure safety and service excellence within your team?
I ensure safety and service excellence by setting clear expectations and leading by example. Safety comes first — we follow all policies and procedures without shortcuts, and I encourage my team to speak up if they see something unsafe. I make sure everyone is trained, equipped, and reminded that the goal is for each of us to go home the same way we arrived: safe and in one piece. For service excellence, I focus on communication, teamwork, and anticipating our customers’ needs. We aim to make every interaction seamless, professional, and memorable, so customers not only receive the service they expect, but want to come back for more.
“For service excellence, I focus on communication, teamwork, and anticipating our customers’ needs. We aim to make every interaction seamless, professional, and memorable, so customers not only receive the service they expect, but want to come back for more.”
How do you lead your team during a busy season when you’re seeing high traffic daily?
During the busy peak season, the team focuses on a few things. First, we ensure to maximize the ramp efficiency and do so as safely as possible. We take a proactive planning approach, ensuring we are planning and in close communication with the tower and our tenants. Clear communication and proactive approaches are key during the busy season. A one-way-in, one-way-out system is implemented to streamline operations.
With more than 25 employees per shift, each day brings a unique dynamic, but the team excels at coming together, understanding the day’s priorities, and delivering seamless service. There is a lot of work that has to be done, between fueling, towing and parking, so forward thinking becomes key, especially knowing how many aircraft are expected to arrive each day.
When you wrap up your day, what does life look like outside of work?
Spending time with my family is a must. I love traveling, camping with them, and staying active together. I also enjoy working on my home and my cars, anything that keeps my mind engaged.
What do you love most about your role and Jet Aviation?
What I love most about my role as a supervisor is the variety and the challenge. Every day is different — from coordinating arrivals and departures to working with the crew and maintenance teams, there’s always something new to manage. I also love that my role allows me to make a real impact: ensuring safety, providing excellent service, and supporting my team so that both employees and customers have a positive experience. At the end of the day, I take pride in knowing that my work helps everything run smoothly and that everyone goes home safe and satisfied.